05-26-2017 04:02 AM
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  1. Bimmerman's Avatar
    I bought my phone used from Swappa about a week after the initial release. After spending hours on the phone with Samsung and Verizon and both telling me to call the other person and neither willing to help me I have found a way to get it replaced.

    I called the CPSC directly (301-504-7908) and spoke with a lady there that was very helpful. She said that I am not the first person who has called in with this issue and that it was something they nor Samsung attorneys planned for. The CPSC worked it out with Samsung's attorney and they are going to directly replace anyone's phone that's in the same situation as I am. She said the US Samsung president was in there office last and this came up during the meeting.

    She took down my info as well as gave me hers and she is going to get the ball rolling to have my phone replaced under the recall free of charge.
    09-21-2016 10:20 AM
  2. eaglehdz_21's Avatar
    thanks for this! I will be giving this a try first thing tomorrow. let us know if and when the replacement goes through!
    09-21-2016 11:44 PM
  3. RobSteal's Avatar
    How do they plan to replace your phone? Is it by mail or through the actual provider?
    09-22-2016 12:21 AM
  4. mikef91's Avatar
    I'll be trying this tomorrow morning as well. I am in the exact same situation as you, and I have gotten nowhere with Samsung or T-Mobile. In total, I have spent about 5 hours on the phone with both Samsung and T-Mobile on this recall. It has been the worst customer experience. I have 6 different case numbers with Samsung, and no one has called me back when they said they would. I will be contacting the CPSC as well, and I may get an attorney involved. There is no way an official government recall should be this mishandled by all parties involved. There are many of us out there who purchased off of third party sites like Swappa, eBay and Craigslist. We should be able to get our phone replaced like everyone else.
    09-22-2016 02:16 AM
  5. Phillip Pugh's Avatar
    It a a recall so it'll have to be replaced ether by samsung are the branded Company. This is all kinda new to everyone nobody was prepared for this unfortunately we all will learn something even Samsung
    09-22-2016 04:03 AM
  6. 05GT's Avatar
    You're also able tho file a claim through PayPal and Swappa for the seller to take the phone back.
    09-22-2016 05:22 AM
  7. trucksmoveamerica#AC's Avatar
    You're also able tho file a claim through PayPal and Swappa for the seller to take the phone back.
    PayPal has been denying the claims last I heard. And now there seems to be a way to exchange the phone. It's a recall and the government is involved, now that they know of this situation it is being handled. Samsung is not going to get away with not replacing a phone because it was bought on eBay, but it will probably take a little longer now and probably be exchange only and probably directly thru them. Who knows, have to wait for the policy to be set up now.
    Wiley_11 likes this.
    09-22-2016 06:13 AM
  8. Bimmerman's Avatar
    How do they plan to replace your phone? Is it by mail or through the actual provider?


    I was told that Samsung is going to directly replace the phone as they are required to under the recall. We shall see, the lady from CPSC said I should hear back within a couple days.
    Wiley_11 likes this.
    09-22-2016 09:46 AM
  9. Keldig's Avatar
    Thats great news keep us updated
    09-22-2016 12:05 PM
  10. Bimmerman's Avatar
    Thats great news keep us updated

    Got a call from samsungs main office today. She got all of my information and said a rep would be calling me within 2 business day and the rep would be personally meeting me at a local retailer to swap out my phone.
    Wiley_11, Keldig, Beknatok and 2 others like this.
    09-22-2016 06:03 PM
  11. Wiley_11's Avatar
    That awesome!..........
    09-22-2016 06:07 PM
  12. chrgnthru's Avatar
    Got a call from samsungs main office today. She got all of my information and said a rep would be calling me within 2 business day and the rep would be personally meeting me at a local retailer to swap out my phone.
    Wow! That's freaking awesome. Good job Samsung.
    09-22-2016 10:49 PM
  13. RobSteal's Avatar
    Got a call from samsungs main office today. She got all of my information and said a rep would be calling me within 2 business day and the rep would be personally meeting me at a local retailer to swap out my phone.
    So they plan to do this with all the other ppl that have purchased phones thru places like Swappa/Ebay/Craigslist??? Doesn't seem really efficient or even plausible to have a Samsung Rep to accompany EVERY individual who've purchased a phone thru private parties that need a replacement.

    Is this going to be the bona fide method for ppl who are in the same situation like you? Or did they make a special accommodation for you/your case? I was hoping there would be some type of mail/ship option to get your replacement phone. Was that discussed at all?
    09-23-2016 03:21 AM
  14. mikef91's Avatar
    Wow! That's freaking awesome. Good job Samsung.
    Let's wait to see if that actually happens. I have placed 6 different calls to Samsung and they've told me 6 times that a manager would get back to me. Guess how many managers called me back?? ZERO. I am placing a call to the CPSC as soon as they open this morning at 8am. Unless Samsung does something quickly for me on this, they have lost a customer for life. I would imagine there are many more in the same position as us, and we are basically left hanging in the breeze.
    09-23-2016 06:37 AM
  15. mikef91's Avatar
    Well, in a last ditch effort to give Samsung another shot, once again they have dropped the ball. This time though, they flat out refused to replace my phone. They said that if I can't get it replaced from the carrier, then there is nothing they can do. I'm pretty sure it is against the law for a manufacturer to refuse replacement of a government issued recalled product. I am contacting the CPSC now to pass along that information. After I hear what they can or can't do, then I will contact a lawyer. This is a joke. I will no longer buy another Samsung product. If I ever get a new phone, I am selling it right away.
    09-23-2016 07:13 AM
  16. Bimmerman's Avatar
    So they plan to do this with all the other ppl that have purchased phones thru places like Swappa/Ebay/Craigslist??? Doesn't seem really efficient or even plausible to have a Samsung Rep to accompany EVERY individual who've purchased a phone thru private parties that need a replacement.

    Is this going to be the bona fide method for ppl who are in the same situation like you? Or did they make a special accommodation for you/your case? I was hoping there would be some type of mail/ship option to get your replacement phone. Was that discussed at all?


    Honestly I am not sure, I will report back what happens over the following few days.
    09-23-2016 07:39 AM
  17. justj46671's Avatar
    Got a call from samsungs main office today. She got all of my information and said a rep would be calling me within 2 business day and the rep would be personally meeting me at a local retailer to swap out my phone.
    Youre gonna get tazed...I've seen it before.
    09-23-2016 09:55 AM
  18. homer813's Avatar
    Well, in a last ditch effort to give Samsung another shot, once again they have dropped the ball. This time though, they flat out refused to replace my phone. They said that if I can't get it replaced from the carrier, then there is nothing they can do. I'm pretty sure it is against the law for a manufacturer to refuse replacement of a government issued recalled product. I am contacting the CPSC now to pass along that information. After I hear what they can or can't do, then I will contact a lawyer. This is a joke. I will no longer buy another Samsung product. If I ever get a new phone, I am selling it right away.
    Absolutely the only thing you can do for them to listen. Keep us posted.
    09-23-2016 09:59 AM
  19. Bimmerman's Avatar
    Youre gonna get tazed...I've seen it before.
    LOL.

    I just got a second call from Samsung's main office in Texas, she wanted to verify the color I wanted and said someone should be calling today or Monday to setup a time to personally deliver the phone.
    Wiley_11 likes this.
    09-23-2016 10:27 AM
  20. Raymond Ian's Avatar
    Called the number from up top and the nice lady told me to call 8006382772. they just took down my info, imei and she told my to wait for a responds.
    09-23-2016 04:02 PM
  21. mikef91's Avatar
    Called the number from up top and the nice lady told me to call 8006382772. they just took down my info, imei and she told my to wait for a responds.
    I called the recall hotline and gave them my information. I also emailed the CPSC and got a response. They asked me for y name, address phone number, IMEI and the local T-Mobile store that rejected the exchange. They are supposed to be forwarding to Samsung. I'm not holding my breath...
    09-23-2016 06:36 PM
  22. RobSteal's Avatar
    Any updates on this?
    09-27-2016 12:55 AM
  23. echau808's Avatar
    Hi,

    I called the CSPC today and they said as of Friday 9/23/16 10 something in the morning, Samsung is supposed to be taking care of anyone who purchased second hand from a non carrier. So I called Samsung at which point the rep told me I need to contact the person I purchased the phone from and go to the carrier to get my exchange. I asked to speak to a supervisor. Samsung put me on hold for 10 minutes as he was "getting his supervisor" and then I was transferred to T-mobile without speaking to anyone else from Samsung. Called the CSPC hotline back and told them Samsung's response. Per the rep at CSPC, Samsung is supposed to be taking care of these situations. If you call the hotline and give them your info, your info is forwarded to the CSPC's "Office of Compliance" which is responsible for ensuring that consumer's receive their remedy for recalled products. I asked what the expected time frame would be but the rep said she does not know as they have received a large volume of calls for people in the same situation and they are apply pressure on Samsung for each case on a first come first serve basis. She didn't sound like she was making it up. I recommend you call the CSPC give them your info and wait for them to contact you back. It looks like the CSPC is on your side even if you didn't buy direct although Samsung is still dodging the situation.
    09-27-2016 01:32 AM
  24. RobSteal's Avatar
    Hi,

    I called the CSPC today and they said as of Friday 9/23/16 10 something in the morning, Samsung is supposed to be taking care of anyone who purchased second hand from a non carrier. So I called Samsung at which point the rep told me I need to contact the person I purchased the phone from and go to the carrier to get my exchange. I asked to speak to a supervisor. Samsung put me on hold for 10 minutes as he was "getting his supervisor" and then I was transferred to T-mobile without speaking to anyone else from Samsung. Called the CSPC hotline back and told them Samsung's response. Per the rep at CSPC, Samsung is supposed to be taking care of these situations. If you call the hotline and give them your info, your info is forwarded to the CSPC's "Office of Compliance" which is responsible for ensuring that consumer's receive their remedy for recalled products. I asked what the expected time frame would be but the rep said she does not know as they have received a large volume of calls for people in the same situation and they are apply pressure on Samsung for each case on a first come first serve basis. She didn't sound like she was making it up. I recommend you call the CSPC give them your info and wait for them to contact you back. It looks like the CSPC is on your side even if you didn't buy direct although Samsung is still dodging the situation.
    Is the replacement going to be made at the wireless carrier's brick & mortar or will Samsung ship/send you a replacement phone?
    09-27-2016 06:02 AM
  25. mikef91's Avatar
    Hi,

    I called the CSPC today and they said as of Friday 9/23/16 10 something in the morning, Samsung is supposed to be taking care of anyone who purchased second hand from a non carrier. So I called Samsung at which point the rep told me I need to contact the person I purchased the phone from and go to the carrier to get my exchange. I asked to speak to a supervisor. Samsung put me on hold for 10 minutes as he was "getting his supervisor" and then I was transferred to T-mobile without speaking to anyone else from Samsung. Called the CSPC hotline back and told them Samsung's response. Per the rep at CSPC, Samsung is supposed to be taking care of these situations. If you call the hotline and give them your info, your info is forwarded to the CSPC's "Office of Compliance" which is responsible for ensuring that consumer's receive their remedy for recalled products. I asked what the expected time frame would be but the rep said she does not know as they have received a large volume of calls for people in the same situation and they are apply pressure on Samsung for each case on a first come first serve basis. She didn't sound like she was making it up. I recommend you call the CSPC give them your info and wait for them to contact you back. It looks like the CSPC is on your side even if you didn't buy direct although Samsung is still dodging the situation.
    I've been through the same process as you. I followed up yesterday with the CPSC and they said that once they file the claim it's up to Samsung to take it from there. Based on my dealings with Samsung throughout this process, I'd say they won't be reaching out to me to get this exchange done. The only way to take this further is a class-action law suit and to get the media involved. The CPSC isn't going to be much help.
    09-27-2016 07:16 AM
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