Defective Note 8

[LegalAmerican]

"What a sorry excuse for a company, I will never buy their products again."

It wouldn't be an Android Central forum post without that sentence.

 

[dpham00]

I asked, they said they cannot do the return or exchange since they are not part of Samsung.com...

I have Verizon as well...

If it's the Verizon variant, try to contact Verizon for a warranty replacement.

 

[blopez24]

Exactly, I had an iPhone 6 Plus preordered and it came with a defective volume rocker, and I took it to my nearest Apple Store. I was in and out within an hour with a brand new phone, no questions asked.

Meanwhile, we got people making excuses for this sorry *** company that can't even own up to their own mistakes and wants to inconvenience the consumer as if it's such a hassle for them to have to deal with this.

The difference is you went to a brink building that is owned by the company whose phone you own. Samsung doesnt have many brink stores for you to go to do this. That is the major difference, the kiosk in best buys are just that kiosk not stores for samsung. If apple didnt have stores you would have to do the same with them. Its different situations. I bought a S5 with bestbuy, had issues wth the unit went to best buy they exchanged it because i bought it at their store. I bought a LG from LG directly at one point, they had me send it in because they dont have stores for me to go in to take it to.

Dont compare apples to oranges (pun not intended). I'm sure if Samsung had stores like apple does it would be a similar experience.

 

[dpham00]

The difference is you went to a brink building that is owned by the company whose phone you own. Samsung doesnt have many brink stores for you to go to do this. That is the major difference, the kiosk in best buys are just that kiosk not stores for samsung. If apple didnt have stores you would have to do the same with them. Its different situations. I bought a S5 with bestbuy, had issues wth the unit went to best buy they exchanged it because i bought it at their store. I bought a LG from LG directly at one point, they had me send it in because they dont have stores for me to go in to take it to.

Dont compare apples to oranges (pun not intended). I'm sure if Samsung had stores like apple does it would be a similar experience.

They still could charge you the full price, send out a replacement, then refund the charge once they received your defective phone back. That would be my preferred option.

 

[blopez24]

They still could charge you the full price, send out a replacement, then refund the charge once they received your defective phone back. That would be my preferred option.

True but then some people will complain as to why they have to be charged for another phone.

Me thats why i try to stay away form online purchases from a someone who doesnt have a brick store. I think charging a temporary fee would be great, not sure about being charged for another phone though.

 

[Miscue]

I understand that there are procedures for a replacement, but from a customer service standpoint, if this was my only phone and you're asking me to send it back, what am I suppose to do without a phone. Hell put a temporary charge on my card and send me a new one first so that I can send you the old one back.

Unfortunately, Samsung.com is the only place that offered former Note7 owners the incentive for $425 off, so I had to purchase from them. Otherwise, I would've done so locally.

I'm a former note 7 owner and instead of taking the 425.00 off, I went to Verizon and took advantage of their 480.00 trade in offer. There were plenty other offers from different retailers.

 

[eyedoc2020]

Unfortunately there are pluses and minuses with everything. OP decided to order through Samsung to take advantages of their offers. The benefits were the offers, the negatives are that there is no storefront you can go to to deal with problems. That is the risk you take when ordering from Samsung direct. If you expect them to send you out a brand new $900+ phone without inspecting it you are delusional at best.

I wish the OP luck in this process.

 

[dpham00]

I'm a former note 7 owner and instead of taking the 425.00 off, I went to Verizon and took advantage of their 480.00 trade in offer. There were plenty other offers from different retailers.

But the Verizon offer was with bill credits. Pay off before 24 months and you lose out on the remainder of the bill credit.

Also Verizon charges a $30 upgrade fee and tax on full retail (another $30 for me)

Finally, Samsung will give me $425 for my s5, Verizon only $240.

 

[DMarie04]

PM me.
We are suing Samsung USA
Samsung's customer service is heinous.


https://forums.androidcentral.com/s...-ceos-office-regarding-dust-under-screen.html

That's the one reason that stopped me from buying the unlocked N8 through Samsung. I really love their products BUT.....Samsung's service AFTER the sale absolutely Sucks!!! I have only had a few encounters over the years with Samsung electronics but each time they were LESS than accommodating, to say the least!!

 

[TabGuy]

What carrier are you with? I use Verizon and whenever I've had phones fail in the past they always sent a new one overnight with a return box included. They give me 2 weeks to return it I believe. I have never been without a phone.

This is a carrier issue, not a Samsung issue. Unless you bought directly from Samsung and not a carrier. Something I'd never recommend.

 

[B Hoste]

Well, after having to return my Note7 twice last year due to the battery recall, I thought Samsung would make right with the Note8. Guess I was wrong...

5 days in and the top quarter of my screen is no longer working. Contacted Samsung and they refuse to give me an exchange. "We will inspect and attempt to repair" "if repairs cannot be made, we will then issue an exchange"

So then my question becomes what am I suppose to do without a phone. Their response? "Well that's not our issue, please contact your carrier to set up arrangements for a loaner phone". Mind you I am getting the same response to the 6 representatives I spoke with, 3 of them being supervisors...

I certainly hope my Note8 is the only one with this issue, if not, this might be really bad for Samsung...

I have disputed the charge with the CC company and put a block on all future Samsung charges.

What a sorry excuse for a company, I will never buy their products again.

https://youtu.be/mbZB3ZwD7Fk

I feel the same way about LG, I had one phone (well, 5 of the same phone) that kept breaking in the same place. I carried it different, kept in my pocket, not in my pocket, in a belt clip and the joint where the phone closed (it was a flip phone) kept breaking. Their customer service was beyond horrible, I don't care what features they put on their new phone I will never use them again.

 

[trdsol23]

So basically, you received a defective phone and Samsung is following company policy and taking steps to rectify your issue, but you want to punish them and publicly bash them while abusing the credit dispute process because of your own failure to plan ahead and have a backup phone. Talk about entitlement..

So it is my fault that I brought a brand new phone with me on vacation and it fails 5 days in. I can understand the policies and procedures, but it's the way these representatives treated me. Mind you, I never raised my voice at them, but to use phrases like "that is not our issue" "there is nothing we can do" "you're going to have to make your own arrangements". I'm sorry, but that's not customer service.

So I bought the phone from Samsung.com, but they're telling me to take it up with my carrier Verizon? They told me to go into a Verizon store and ask for a loaner phone. Are you freaking kidding me? What kind of policy is that? (I already contacted Verizon, they said they have no such policies of providing loaner phones)

Not only are they not offering an exchange, they're now telling me to start the refund process online. Well guess what, I tried repurchasing the phone and I am no longer eligible for the Note7 discount and now they're unable to figure out how to give me that discount back. Not only that, the phone is backordered until the end of September. But hey, I guess that's just policies right?

This is not entitlement, and I feel sorry for people like you who keep taking it up the *** and think its okay for multi-billion dollar companies to treat you like this.

 

[Ca_lvn]

Treating you like what offering you a resulation for the problem , just becouse you didn't here want you want doesn't make it wrong.
You made the choice to buy direct now deal with it !
Or maby you fell better to keep complaining.
you have no entitlement here other than haveing the issue corrected did you send the phone in today to start the process thats the first step.
Maby IPhone is for you so you can walk in any apple store and have the problem imendently addressed.

 

[Amele]

Knock wood, as my grandmother used to say, no issues with my Note 8, after 8 days, but I had endless issues with the Pixel, and neither Google nor Verizon, where I got it. did anything but tell me that the connectivity issues was either my fault, or a fix was coming. Fix never came. Small group of early Pixel XL owners had the connectivity problems and far as I know, some never got it fixed. Me for instance. But I find that Verizon for all everyone bitches about them do have decent customer service (especially now that TMobile seems to be breathing down their necks) and that buying from the company that makes the phone is often a bad idea especially if they have neither stores nor good online service. I love Samsung products but have not heard great things about their customer service. I'd get a cheapie and put your sim in it and just follow the procedure and hope they get you a good one back, soon. Sorry you are having issues. It sucks, I know.

 

[anon(607340)]

So it is my fault that I brought a brand new phone with me on vacation and it fails 5 days in. I can understand the policies and procedures, but it's the way these representatives treated me. Mind you, I never raised my voice at them, but to use phrases like "that is not our issue" "there is nothing we can do" "you're going to have to make your own arrangements". I'm sorry, but that's not customer service.

So I bought the phone from Samsung.com, but they're telling me to take it up with my carrier Verizon? They told me to go into a Verizon store and ask for a loaner phone. Are you freaking kidding me? What kind of policy is that? (I already contacted Verizon, they said they have no such policies of providing loaner phones)

Not only are they not offering an exchange, they're now telling me to start the refund process online. Well guess what, I tried repurchasing the phone and I am no longer eligible for the Note7 discount and now they're unable to figure out how to give me that discount back. Not only that, the phone is backordered until the end of September. But hey, I guess that's just policies right?

This is not entitlement, and I feel sorry for people like you who keep taking it up the *** and think its okay for multi-billion dollar companies to treat you like this.

You opted to grab a new phone before taking a vacation with no backup plan in place. Phones are sometimes defective, everyone knows that. Because you could not wait until you returned and had to have it immediately, you put yourself in a predicament and you're angry that they won't compensate for your inability to plan ahead or be patient. That's called entitlement. I'm not even sorry for you because you seem to be the type of person who takes zero responsibility for your own actions and expect Samsung to bend the knee because you purchased something. There's already consumer protections in place, like the buyers remorse period, to cushion you from the financial fallout - but that's not enough, you want Samsung to hold your hand and put themselves at risk financially by taking your word without even having the device in hand. You're bad for business and I wouldn't want you for a customer.

 

[trdsol23]

You opted to grab a new phone before taking a vacation with no backup plan in place. Phones are sometimes defective, everyone knows that. Because you could not wait until you returned and had to have it immediately, you put yourself in a predicament and you're angry that they won't compensate for your inability to plan ahead or be patient. That's called entitlement. I'm not even sorry for you because you seem to be the type of person who takes zero responsibility for your own actions and expect Samsung to bend the knee because you purchased something. There's already consumer protections in place, like the buyers remorse period, to cushion you from the financial fallout - but that's not enough, you want Samsung to hold your hand and put themselves at risk financially by taking your word without even having the device in hand. You're bad for business and I wouldn't want you for a customer.

What part of I am okay with them charging me first so they can overnight me the phone before I send mines back do you not understand? How is that a financial risk? Some people need to learn how to read before they respond.

 

[LegalAmerican]

If I was Samsung, i'd be more than willing to overnight a customer a replacement after charging them for the full price of the device and the cost of overnight shipping.

However, they don't have to do that. Evidently they have chosen not to do that. Therefore, I think the best option for you is one you already mentioned. To never buy another one of their products because their business practices do not align with your expectations. I tend to keep a couple devices on hand in case something like this happens. It sucks and would frustrate me, but it wouldn't be the end of the world for me to return a defective unit and wait 3 weeks for the new one. Some companies are better at one aspect of customer service and worse in other areas. I would do things differently here than Samsung is, but I'm not Samsung and have no control over that.

 

[anon(607340)]

What part of I am okay with them charging me first so they can overnight me the phone before I send mines back do you not understand? How is that a financial risk? Some people need to learn how to read before they respond.

You're asking them to charge you the discounted price, in advance, without them having the 'defective' phone. For all they know, you could keep both. If that weren't the case, you wouldn't even need to ask them permission, you would just order another phone on their site. Not only that, if the phone was damaged due to you own negligence/actions, and they determine it is not covered, you could screw them that way as well since they would have already sent you another one at the discounted price.

Your problem is the "but I want it NOW!" attitude, you can't even wait for them to evaluate the device or go through the proper procedures. They never said they would not take care of you - you just don't like the way they are handling it, you want it done your way, and you want it done NOW. That's not reasonable, it's exactly what I said - entitlement. I did read through your sob story before replying the first time. Consumers like you are the reason companies like Samsung don't care about your complaints - they're not valid.

 

[gyounk]

This is funny watching the SammySheep try to battle the Sansung Overlords. You know they do shady stuff (aka President Park scandal with Samsung CEO).

 

[anon(607340)]

Lol if you're referring to me, I'm not a representative of Samsung and couldn't care less what happens here. Just my point of view, society is full of entitled people nowadays and it's pathetic.