09-09-2016 08:04 PM
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  1. smooth4lyfe's Avatar
    I was told by Verizon that I had to bring in everything including the box.
    Same here for AT&T
    09-07-2016 02:57 PM
  2. Dimas de Leon's Avatar
    I dropped my phone yesterday, just confirmed with T-Mobile that they will accept a broken device.

    T-Mobile:We have received your information and will connect you with a T-Mobile Chat Specialist soon.
    BenedickB: Hi!
    BenedickB: This is Ben, your chat specialist for today!
    You: Hello sir... I'm sure you've been bombarded by Note 7 recall questions. I already signed up to be notified when new Note 7 devices arrive at my local retail store so I can do a trade in... my question is, well, yesterday I dropped my phone, from 2.5 feet, and the screen shattered... will they accept a shattered screen?
    BenedickB: That is a good question.
    BenedickB: Let me check that for you so that I can give you an accurate answer.
    You: ok
    BenedickB: Thanks for the wait.
    BenedickB: Good news! If this is the case, you need to file a claim first with the Assurant.
    BenedickB: In order to initiate the claim process, you have the option to visit the www.myPHPinfo.com / mywirelessclaim.com website for a quick one time process or you can call them directly at 1-866-866-6285 for the Assurant Claims Center.
    BenedickB: Or you can go to T-mobile store to complete the return fot full reimbursement.And you will not be responsible for the deductible fee.
    BenedickB: *for
    BenedickB: We will accept it even the there is screen damage on it.
    BenedickB: Just let me know if I there are things that I have missed or any other clarification about it.
    You: Great, so I can skip the assurant claim and just go straight to the T-Mobile store?
    You: and return my phone for a new non-faulty one?
    BenedickB: Yes, that is right!
    BenedickB: Do you have any additional questions I can answer?
    You: nope, everything clear, thank you!
    BenedickB: Anything for you!~
    BenedickB: I am glad that I was able to help you today.
    BenedickB: Hopefully, I was able to give world class customer service and 100% satisfaction to you for today. Again, this is Ben. Have a fantastic day!
    The agent has exited the chat. Thank you for chatting with us today.

    I also went in yesterday to a retail store to return a useless Note 7 battery pack and asked them if I could return the phone broken. They said yes, they have to because the device is faulty. They cannot force us to keep a faulty device because of cosmetic issues. Say for example someone doesn't have the money to get it fixed, Samsung is not going to force you to keep it.
    09-07-2016 03:11 PM
  3. Jean Sagarese's Avatar
    AT&T gave me a pass on the box as I had used it to return my iPhone which they were aware of due to the instructions they gave me. Guess I was lucky - now my new Note cannot get here quick enough - I watched the iPhone and Apple Watch presentation today and for a sliver of a finger nail I was tempted then I thought wait I already have those features on a better looking phone
    09-07-2016 03:14 PM
  4. Gsxr151's Avatar
    I love how everyone says something different on these forums. Haha. Is the sky blue? Nope, it's red green purple and orange...ATT said so.
    Viscomi4444 likes this.
    09-07-2016 04:02 PM
  5. Almeuit's Avatar
    I love how everyone says something different on these forums. Haha. Is the sky blue? Nope, it's red green purple and orange...ATT said so.
    Well that is because some of us have AT&T, Verizon, T-Mobile, Sprint, etc.... So each carrier handles it differently.
    libra89 likes this.
    09-07-2016 04:08 PM
  6. EvEr34's Avatar
    Makes no sense to me that they would not accept a damaged phone. It's either recalled or its not. If you have a cracked screen and the phone still works the battery issue still exists no matter the condition of the phone.
    09-07-2016 04:10 PM
  7. moc426's Avatar
    You can use it in water, from android central "you can submerge the Note 7 in water up to five feet deep for up to 30 minutes."

    I see....well I watched a number of reviews (before purchase) from some very reputable Android experts putting it directly under running water....some swimming with it in the ocean.....some swimming with it while also taking picutres...I guess they are not aware of what the "waterproof rating" actually means...
    09-07-2016 04:12 PM
  8. zmann's Avatar
    I've been in my pool with it several times since day one,, it's mint,, no issues
    09-07-2016 04:14 PM
  9. SpookDroid's Avatar
    I've been in my pool with it several times since day one,, it's mint,, no issues
    It will withstand the water immersion, but if you jump into the water with it or throw it, it might cause the seals to break because of the pressure.

    Think of the Filipino divers in Rio. Had they gone into the water graciously, they'd withstand the judge's ire and gotten good scores (and less public mockery). But when they belly-flop, they get bad scores, public humiliation, and I'm betting a very red, sore tummy area. Same thing with your IP68 phone: it can withstand water immersion, but it's not rated for high-pressure ingress (such as a belly flop from the water's surface tension or powerful Jacuzzi jets).
    09-07-2016 04:25 PM
  10. SpookDroid's Avatar
    I love how everyone says something different on these forums. Haha. Is the sky blue? Nope, it's red green purple and orange...ATT said so.
    Also, we seem to get different responses from different reps from the same carriers/outlets. We can only state what we've heard from them, and unfortunately, they're still scrambling and haven't obviously propagated the information correctly within their own ranks.
    09-07-2016 04:27 PM
  11. debdroid1a's Avatar
    They have to take them back. They can make you buy insurance, but they have to take it back, because if it explodes then they will be on the hook for not allowing you to get a new phone.
    Did they change it to a mandatory recall? If not, you are responsible.
    09-07-2016 04:34 PM
  12. Gary02468's Avatar
    Makes no sense to me that they would not accept a damaged phone. It's either recalled or its not. If you have a cracked screen and the phone still works the battery issue still exists no matter the condition of the phone.
    Exactly. And if this were an official CSPC recall, that policy would probably be mandatory. But responsible vendors will abide by it even if it's voluntary (or Samsung may even require them to do so). So I'm not surprised by the policy.
    09-07-2016 04:35 PM
  13. EvEr34's Avatar
    Did they change it to a mandatory recall? If not, you are responsible.
    well if they pick and choose which phones they take back it might just end up being an official recall and that is not an ideal outcome for samsung. Probably the main reason they went the voluntary route is to keep the government out of it (did you read the FCC article) Anyways, I doubt that samsung has advised carriers not to take back damaged phones; I am more of the opinion that the carrier reps don't have all the pertinent information yet.
    badMojo69 and keepnitreel like this.
    09-07-2016 04:42 PM
  14. mike208's Avatar
    My text from verizon indicated(as others have mentioned) that this is a "voluntary" recall. Therefore they are treating it as such and won't likely want broken/scratched phones(obviously depends on the store/person I'm sure). My question is, how the "beep" is this a voluntary recall? If Samsung knows specifically which phones are affected and have quietly did a mandatory recall on those phones and issued the voluntary recall for the rest of us to give us peace of mine, OK I guess. But making the recall appear voluntary to all, and allowing the different carries to handle the recall however they want seems way wrong to me.

    Don't get me wrong, I'm one of the dummies sticking with it till new stock comes in. I only charge while awake and near the phone though if that makes me any less dumb. And I don't think this is enough to make me leave samsung or the note 7, especially after the iphone 6.5s(that was a joke, because I'm not seeing that big of an upgrade even from a 6, let alone 6s). I just can't wrap my head around it being a voluntary recall unless I am missing something.
    09-07-2016 04:48 PM
  15. bushy73's Avatar
    When I traded in my Note 7 it was phone only. The ATT rep told me they didnt need any of the accessories.
    that's right. Samsung have clearly stated that no accessories from the box need to be returned, only the phone.
    Jona005 likes this.
    09-07-2016 04:55 PM
  16. bushy73's Avatar
    I'm guessing that like with any other customer service experience, it may vary. I happened to find a very helpful guy at the ATT store the day I exchanged it. Earlier in that same day I was told by a rep at a different ATT location that I wouldn't be able to swap the loaner phone for a new Note 7 when it's available. If only there was consistency and shared knowledge across the board at these companies.
    Clear statement from Samsung.....

    ."If my Note 7 is damaged, can I still get a remedy?

    Yes, you are still entitled to a remedy of your choice if your device is damaged.

    Do I need to return all my accessories that came in the box?

    No, we do not require you to return all the accessories which came with the device. If you received a free 256G SD card as a part of the pre-sales order; you may keep the SD card."

    https://forums.androidcentral.com/e?...token=oFk47lsN
    Jona005 and Viscomi4444 like this.
    09-07-2016 05:00 PM
  17. mike208's Avatar
    So my wife just told me she called verizon today and the rep told her all the bad phones were made and sold in Korea(obviously we know that not to be completely true) so the odds of ours having a problem is 1 in a billion. I explained to her how the odds have already been blown out of the water. But clearly the carriers don't have the info and don't want to have to deal with this recall.
    09-07-2016 05:00 PM
  18. 1213 1213's Avatar
    Should be fine. To the people on AC the word 'abuse' refers to scratches you can only see with a microscope.
    09-07-2016 05:02 PM
  19. naturecannon's Avatar
    You got a Note 7. It's beautiful, shiny, new...and then the news break and you get the recall e-mail.

    Suddenly, you know you'll get this phone replaced. If you're waiting for the new Notes to come in and do so, you might start thinking 'well, this thing has its days numbered, so what the heck!' and stop using a case, peel off the screen protector, and jump in the pool with the phone more often than you would if it were a 'keeper'.

    Well, think again, especially if you're exchanging through carriers. I have confirmed with both Verizon and T-Mobile that their standard inspection for trade-in/return devices will apply (for T-Mobile, it's the same inspection that Jump! users go through when upgrading their phones). So if the phone doesn't work, has noticeable scratches or signs of abuse, they might charge you a fee or deny the exchange altogether.

    Again, it's up to each carrier and where you return it and who's there to receive it, so your mileage might vary. But still, be careful not to break your soon-to-be-gone phone, just in case.
    Samsung exchange program takes them back no matter the condition. Samsung wants the recalled Note 7s offf the street. So if a carrier will not take back your phone, get the managers name, employee name and number and call Samsung. A samsumg rep will deal with the employee who refused, set them straight and arrange it for your next visit so your phone can be exchanged. I spoke with Samsung and they instructed me to do that.

    Carriers and retailer need to realize it's not our fault the phones are bein recalled and catching fire. The number one issue here is safety. No.excuse to.purposely abuse your phone but no excuse to deny a return on a potentially dangerous phone that's being replace for free either.
    09-07-2016 05:38 PM
  20. chyeo1979's Avatar
    I was told by AT&T rep in my area that I have to return all the cables that came with the phone including the charger and cable
    Probably a 1 - 1 exchange. You miss a cable, they just take it away from the new box?
    09-07-2016 05:53 PM
  21. Android Optimizer's Avatar
    that's right. Samsung have clearly stated that no accessories from the box need to be returned, only the phone.
    Clear statement from Samsung.....

    ."If my Note 7 is damaged, can I still get a remedy?

    Yes, you are still entitled to a remedy of your choice if your device is damaged.

    Do I need to return all my accessories that came in the box?

    No, we do not require you to return all the accessories which came with the device. If you received a free 256G SD card as a part of the pre-sales order; you may keep the SD card."

    Important information for Galaxy Note7 owners
    If that holds true for all of us that would be nice. In addition to getting a $25 gift card (or credit on your phone bill if you so choose) you'll also have an extra pair of headphones, USB-C adapters, USB-C to USB-A cable, and a extra fast charging wall plug. Hopefully the carriers will not pull some: We'll since you didn't bring in your accessories we're keeping the ones from the new phone/box.
    For those of you that turned your phones in: Did you turn in the box (with the IMEI stickers and such), or just the physical phone unit by itself?

    So my wife just told me she called verizon today and the rep told her all the bad phones were made and sold in Korea(obviously we know that not to be completely true) so the odds of ours having a problem is 1 in a billion. I explained to her how the odds have already been blown out of the water. But clearly the carriers don't have the info and don't want to have to deal with this recall.
    Yep, all the phones except for the ones in China were all manufactured in South Korea, and all of those phones (again except for the Chinese ones) all have the Korean Samsung batteries. Look on the bottom of your box (where the IMEI and serial number are listed), and you'll see that it says: "Made in Korea". Its pretty bad that reps are either so misinformed, or lying out of their teeth (to try to avoid the conversation). Saying that the problem is only for phones both made and sold in Korea is pretty ridiculous. I wounder what that rep would say if someone showed him/her the sticker on the bottom of the phone box, or was asked " "then where was my Note 7 made?".If someone were to make a recall misinformation that you've heard thread it would probably get a lot of posts with some pretty ridiculous statements.
    09-07-2016 05:57 PM
  22. naturecannon's Avatar
    I had a cracked screen N7. Filed an insurance claim, came home that day and found out there was a recall. I tried to cancel claim with asurion but they wouldnt cancel claim. I went to return phone at best buy and they refused it. I called samsung and explained the issue. Samsumg was awesome, Samsung said " if we are replacing your phone for for free regardless and insurance still wants to fulfill claim and charge you a deductable for.a replacement we replace for free anyways wouldnt that almost be fraud on insurances part?". Samsung instructed me to go to best buy,, return the damaged phone and get store and employee info if they refused. End result.....Best buy ended up listening to (Samsung) and took back my phone .

    In the last few days with my dealings with a few note 7s, I must say samsung has been great, ATT has been great. Best buy definitely sucks and I will never purchase a phone there again. Going to the source (the carrier) is the only way to go.
    09-07-2016 06:00 PM
  23. trucksmoveamerica#AC's Avatar
    Samsung exchange program takes them back no matter the condition. Samsung wants the recalled Note 7s offf the street. So if a carrier will not take back your phone, get the managers name, employee name and number and call Samsung. A samsumg rep will deal with the employee who refused, set them straight and arrange it for your next visit so your phone can be exchanged. I spoke with Samsung and they instructed me to do that.

    Carriers and retailer need to realize it's not our fault the phones are bein recalled and catching fire. The number one issue here is safety. No.excuse to.purposely abuse your phone but no excuse to deny a return on a potentially dangerous phone that's being replace for free either.
    Samsung isn't that serious about getting them all off the street. They don't want to take care of the people that bought their phone off of swappa or eBay.
    09-07-2016 06:05 PM
  24. durandetto's Avatar
    My wife exchanged her s7 because the battery sucked and it took for ever to charge. The sprint store we went to allowed her to keep all of the accessories and gave her the new one with the box and all accessories.
    09-07-2016 06:18 PM
  25. Christine Aflak's Avatar
    I was told by AT&T rep in my area that I have to return all the cables that came with the phone including the charger and cable
    You're getting robbed, my friend. Samsung themselves told me through email that they don't need any of the extras back, just the phone. Why are these carriers being so cheap?! They're not paying for anything... Samsung is.
    Jona005, smooth4lyfe and bushy73 like this.
    09-07-2016 07:35 PM
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