01-02-2017 07:34 AM
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  1. coolbreeze78's Avatar
    Call your credit card company. Put in a dispute of the charge. They are so messed up there that they will never REPLY. You will eventually be credited for the full amount. Then just go to a carrier when all calms down. Keep the phone you have. It's probably fine, and will make a nice back up down the road.
    Dispute filed. F-em. I'll let Amex's support team (ie. ruthless) sort this out. Silence will not be rewarded, Samsung, especially with a CPSC recalled device being held hostage in our homes. And I'm still looking into litigation. What they've done is not ok.

    And a reminder for those who may be new to this thread. We aren't being crybabies about not getting a revised device first. We are simply asking the company who sold us a safety recalled product to handle our devices. To date, not one return label has been sent out to any Samsung.com customer. These devices, which apparently catch fire, are sitting in our homes amongst our families, posessions and pets. Samsung has refused to provide us with a method to return said dangerous devices for nearly a month.

    Unacceptable on any level.
    D.Kinsey likes this.
    09-20-2016 08:04 PM
  2. coolbreeze78's Avatar
    Just sent a letter to a law firm clearly outlining what's transpired. Asking for a class action against Samsung/Digital River. Their silence and failure to remove these dangerous devices is posing a serious safety concern for our homes. Doesn't matter if they fix this tomorrow, the damage over the past month has been done. They need to answer to someone else. It's time.

    Put a pot of coffee on folks, I'm not going away. They rattled the wrong cage.
    09-20-2016 08:31 PM
  3. nonesounique's Avatar
    It really blows my mind how stupid Samsung is handling recalls on Samsung.com direct. Looks like non intelligent managers call the shots. I've called 3 times and one guy tells me that I'm on the phone queue for being called per instructions or exchange. Then I called 3 hours later today and another lady says to wait until tomorrow for the official email on instructions. WTF? Seriously, all of us should write a personal letter to Samsung USA CEO to ask him if he still works there?
    09-20-2016 08:37 PM
  4. coolbreeze78's Avatar
    tim.baxter@samsung.com
    tim.baxter@sea.samsung.com
    tbaxter@sea.samsung.com

    Not sure if one/all/none work, but it's all I could find.

    You may also want to find executives for Digital River, since they are they s*itshow e-commerce company that Samsung uses. They should be fired. They belong in 2003 software distribution, not responsible for handling Apple's largest competitor's web sales.

    This has gone beyond "gimme mah revised cellphone now!" to a seriously broken handling of a recalled device. Accountability is in order.
    09-20-2016 08:47 PM
  5. donhillla's Avatar
    I get the feeling that we will be pushed even later in the exchange process since they announced they will only have 500k units available on 9/21. Those will most likely go to the carriers and BB. Would not be surprised if the carriers start selling them before we see ours. Just frustrated with this and the pre-order fiasco.
    09-20-2016 08:58 PM
  6. coolbreeze78's Avatar
    I get the feeling that we will be pushed even later in the exchange process since they announced they will only have 500k units available on 9/21. Those will most likely go to the carriers and BB. Would not be surprised if the carriers start selling them before we see ours. Just frustrated with this and the pre-order fiasco.
    I've been reading that open (new) sales begin tomorrow since most prior owners have exchanged already.

    Let that sink in for a moment.
    09-20-2016 09:06 PM
  7. WingLT's Avatar
    If you guys think people getting the phones from the carriers was so great think again! For many of us it's been a nightmare. Especially at Sprint and Best Buy. The Sprint store in my area had the phones for almost a week but told people that they didn't have them still when calling them on the phone. Yet when me and my husband went there on Saturday two reps told us that they had the phones for a few days now but they can't do the exchanges till the 19th which is total BS... All of the carriers are suppose to start the exchanges ASAP when they get the phones! There was no set date to start the exchanges. There was a set date for when to sell them. Big difference here... Anyways the reps told us that the stock would be divided so that they could sell some of them. That's going against what Samsung and the Government want them to do. They told several other customers behind us the same thing. WTF... Sunday the next day I see that Sprint.com has the phones up for buying. Heck it even had a option to reserve the phone at my store and be able to pick it up in 1 hour. I didn't know how the that option works so I didn't try it. I know other people were getting their phones from other Sprint stores in other states. Monday we called up and asked to have one put on hold. They flat out refused. I was lucky to get the last Blue one. Plus the fact that we had to pay a activation fee! More BS.... So it's not all fine and dandy for customers doing the exchanges at the carriers and retail stores.

    As for Samsung.com? From what I been reading they had a exchange program in place. But FedEx and UPS are the ones refusing to do the deliveries. I got mixed feelings about this as I can see both sides of the coin. I can understand why UPS and FedEx don't want to do it. And I can also understand that now Samsung has to think of another way to do the exchanges. I can see the employees getting stressed about this situation. From angry customers... And they are trying to come up with a solution as fast as they can about this. Personally I blame this on the factory that they were getting the batteries from...

    That's all I got to say...
    09-20-2016 09:10 PM
  8. xkoolaidislifex's Avatar
    If you guys think people getting the phones from the carriers was so great think again! For many of us it's been a nightmare. Especially at Sprint and Best Buy. The Sprint store in my area had the phones for almost a week but told people that they didn't have them still when calling them on the phone. Yet when me and my husband went there on Saturday two reps told us that they had the phones for a few days now but they can't do the exchanges till the 19th which is total BS... All of the carriers are suppose to start the exchanges ASAP when they get the phones! There was no set date to start the exchanges. There was a set date for when to sell them. Big difference here... Anyways the reps told us that the stock would be divided so that they could sell some of them. That's going against what Samsung and the Government want them to do. They told several other customers behind us the same thing. WTF... Sunday the next day I see that Sprint.com has the phones up for buying. Heck it even had a option to reserve the phone at my store and be able to pick it up in 1 hour. I didn't know how the that option works so I didn't try it. I know other people were getting their phones from other Sprint stores in other states. Monday we called up and asked to have one put on hold. They flat out refused. I was lucky to get the last Blue one. Plus the fact that we had to pay a activation fee! More BS.... So it's not all fine and dandy for customers doing the exchanges at the carriers and retail stores.

    As for Samsung.com? From what I been reading they had a exchange program in place. But FedEx and UPS are the ones refusing to do the deliveries. I got mixed feelings about this as I can see both sides of the coin. I can understand why UPS and FedEx don't want to do it. And I can also understand that now Samsung has to think of another way to do the exchanges. I can see the employees getting stressed about this situation. From angry customers... And they are trying to come up with a solution as fast as they can about this. Personally I blame this on the factory that they were getting the batteries from...

    That's all I got to say...
    With all do respect, here's the TLR version of our problems :

    Originally, no exchanges, only refund.

    No one has gotten a refund.

    No possibility of a loaner.

    Zero information on an exchange/return.

    Only answer from Samsung is "wait til we call you, but meanwhile, turn off your phone"

    So while I understand we all have our own frustrations, correct me if I'm wrong, but you either have a replacement blue one or are getting one tomorrow. Different altogether.
    09-20-2016 09:20 PM
  9. coolbreeze78's Avatar

    As for Samsung.com? From what I been reading they had a exchange program in place. But FedEx and UPS are the ones refusing to do the deliveries. I got mixed feelings about this as I can see both sides of the coin. I can understand why UPS and FedEx don't want to do it. And I can also understand that now Samsung has to think of another way to do the exchanges. I can see the employees getting stressed about this situation. From angry customers... And they are trying to come up with a solution as fast as they can about this. Personally I blame this on the factory that they were getting the batteries from...

    That's all I got to say...
    Sorry for your Sprint troubles and welcome to the club. Personally, I have T-Mobile and had I bought from them:

    I would have had my choice of any phone in their inventory to be overnighted at no charge as a loaner. Samsung.com offered nothing.

    I would have been able to drop my phone off at a local store, ridding it from my posession. Samsung.com offered nothing.

    I could have placed an "order" for an exchange at a local store (when they come in). Samsung.com offered nothing.

    I could have walked into a T-Mobile store as early as 9/19 and picked up a revised Note 7. Samsung.com offered nothing of the sort.

    And to your suspicion that there was in fact an exchange program via Samsung.com/Digital River...I'm sorry, but that's incorrect. Many of us called and emailed from day one of the CPSC announcement and everyone was told "there is no exchange program for Samsung.com customers, you can only return for a refund and rebuy in the future." I understand the wrinkle with FedEx/UPS, but as customers, that's not our problem. Hell, Samsung in Canada not only offered an immediate exchange program, but sent out a list of "safe drop points" around the country for the dangerous devices.

    I'm no CEO here but the solution is quite simple. Samsung could have had us take them to a carrier store/Best Buy immediately and drop them off, getting them out of our possession. They then could have had the store record the IMEI (showing transactional history) and set us up for a replacement device when they arrived in the store from Samsung. We walk in, show our ID/email from Samsung.com showing the purchase and off we go. Instantly fixed. I mean, this isn't molecular chemistry here. It's quite a simple concept, given the roadblock with UPS/FedEx (hire me Samsung?).

    Instead they have chosen to leave us in complete silence. No bueno and I'm not okay with that.

    We have received exactly zero interaction/communication in the last month. The last month. Nothing.
    09-20-2016 09:20 PM
  10. donhillla's Avatar
    Well, they never had an exchange program for those of us who bought directly from Samsung. The solution, they will send an email with a return label in 7 to 10 business days, they will refund you (could take several weeks), and then you can get back in line and repurchase. Last week when FedEx and UPS backed out they said they will have a process in place this week (I was told by 9/21). Most recently, others have been told next week.
    09-20-2016 09:28 PM
  11. WingLT's Avatar
    With all do respect, here's the TLR version of our problems :

    Originally, no exchanges, only refund.

    No one has gotten a refund.

    No possibility of a loaner.

    Zero information on an exchange/return.

    Only answer from Samsung is "wait til we call you, but meanwhile, turn off your phone"

    So while I understand we all have our own frustrations, correct me if I'm wrong, but you either have a replacement blue one or are getting one tomorrow. Different altogether.
    Actually my Sprint store wasn't lending out phones, and it's the same situation with the other stores from other carriers. Only a handful were actually doing it. I only had two choices. I could either exchange it for a different phone. Or keep it and wait for the replacement. As I said many of us were having problems with the carriers as well. I couldn't even just drop the phone off and put a order in for a new one... They flat out refused to do it... So I had to keep a bomb in my house and wait for the replacement and do the exchange...
    09-20-2016 09:37 PM
  12. donhillla's Avatar
    Actually my Sprint store wasn't lending out phones, and it's the same situation with the other stores from other carriers. Only a handful were actually doing it. I only had two choices. I could either exchange it for a different phone. Or keep it and wait for the replacement. As I said many of us were having problems with the carriers as well. I couldn't even just drop the phone off and put a order in for a new one... They flat out refused to do it... So I had to keep a bomb in my house and wait for the replacement and do the exchange...
    Believe me, we feel for you too.
    09-20-2016 09:40 PM
  13. coolbreeze78's Avatar
    I only had two choices. I could either exchange it for a different phone. Or keep it and wait for the replacement.
    At least you had choices. That's kind of our point. We have been given absolutely no choices at all. Not even to exchange for a different phone. And people only knew about the FedEx/UPS issue because a few reps slipped up and communicated that.

    I'm betting there are some Samsung.com customers out there who haven't bothered to call. They have gone an entire month in silence. The only email that's been sent out was about the "exchange program." Lol, but that doesn't apply to Samsung.com customers, sorry. Only those who are all over forums actually know the real situation, piecemealed together from others. That's not good.

    I'm not trying to say your situation is in any way better. There are tales of nightmares everywhere, but by FAR, customers who thought they were "smart" by buying directly from the source are being MEGA screwed here. Mega.
    09-20-2016 09:41 PM
  14. WingLT's Avatar
    The sad thing is I know that there was a exchange program in place for Samsung.com because I had gotten all of those e mails about the recall. You could either get a refund or exchange it for a S7 or S7 Edge. I know some people that had sent in their phones and had gotten the S7 or Edge loaner phones. Of course this probably happened before UPS and FedEx decided not to do the deliveries anymore.
    09-20-2016 09:50 PM
  15. coolbreeze78's Avatar
    The sad thing is I know that there was a exchange program in place for Samsung.com because I had gotten all of those e mails about the recall. You could either get a refund or exchange it for a S7 or S7 Edge. I know some people that had sent in their phones and had gotten the S7 or Edge loaner phones. Of course this probably happened before UPS and FedEx decided not to do the deliveries anymore.
    Cool. I called on day one after that email and they said I'd receive a label in a few days. One month later, no label, no follow-up, just silence. And the loaner was a junky J series. That program ended faster than it started.

    We've all been through a nightmare. I know this is an unprecedented situation, but so so many things could have been done better.
    09-20-2016 09:53 PM
  16. WingLT's Avatar
    By FedEx and UPS refusing to do the deliveries it's put Samsung in a stickier situation now. I thought things were going smoothly on Samsung's end because even when reading youtube replies on videos they were able to get the refund or exchange it. Most of them were exchanging for the S7 or Edge. And I believe a few were doing the loaner phone J series. Now I'm reading this about things not getting done and I'm like what the... When the heck did this start happening with FedEx and UPS?
    09-20-2016 09:59 PM
  17. Nadeemikram75's Avatar
    I m in UK, still using my note 7 as I called Samsung UK now directly many time in past few days to either speedup replacement procedure or arrange loan device for me until replacement done of note 7 as I directly bought from Samsung but sorry to say they all said they are not providing any loan device in UK. I paid more price when I buy from Samsung website online but instead providing more care, they all says they can't do anything. I don't have my previous device that's why I m compelled to use it.
    09-20-2016 11:06 PM
  18. donhillla's Avatar
    By FedEx and UPS refusing to do the deliveries it's put Samsung in a stickier situation now. I thought things were going smoothly on Samsung's end because even when reading youtube replies on videos they were able to get the refund or exchange it. Most of them were exchanging for the S7 or Edge. And I believe a few were doing the loaner phone J series. Now I'm reading this about things not getting done and I'm like what the... When the heck did this start happening with FedEx and UPS?
    Actually I don't know anyone who order from Samsung.com that has gotten anything but a promise of a return label. There was no exchange for the J series or the S7/Edge. From day one we were all told that the exchange program did not apply to Samsung.com orders, period. It was return only. Many of us argued and called multiple times, to no avail. There has never been an exchange program for Samsung.com buyers. Let us know if you have seen any others who have succeeded.
    09-21-2016 12:04 AM
  19. jhimmel's Avatar
    The sad thing is I know that there was a exchange program in place for Samsung.com because I had gotten all of those e mails about the recall. You could either get a refund or exchange it for a S7 or S7 Edge. I know some people that had sent in their phones and had gotten the S7 or Edge loaner phones. Of course this probably happened before UPS and FedEx decided not to do the deliveries anymore.
    Sorry, but I don't believe you know anyone who was able to send their phone back to Samsung.com and receive anything in return. From the very beginning, the instructions were to go to the retailer you purchased from, and they gave a # to call if you purchased from Samsung.com. When you called that #, they said they would send a return shipping label. NO ONE to date has reported ever receiving that label.
    rsmin likes this.
    09-21-2016 05:29 AM
  20. xkoolaidislifex's Avatar
    I don't know why I keep calling:

    "sorry, I can't transfer you to our team handling exchanges, they're too busy calling you about your exchange. Just wait until midnight. Or a week. Just wait but don't worry, we have your information, just wait, okay?"
    marla523 likes this.
    09-21-2016 08:38 AM
  21. coolbreeze78's Avatar
    I don't know why I keep calling:

    "sorry, I can't transfer you to our team handling exchanges, they're too busy calling you about your exchange. Just wait until midnight. Or a week. Just wait but don't worry, we have your information, just wait, okay?"
    Lol. Just leave us alone. We know it's been a month and we know you have been in the dark. But quit calling, ok? And all those people who have replacements now? Just pretend they don't exist, ok? And stop calling because we are trying to call you ok? You are tying up the phone lines, K?

    Please just wait ok? Thank you ok. Goodbye.

    (300 billion dollar company ok)

    Again, Digital River needs to go. They cannot handle this task.
    09-21-2016 08:39 AM
  22. rsmin's Avatar
    Lol. Just leave us alone. We know it's been a month and we know you have been in the dark. But quit calling, ok? And all those people who have replacements now? Just pretend they don't exist, ok? And stop calling because we are trying to call you ok? You are tying up the phone lines, K?

    Please just wait ok? Thank you ok. Goodbye.

    (300 billion dollar company ok)

    Again, Digital River needs to go. They cannot handle this task.
    Coolbreeze78, I wonder what happened to, "somebody else will be handling this now". I got all elated over that statement last week thinking we were heading in a right direction. Seems the same people are still handling this??
    09-21-2016 09:20 AM
  23. xkoolaidislifex's Avatar
    Coolbreeze78, I wonder what happened to, "somebody else will be handling this now". I got all elated over that statement last week thinking we were heading in a right direction. Seems the same people are still handling this??
    I have to assume so. I don't understand why I have to wait for someone to call me, supposedly today, when I can call them. I guarantee this is going to be a ****show, and I guarantee that even though our "safety is their number 1 priority", if we're getting shipped replacements, it wont be overnight or 2-day.

    I just want them to stop being condescending, stop messing around with us, and give us some information.
    09-21-2016 09:50 AM
  24. nonesounique's Avatar
    haha. Today is 9/21. The promised date for getting to the end of this nonsense? Guess what? I called and then was on hold for 30 minutes only to be told that a new department is going to handle this and this is their new number we should call: 1-844-365-6197.
    BUT WAIT! This number will not be active until Samsung sends us a email telling us when it will be activated, probably next week!!!
    Tim Baxter got to go. This is absolute madness. Do they want a class action lawsuit?
    09-21-2016 12:57 PM
  25. xkoolaidislifex's Avatar
    haha. Today is 9/21. The promised date for getting to the end of this nonsense? Guess what? I called and then was on hold for 30 minutes only to be told that a new department is going to handle this and this is their new number we should call: 1-844-365-6197.
    BUT WAIT! This number will not be active until Samsung sends us a email telling us when it will be activated, probably next week!!!
    Tim Baxter got to go. This is absolute madness. Do they want a class action lawsuit?
    Called that number, got transferred back to the exchange hotline. Meanwhile, I can order one from Verizon today...
    09-21-2016 01:14 PM
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