I'm pretty much done with Samsung after this. I have been contacting them since September 7th when they first issued the "voluntary" recall. I've had at least 11 phone calls and 11 different ticket numbers. I thought I finally got somewhere with them last Friday when I had requested a refund. I was given a "511" number and told a box would be sent to me to ship the device back. Obviously, I never got the box. I called back on Tuesday, and the girl on the phone told me that I couldn't send my device back because the recall had expired. I lost my cool and ripped into her big time - it didn't help the situation, but I felt better. Then, after the "official" total recall and seeing that Samsung had a process for folks in our situation, I figured I would wait until this morning to give a call. I got through and spoke with a woman named Jasmine in the Exchange Department. They are obviously stateside because she spoke perfect English. She found my ticket number from last Friday and said that the guy who helped me never sent in the request for the box to be shipped. Shocking, I know. She confirmed all of my information, said she put in the request for the box and that it takes 24-48 business hours. I asked how the box will be shipped, and she said UPS. Since I have a MyUPS account, I will be keeping an eye out for it. I'm not very confident that I will receive it, but I am trying to be. I have moved on completely from Samsung and took advantage of the deal on the HTC 10 of $150 off. I received it on Tuesday and I am very impressed with the device. Goodbye Samsung, it's been real!
Wow what a total crap storm dude. Total nightmare. Samsung is awful at this
For those on Verizon, you can take it into a Verizon corporate store for an exchange
UPDATE: yesterday I received the return box in the mail. So the guy I spoke to and last Friday actually did follow through and send the return box back, despite what the girl on the phone said yesterday. We can see they do a great job of keeping notes and tracking what the last call rep said and did. I packed my original recall phone up and sent it back. I took a picture of the label as well dropped it off at UPS and requested a receipt. I'll be tracking it daily to make sure they receive it, then will hound them to make sure I get my refund. This should be fun.
Are the boxes being shipped back to Samsung or a carrier?
Everytime I called samsung and the message said 'if you're calling about the recall, press 1", I got some kid with an accent who was reading from a script and gave me a ticket #. The last time, I did not press 1, and the call defaulted to USA sales. That's when I finally got someone who knew what to do - she didn't care about previous tickets - she looked up my order # or IMEI ( I don't remember) , send I'm sending you a return box . I got a few days later.
Try this number they seem to know how to handle the situation and are shipping boxes for RefundToday, I tried to call both Samsung and Tmobile for refund my note 7. Their answer was similar to last week. I have to find original buyer and proof of purchases. The situation is same as last week. What should I do ? It seems that Samsung treats customers cases by cases. Someone can and someone cannot. What should I do? Very confused.