03-23-2016 04:50 AM
83 123 ...
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  1. rbiowa's Avatar
    I received my new S7 Edge on Tuesday the 8th. Moving from an iPhone 6s Plus. Love the phone. Feels great in your hand. Would have enjoyed sticking with it, but.... Last night when I got on my flight from Atlanta, I went to turn the phone off and found that the on/off button no longer worked. I then tried the volume up button, it works, but the volume down button doesn't. Haven't dropped it. In fact it's still pristine. I went online this morning with Verizon and was instructed to go a company store and exchange it. Over lunch I went to Verizon and was told that they don't have 'any' in stock and aren't expecting any until early next month. To be fair it's because I have the infamous Silver S7 Edge. I asked, what I was supposed to do in the meantime. Could I get a loaner? No, rather abruptly, I was told to call Samsung. I called Samsung and was on hold for 22 minutes and 35 seconds until a CS representative came on the line. I was told that I could send it in for repair. I replied that it's only 9 days old, I want it replaced. She said the only way to get a replacement is to see my service provider. Samsung will only repair. So, since I'm in my 14 day window and I haven't sold my iPhone yet, I'm returning it tomorrow and reactivating my 6S plus. Sorry, I tried to switch, but I'm quite sure that I would have gotten a more satisfactory response with Apple in a timely manner. Bad service from Verizon, worse from Samsung. I should also add that I have 4 cell phone lines, 3 iPad lines, home phone and jet pack from Verizon. Obviously they don't care about how much $$$ I spend with them monthly.
    03-16-2016 01:38 PM
  2. 1812dave's Avatar
    Tried another Verizon store to see if they have one in stock? Considered a different color if you want an immediate replacement locally?
    03-16-2016 01:45 PM
  3. DaveInFL's Avatar
    You could also still get the replacement and when it finally arrives give it another chance. There are always going to be some defective units sadly.
    I too would be very unhappy that my brand new phone went south and that my telco didn't have any replacements
    Morty2264 and zipro like this.
    03-16-2016 01:50 PM
  4. dov1978's Avatar
    Samsung Customer service (at least here in the UK) is horrendous. I got my son a Galaxy J5 at Christmas for his 1st phone. It would completely freeze up several times a day and only be fixed by pulling the battery out. I phoned customer services and got put through to their 3rd party repair company. I posted them the phone and they just sent it back saying there's nothing wrong with it. Not once but twice! I gave up in the end and bought him a Moto G 3rd gen instead. I'm just hoping my new s7 edge doesn't have any issues like yourself. Like you say Apple Customer service is a million miles away from that and I've taken faulty phones into the Apple store and had them replaced easily after a short appointment to the genius bar.

    Posted via the Android Central App
    03-16-2016 01:50 PM
  5. Kevin OQuinn's Avatar
    A couple things:

    1. Apple will obviously only be able to exchange a phone if they have it in stock too. I have ran into issues not being able to exchange because of this when the iPhone 6+ came out.
    2. Nope, VZW doesn't care one bit about how much you spend with them monthly.
    3. Even if they did, they can't exchange your phone if they literally have none in stock. Not sure how your monthly expenditure with them would affect the inventory levels of a phone.
    03-16-2016 01:51 PM
  6. rbiowa's Avatar
    I live in rural Iowa. There is only one Verizon store within 75 miles. Really want the silver color. Besides, the iPhone that I have only one complaint about (how it feels in my hand) is there and works fantastic.
    1812dave likes this.
    03-16-2016 01:51 PM
  7. rbiowa's Avatar
    I'd have been happy with a loaner and it didn't need to be an S7 Edge....
    Denisej likes this.
    03-16-2016 01:52 PM
  8. marlin29311's Avatar
    Not that I'm praising Verizon here, but how is it bad customer service on Verizon's part? They don't have any brand new phones in stock and can't really do much for you at this point (which is Samsung's issue, not theirs) - did you try asking for another color?
    Nkky7 and TheGuYthatsaySthat like this.
    03-16-2016 01:52 PM
  9. Kevin OQuinn's Avatar
    And if you really wanted the S7 Edge you could return the one you have, use the iPhone in the meantime, and then just buy it again when they're back in stock.
    Aquila, alhc78, Ry and 1 others like this.
    03-16-2016 01:54 PM
  10. rbiowa's Avatar
    Once again, if they offered a loaner phone I wouldn't either. But, dismissive attitude from the store representative... He didn't even offer a number for Samsung support...
    killspy6 likes this.
    03-16-2016 01:54 PM
  11. Kirk Burkhead's Avatar
    I would consider using the iPhone while you wait for replacement. But that's just my opinion...

    Posted via the Android Central App
    03-16-2016 01:55 PM
  12. rbiowa's Avatar
    Yes I could wait and purchase later. Perhaps I will...
    Aquila likes this.
    03-16-2016 01:56 PM
  13. Necrocis's Avatar
    They should of offered you a loaner, no question on that.

    Posted via the Android Central App
    Denisej likes this.
    03-16-2016 01:56 PM
  14. wxman2003's Avatar
    I had that happen with my iPhone 6 Plus. Preordered the day it went on sale. Got it on time. It didn't work properly. Went to Verizon. None in stock. Called Apple. I could get it exchanged at the nearest Apple store. Unfortunately, that was 200 miles away. No thanks. had to wait 3 weeks for a replacement from Verizon.

    I get a kick out of people who say they have X amount of lines, that somehow they are entitled to something.
    Monee_121 and anon(1017475) like this.
    03-16-2016 01:58 PM
  15. Almeuit's Avatar
    I'd have been happy with a loaner and it didn't need to be an S7 Edge....
    No carriers will do loaner phones. That invites way too much hassle for them from actually getting the loaner back, to a loaner being returned damaged, and all that. Especially if you have a phone (your iPhone) you could use.
    03-16-2016 02:00 PM
  16. Brett1024's Avatar
    Did you try holding down the power button and top volume rocker. Not sure if that will work but someone else had a problem and they did the reboot that way and it worked.
    03-16-2016 02:09 PM
  17. Brett1024's Avatar
    Actually I'm almost positive this will work. Hold down for 7-8 seconds, the s7s came with buttons that do this sometimes. (Hopefully this will be fixed in an update as it seems like a software issue.)
    rbiowa and Almeuit like this.
    03-16-2016 02:10 PM
  18. Gdwheel's Avatar
    I had that happen with my iPhone 6 Plus. Preordered the day it went on sale. Got it on time. It didn't work properly. Went to Verizon. None in stock. Called Apple. I could get it exchanged at the nearest Apple store. Unfortunately, that was 200 miles away. No thanks. had to wait 3 weeks for a replacement from Verizon.

    I get a kick out of people who say they have X amount of lines, that somehow they are entitled to something.
    I had the exact same experience with Apple. In fact, they would not even acknowledge the order for the new one until I mailed the defective one back to them (there is no Apple store close to me). It took almost two months to get the phone I had pre-ordered. I waited three weeks from the pre-order date to receive the defective phone and then another month for the replacement. Apple is no better.
    03-16-2016 02:11 PM
  19. Aquila's Avatar
    I live in rural Iowa. There is only one Verizon store within 75 miles. Really want the silver color. Besides, the iPhone that I have only one complaint about (how it feels in my hand) is there and works fantastic.
    Does that make using the iPhone while you wait for the replacement to come into stock an option? Verizon seems to be doing what they can to help, but their hands are a little tied by a phone that was released last week in limited quantities. I'm also in Iowa - I could check at some stores in this area and see if they could ship to your store.
    03-16-2016 02:14 PM
  20. Brett1024's Avatar
    I received my new S7 Edge on Tuesday the 8th. Moving from an iPhone 6s Plus. Love the phone. Feels great in your hand. Would have enjoyed sticking with it, but.... Last night when I got on my flight from Atlanta, I went to turn the phone off and found that the on/off button no longer worked. I then tried the volume up button, it works, but the volume down button doesn't. Haven't dropped it. In fact it's still pristine. I went online this morning with Verizon and was instructed to go a company store and exchange it. Over lunch I went to Verizon and was told that they don't have 'any' in stock and aren't expecting any until early next month. To be fair it's because I have the infamous Silver S7 Edge. I asked, what I was supposed to do in the meantime. Could I get a loaner? No, rather abruptly, I was told to call Samsung. I called Samsung and was on hold for 22 minutes and 35 seconds until a CS representative came on the line. I was told that I could send it in for repair. I replied that it's only 9 days old, I want it replaced. She said the only way to get a replacement is to see my service provider. Samsung will only repair. So, since I'm in my 14 day window and I haven't sold my iPhone yet, I'm returning it tomorrow and reactivating my 6S plus. Sorry, I tried to switch, but I'm quite sure that I would have gotten a more satisfactory response with Apple in a timely manner. Bad service from Verizon, worse from Samsung. I should also add that I have 4 cell phone lines, 3 iPad lines, home phone and jet pack from Verizon. Obviously they don't care about how much $$$ I spend with them monthly.
    Hold down the volume button and power button for 7-8 seconds. The phone will reset and it should fix the buttons. Hope this hehlps
    Aquila, aggie, rbiowa and 3 others like this.
    03-16-2016 02:19 PM
  21. erasat's Avatar
    Did you try holding down the power button and top volume rocker. Not sure if that will work but someone else had a problem and they did the reboot that way and it worked.
    Actually I'm almost positive this will work. Hold down for 7-8 seconds, the s7s came with buttons that do this sometimes. (Hopefully this will be fixed in an update as it seems like a software issue.)
    Yes I could wait and purchase later. Perhaps I will...
    Try what it was posted here first, maybe it will take care of the issue. If it works, I'd enter into recovery mode pressing and holding Home, Volume Up and Power Buttons until you see the Android robot and in there do a Wipe data/Factory Reset, just in case there was some OS corruption.
    Brett1024 and Aquila like this.
    03-16-2016 02:19 PM
  22. Aquila's Avatar
    go-go-gadget-androidcentral-helpers. sorry to call it out so cheesy-like, but really appreciate the people jumping in here and offering to help.
    Almeuit, VDub2174, sangs and 2 others like this.
    03-16-2016 02:22 PM
  23. aggie's Avatar
    I'd have been happy with a loaner and it didn't need to be an S7 Edge....
    That's really a Verizon issue, not a Samsung one but I do not think any other carrier would have been able to do anything different. I ran into the same issue with Apple when i got the 6 plus. They didn't have any replacements available at the time so, luckily I still had my Note 3 and returned the 6 plus and waited until the initial rush died down and supply was greater. I say since you still have your iPhone, return the S7 Edge for now. They should waive the restock due to it being a faulty device and them not having a replacement. Then in a couple weeks after the madness dies down go in and buy again. This is a really great phone and you would be doing yourself a disservice just giving up on it due to a supply issue. Every manufacturer will produce faulty units and anytime a flagship is launched by Apple or Samsung you run the risk of their not being a replacement phone available at launch.
    03-16-2016 02:23 PM
  24. rbiowa's Avatar
    Brett1024, THANK YOU! Needless to say, that worked!!
    Aquila, aggie, Almeuit and 16 others like this.
    03-16-2016 02:24 PM
  25. Aquila's Avatar
    Brett1024, THANK YOU! Needless to say, that worked!!
    Fantastic! That's great news
    Almeuit likes this.
    03-16-2016 02:27 PM
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