Defective Note 8

[kevinpleasants]

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

Just take it to your carrier and tell them you're having a problem with it. You don't have to tell them you purchased it thru Samsung unless they ask. Tell them what's wrong with it. They will check it out. If they can't fix it for you they will exchange it for you. (It's under warranty). Verizon has always done that for me. Good luck.

 

[anon(1733)]

Just take it to your carrier and tell them you're having a problem with it. You don't have to tell them you purchased it thru Samsung unless they ask. Tell them what's wrong with it. They will check it out. If they can't fix it for you they will exchange it for you. (It's under warranty). Verizon has always done that for me. Good luck.

Never seen that. They know if they sold you the device or not. I highly doubt they will service it.

 

[anon(607340)]

Just take it to your carrier and tell them you're having a problem with it. You don't have to tell them you purchased it thru Samsung unless they ask. Tell them what's wrong with it. They will check it out. If they can't fix it for you they will exchange it for you. (It's under warranty). Verizon has always done that for me. Good luck.

There's the solution! Defraud another company since you can't work over Samsung! Incredible. Done with this thread

 

[ThrottleJohnny]

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).

I hate posts like this. So I guess you stumbled onto this forum by accident right?

Riiight...

 

[eyedoc2020]

OP needs to man up and stop whining. It is true that not having a back up phone is not their problem. You have a defective phone, their policy is for you to send it back in for evaluation. They will fix it or replace it. They are dealing with what they are responsible for. If you ordered through Verizon you would have a store to go into and would have more options.

 

[dpham00]

Never seen that. They know if they sold you the device or not. I highly doubt they will service it.

If it's a Verizon model then they would definitely service it, but after the return period. Before would be questionable

 

[trdsol23]

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.

I absolutely hate it when people like you make assumptions about other people's issues. I am not asking them to charge me a discounted price in advance, charge me the full price then after they receive the return, they can remove the charge.

I spent 5 hours on the phone with them, through 6 incompetent representatives to find out what my options were as far as an exchange. It shouldn't be this difficult. It's my money, I am the consumer, I should be able to consider all my options.

So I send in my phone, average Joe takes a look at it, rips the screen apart and puts a new one on, done, send back to me. I should be okay with this?!?! After spending how much on a phone that's 5 days old?

My issue with them now is they're asking me to start the refund process online, since their system can't process an exchange at the moment. Fine, I follow their instructions, start the return process online. After that, I go back on their website to try to reorder with the same discount and it says promotion has already been applied. Now I'm on the phone with them again, and all they're telling me is I already used the promotion, we understand you returned the other device, but too bad?!?!

This is already 7 hours of my time wasted trying to deal with their completely incompetent customer service department. I work as a high upper management for a Fortune Top 5 company, and we do whatever it takes to take care of our customers. Maybe that's why my expectations are so high. Am I giving them a little push back because I am not happy with their policies and response, yes, but I am still following their policies and procedures every step of the way only to get screwed over time and time again.

People like you are the same people who don't give a **** about customer complaints, people like you SHOULD NEVER WORK in the customer service industry because you ARE THE ONE that's BAD for business.

 

[kirksucks]

I always buy brick & mortar if I can. That way you have a physical place to complain to. Also, a place to physically touch things you want to buy.

I have a couple old phones that work if I need a phone too. because you never know.

 

[anon(607340)]

I absolutely hate it when people like you make assumptions about other people's issues. I am not asking them to charge me a discounted price in advance, charge me the full price then after they receive the return, they can remove the charge.

I spent 5 hours on the phone with them, through 6 incompetent representatives to find out what my options were as far as an exchange. It shouldn't be this difficult. It's my money, I am the consumer, I should be able to consider all my options.

So I send in my phone, average Joe takes a look at it, rips the screen apart and puts a new one on, done, send back to me. I should be okay with this?!?! After spending how much on a phone that's 5 days old?

My issue with them now is they're asking me to start the refund process online, since their system can't process an exchange at the moment. Fine, I follow their instructions, start the return process online. After that, I go back on their website to try to reorder with the same discount and it says promotion has already been applied. Now I'm on the phone with them again, and all they're telling me is I already used the promotion, we understand you returned the other device, but too bad?!?!

This is already 7 hours of my time wasted trying to deal with their completely incompetent customer service department. I work as a high upper management for a Fortune Top 5 company, and we do whatever it takes to take care of our customers. Maybe that's why my expectations are so high. Am I giving them a little push back because I am not happy with their policies and response, yes, but I am still following their policies and procedures every step of the way only to get screwed over time and time again.

People like you are the same people who don't give a **** about customer complaints, people like you SHOULD NEVER WORK in the customer service industry because you ARE THE ONE that's BAD for business.

For a guy who works in management at a Fortune 500 company, you sure seem upset over a minor annoyance. Surely someone with your income can solve the problem immediately and worry about financial fixes later, right? Right...

Know what I dislike? Someone airing out their personal inability to process their emotions in an online forum designed for people to discuss a phone, turning it into a whining fest about a manufacturer, then continuing to justify their whining when someone doesn't agree with their obviously over emotional rant. Grow up, "executive".

 

[kevinpleasants]

There's the solution! Defraud another company since you can't work over Samsung! Incredible. Done with this thread

It's not defrauding. If the phone has a problem you can take it to your carrier whether you bought it there or not. It's under warranty. He/she could also call his carrier and have them troubleshoot the phone. If the problem can't be solved they will send a replacement then he/she return the defective phone. Maybe you should hang around and 'learn something instead of being "Done with thus thread".

 

[anon(607340)]

It's not defrauding. If the phone has a problem you can take it to your carrier whether you bought it there or not. It's under warranty. He/she could also call his carrier and have them troubleshoot the phone. If the problem can't be solved they will send a replacement then he/she return the defective phone. Maybe you should hang around and 'learn something instead of being "Done with thus thread".

They only do that if you have coverage with them. Not sure where you're getting the idea you can waltz in to a Verizon store with a phone you didn't buy or get insurance on through Verizon, and they will fix it for free. That doesn't happen. Also, OP said he didn't want it "fixed" in one of his last posts, because it was "new", so tell me again how Verizon would help him?

 

[kevinpleasants]

Never seen that. They know if they sold you the device or not. I highly doubt they will service it.

Verizon has been doing that for years. The phone is under warranty and operates on their network.

 

[kevinpleasants]

They only do that if you have coverage with them. Not sure where you're getting the idea you can waltz in to a Verizon store with a phone you didn't buy or get insurance on through Verizon, and they will fix it for free. That doesn't happen. Also, OP said he didn't want it "fixed" in one of his last posts, because it was "new", so tell me again how Verizon would help him?

I get it because that's what Verizon and AT&T has done for me and others I know. I'm not new to mobile phones and carriers. If this person's phone is defective it's covered under warranty. The carrier will look at it and examine the defect. If it can't be fixed they will give a replacement. If they have one in the store OP can get it, i f not they will ship OP a replacement. If the OP broke the phone, cracked screen etc., no, his insurance will cover that. So yes you can waltz into the carrier with your defective phone.

 

[anon(1733)]

Verizon has been doing that for years. The phone is under warranty and operates on their network.

But they didn't sell the phone to you. You have to go through the retailer you purchased it. That's been my experience.

 

[Deke218]

Verizon has been doing that for years. The phone is under warranty and operates on their network.

If you think about it, there may be some validity to this. It is a Verizon device. Shouldn't matter where you purchased it. I could see if it was a device your carrier didn't sell.

OP should at the very least should give his carrier a call if he hasn't already. Worse they could do is say no.

 

[chyeo1979]

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...

That's quite a poor response from customer service. That's not our issue is just a very slightly more polite version of that's none of my business. Even if it is indeed not their issue, they can say it in a better way and just direct you to the correct party.

 

[wricu01]

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

That's why I didn't order from Samsung there return policy is sucks

 

[anon(10317719)]

I get it because that's what Verizon and AT&T has done for me and others I know. I'm not new to mobile phones and carriers. If this person's phone is defective it's covered under warranty. The carrier will look at it and examine the defect. If it can't be fixed they will give a replacement. If they have one in the store OP can get it, i f not they will ship OP a replacement. If the OP broke the phone, cracked screen etc., no, his insurance will cover that. So yes you can waltz into the carrier with your defective phone.

Yes, but they send it to the mfg, they don't actually fix anything. And that's what Samsung told him to do, get a loaner from his carrier, and send in the phone so they can examine it, remember? But that's not good enough for him..

And if you think they hand out replacements for phones they did not sell, you're dreaming lol.

 

[reinbeau]

If you think about it, there may be some validity to this. It is a Verizon device. Shouldn't matter where you purchased it. I could see if it was a device your carrier didn't sell.

OP should at the very least should give his carrier a call if he hasn't already. Worse they could do is say no.

It's not a Verizon device. It is an unlocked phone direct from Samsung. I seriously doubt Verizon will do a thing about it, they didn't supply the phone. Samsung is doing what their policy says to do. It's not their fault he doesn't have a backup phone. While I feel the pain of someone having a defective phone after the 7 debacle, nothing here is anyone's 'fault' other than expecting companies to violate their own policies in their attempts to 'make things right'.

 

[Chad S]

You're not the only one with a defective Note 8. Mine died this morning. No power whatsoever. Won't charge, no lights, nada. And of course I'm flying out of town tomorrow and mailed my old phone in for the trade in yesterday. Just my luck!