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.