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I got my new E4GT on Jan 21, and I fount on 23th that it doesn't receive any GPS signal 'at all'. I guess you guys might have some tweaks to fix this issue but I didn't. So I just sent it to Samsung service center on 24th, which was my biggest mistake.
They recieved my phone on '30th' because they are using UPS 'Ground', which I think is ridiculus for a repair service dealing a product costs more than $500. And it's now Feb 6, and it was still being repaired.
So I called them and asked how long would it take more to get it back, and the representative said 'Another week or two'. Wow. Taking a month to finally use a new phone.
So I called Sprint who I originally talked to when I found the problem. At that time one of the representatives told me to send my phone to Samsung since it's a 'technical issue' of the mobile product of Samsung. I explained how my phone's being taken care of, and they said my phone just could have been replaced without additioanl charge since it has an original defect if I brought it to Sprint store right away rather than sending it to Samsung. What Sprint told me they can do is by the way that only once I get my phone back from the Samsung repair shop and bring it to them, they will be able to take care of it because they need the phone in their hands.
So I called (...) Samsung again to claim my phone back right away regardless of whether it's completely repaired or not. But what the first representative I talked to told me is that 1. there's no way to send the product back to the customer while it's under the repair process because it is related to the liability issue(what?!), so I will need to WAIT until my phone is completely fixed. 2. also there's no way to expedite the shipping process because the UPS 'Ground' is the only way of portal service they are using 'from the shop' to the customers. (I even told him that I'm willing to pay additional charge or anything for that)
That was what he kept arguing until I asked him to transfer me to his supervisor or anyone has higher level authority of support. Although he argued that it would be the exactly same if I talked to anyone else, the higher support representative immediately canceled my repair and sent it back to me throught UPS 2nd day air service.
I'm not sure if it's okay to post this kind of complaining here, but might be helpful for those of you who have repair issues.
DO NOT SEND YOUR PHONE TO SAMSUNG. WHETHER OR NOT YOU HAVE THE TOTAL PROTECTION WITH SPRINT, BRING IT TO THEM.
luvnpce said:
I got my new E4GT on Jan 21, and I fount on 23th that it doesn't receive any GPS signal 'at all'. I guess you guys might have some tweaks to fix this issue but I didn't. So I just sent it to Samsung service center on 24th, which was my biggest mistake.
They recieved my phone on '30th' because they are using UPS 'Ground', which I think is ridiculus for a repair service dealing a product costs more than $500. And it's now Feb 6, and it was still being repaired.
So I called them and asked how long would it take more to get it back, and the representative said 'Another week or two'. Wow. Taking a month to finally use a new phone.
So I called Sprint who I originally talked to when I found the problem. At that time one of the representatives told me to send my phone to Samsung since it's a 'technical issue' of the mobile product of Samsung. I explained how my phone's being taken care of, and they said my phone just could have been replaced without additioanl charge since it has an original defect if I brought it to Sprint store right away rather than sending it to Samsung. What Sprint told me they can do is by the way that only once I get my phone back from the Samsung repair shop and bring it to them, they will be able to take care of it because they need the phone in their hands.
So I called (...) Samsung again to claim my phone back right away regardless of whether it's completely repaired or not. But what the first representative I talked to told me is that 1. there's no way to send the product back to the customer while it's under the repair process because it is related to the liability issue(what?!), so I will need to WAIT until my phone is completely fixed. 2. also there's no way to expedite the shipping process because the UPS 'Ground' is the only way of portal service they are using 'from the shop' to the customers. (I even told him that I'm willing to pay additional charge or anything for that)
That was what he kept arguing until I asked him to transfer me to his supervisor or anyone has higher level authority of support. Although he argued that it would be the exactly same if I talked to anyone else, the higher support representative immediately canceled my repair and sent it back to me throught UPS 2nd day air service.
I'm not sure if it's okay to post this kind of complaining here, but might be helpful for those of you who have repair issues.
DO NOT SEND YOUR PHONE TO SAMSUNG. WHETHER OR NOT YOU HAVE THE TOTAL PROTECTION WITH SPRINT, BRING IT TO THEM.
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If you would have asked first then we would have told you to go to sprint..... In and out no problem
We are not like the international g$2 the carriers overseas usually don't do this but all the carriers in us do the carrier work ...
Sent from my SPH-D710 using xda premium
Unless you bought it used off of Craigslist, why would you not return to the store where you bought it?
Sprint has a 14 day return on new devices, no questions asked.
But yes I agree. Samsung customer service is garbage. As much as I would like the Nexus, I won't buy it as Samsung makes it. I will wait for HTCs next phone.
Your lucky it wasn't Motorola, they would have said were working on an update and hung up.
Sometimes you learn things the hard way, but seriously, assuming you bought your phone at a Sprint store or authorized dealer, and did not take it to a Sprint store or repair center first, especially during the 14 day return period, well ... you already know the rest. Sending ANY kind of electronics back to the manufacturer should be the last resort. I'm at a bit of a loss why you would have sent your phone to Samsung 3 days after you bought it. Sprint cares about you way more than Samsung, and that isn't exactly saying much.
Still, I can't shake the feeling that there's something to this story you're not telling us.
I first contacted Sprint and sending it to Samsung was their suggestion. That's why. Even the Sprint representative I talked to today didn't know why the first representative told me to do that way. That might be the missing point here. After talking to him, his supervisor called me and apologized for the bad advise from the first one. If I knew or heard that it couldve taken care of by Sprint, I would definately have dont that way.
Work at sprint here, yea, withing 14 days we always swap it for you instore. Past 14 days, free with insurance, or $35 without.
Sent from my SPH-D710 using XDA App
Why would you think to try and repair a defective phone within your return/exchange period??
Step 1-Got to Sprint store
Step 2-Exchange phone for brand new one
Step 3-Love new working phone
I'm not trying to be rude, but there is 14 days for a reason
luvnpce said:
I first contacted Sprint and sending it to Samsung was their suggestion. That's why. Even the Sprint representative I talked to today didn't know why the first representative told me to do that way. That might be the missing point here. After talking to him, his supervisor called me and apologized for the bad advise from the first one. If I knew or heard that it couldve taken care of by Sprint, I would definately have dont that way.
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You dont contact Sprint, you take it to Sprint, the store you bought it at or any other store ... I guess you did learn your lesson
I buy all my phones on craigslist or ebay. If I break one, usually I find some way for it to be manufacturer error or whatever (faulty usb connection, faulty screen, faulty keyboard). I have insurance through sprint, so I take it to an authorized repair center(I have 3 in town), and they replace it free of charge because its manufacturer error. Usually I get my replacement device the next day.
luvnpce said:
I first contacted Sprint and sending it to Samsung was their suggestion. That's why. Even the Sprint representative I talked to today didn't know why the first representative told me to do that way. That might be the missing point here. After talking to him, his supervisor called me and apologized for the bad advise from the first one. If I knew or heard that it couldve taken care of by Sprint, I would definately have dont that way.
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I see. Sorry you got bad advice, but sometimes you can get better advice from the drunk bum pushing a shopping cart full of cans and bottles down your street than you do from a service call center rep. Often times they're new, under trained, or just don't give a **** and want to get you off the phone.
If it's any consolation, I guess it's safe to say you learned something through this experience, which is always a positive. I hope you get your phone back soon.
I recently had warranty service on my Note 4 through AT&T. The process turned out to be considerably more difficult - and potentially financially risky - than I expected. There are a lot of things that I know now, that I wish I had known at the beginning of the process. Therefore, I'm writing this summary to help prepare other AT&T customers who need service for their Samsung (and probably other) products.
If you don't care about the back story, just scan for the bolded TAKEAWAY lines below, or skip to the SUMMARY section at the end.
THE ISSUE
I bought a new (not refurbished) Note 4 a few months ago. From the moment I got it home, away from the blazing fluorescent lights and full screen brightness in the AT&T store, I noticed the dreaded pink tinted screen issue. The effect was minor at first, but grew in intensity over the subsequent weeks. It was bad enough within just a couple of days that I couldn't see the right-most digit of my alarm clock app at all when I had the brightness turned way down for nighttime (this would be at the top of the screen, they way it sits horizontally on my stand).
Having had a similar, but more severe, screen issue that rendered my Galaxy S4 unusable, I was particularly sensitive to screen quality and resolved to get this fixed.
MY OPTIONS
I had two primary options for fixing the problem (probably in addition to purchase protection on my business credit card):
1. Samsung warranty: Covers manufacturer defects for one year
2. AT&T insurance policy (well, 3rd party policy that AT&T sells): Covers virtually any kind of defect, damage, or loss, after paying the deductible
I decided to pursue Option 1, for two reasons. Firstly, the problem was clearly (to me, at least) a manufacturing defect. Secondly, the insurance policy had a $200 deductible. So, I stopped by the AT&T store in my local mall to get the phone fixed under warranty. No problem, right? I mean, my parents have had like a half-dozen iPhones fixed or replaced at the Apple store in their mall just by walking in off the street...
AT&T'S PROCESS
I learned my first lesson in the threshold of the door to the AT&T store:
TAKEAWAY 1: AT&T RETAIL STORES DON'T PROVIDE WARRANTY SERVICE FOR THE DEVICES THEY SELL
Huh? Given the aforementioned problem with my S4, I was shrewd enough to ask about the warranty before buying the Note 4. The AT&T person told me that it had a 1-year, manufacturer warranty. This was entirely correct. My mistake was interpreting this to mean that I could go back to the store where I had just bought the phone a few weeks prior and have it fixed under warranty. That's not the case. Instead, the person at the store handed me a business card with the toll-free number for AT&T Wireless support.
I went back home and called the number on the card. The person who helped me was prompt and professional. She logged the details of my issue, and explained the next steps to me as follows:
AT&T sends a new phone body
I swap my battery, SIM card, S Pen, and back cover to the new phone
I repackage my old phone body in the same box and mail it back to AT&T, postage pre-paid
So far, so good. But...
An AT&T person receives and evaluates the old phone
If the problem is deemed to be a manufacturer defect, the process ends for me here, and AT&T ships the broken unit back to Samsung
If the problem is deemed to be caused by physical damage, AT&T ships the old phone back to me, charges me the full retail price of the replacement phone, and I keep both phones!
Say what?! I asked what would happen in the unlikely case that the phone left my hands undamaged, but was damaged during shipping. She confirmed that AT&T would send the broken phone back to me and that I'd be stuck with both the old and new phones - and would have to pay for the new phone.
Dumbfounded, I asked for a way to mitigate the risk of my getting stuck with two phones. She recommended that I go back to my local store and have an AT&T employee inspect the phone, and add notes to my account stating that the phone is not physically damaged. Then, if it arrived damaged at the warranty center, they'd know that it had to have been damaged in shipping. She said that she'd leave my case open in her computer system, and that the next person I spoke with could complete the process after I returned from the store.
That sounded reasonable (enough). So, I went back to the retail store, an AT&T person looked at the phone, concluded that it was not physically damaged, and annotated my account accordingly.
I returned home, called the toll-free number again, and picked up where I left off. The person I spoke with this time reiterated the process to me, and confirmed that if the old phone arrived damaged, AT&T would send it back to me and I'd be stuck with it, stuck with the new phone, and charged for the new phone. "Except in this case", I added, "because the notes in my account said that the phone isn't damaged, right?"
Wrong.
If the old phone arrives damaged, I own both phones. "Why did I just go to the [email protected]#$ing store then?" He said that I shouldn't have, and that the previous customer service rep shouldn't have told me to do so. He said that I might damage the phone after leaving the store, before I ship it back to them, and therefore that the notes in my account meant nothing. He's right, of course.
After a spirited discussion, he made another good point - the warranty is from Samsung, not AT&T. AT&T provides warranty service as a "courtesy" to its customers. For phones with defects, AT&T can send them back to Samsung and get reimbursed. For physical damage, though, Samsung won't accept the phone under warranty. Therefore, AT&T needs some way to guard against getting stuck with a broken phone. Before proceeding, let's pause for another takeaway:
TAKEAWAY 2: AT&T DOES NOT WARRANTY SAMSUNG PHONES, SAMSUNG WARRANTIES SAMSUNG PHONES
This makes perfect sense, and I definitely see the problem from AT&T's point of view. Still, the original unresolved issue persists. So, I asked the guy what I could do to protect myself against the possibility of the old phone getting damaged in shipping. He offered that perhaps the manager at my local AT&T retail store could pack and ship the old phone for me. I agreed to that, and asked what would happen if it arrived broken due to shipping damage. He said I'd get stuck with both phones, same as before.
Flabbergasted, I stated that I was willing to assume the risk of damage during shipping, and changed topics.
Next I asked what would happen if the phone arrived at the AT&T service center intact, but that the person assessing the problem concluded that the pink screen problem was due to damage, rather than a manufacturing defect. He said I'd get stuck with both phones, same as before.
I asked how to determine, definitively, whether the issue was manufacturing-related or damage-related, prior to sending the phone back to the AT&T service center and starting the inexorable process that may lead to me getting stuck with two phones. After all, the person in the retail store who annotated my account said that it was a manufacturing defect? He said that AT&T retail employees are not qualified to distinguish between manufacturer defects and physical damage. Another takeaway:
TAKEAWAY 3: AT&T RETAIL STORE EMPLOYEES ARE NOT QUALIFIED/TRAINED/AUTHORIZED TO ASSESS WARRANTY-RELATED ISSUES
(Makes all you AT&T store employees out there feel valued by your employer, eh?)
Fortunately, the guy on the phone was trained to make these types of assessments. Based on our call so far - and never having seen my phone in person - he says that the pink screen was most likely due to physical damage. With steam coming out of my ears, I told him that I wasn't even going to debate whether the issue with the handset was a defect or damage, but rather would stick to trying to understand the Kafkaesque service process.
Specifically, I said that the previous phone rep who I spoke to said that she thought the issue was due to a defect. So, regardless of who is right and who is wrong, the dilemma is that two different AT&T people made two different assessments about the root cause of my phone's problem. In one case, I could get it fixed for free. In another case, I end up spending over $1,500 for two phones, one of which is broken.
Naturally, I asked what my recourse was if the AT&T warranty center person determined that the issue was due to physical damage, but that I still thought it was a defect. He said I'd get stuck with both phones, same as before. I asked if there was an appeals process. No, there isn't. Next takeaway:
TAKEAWAY 4: IF AT&T SENDS YOU A NEW PHONE UNDER WARRANTY AND YOU SEND THE OLD ONE BACK TO THEM, THE PROCESS WILL RESULT IN ONE OF TWO OUTCOMES, AT AT&T'S SOLE DISCRETION:
A) AT&T DETERMINES THE ISSUE TO BE A DEFECT, AND YOU KEEP THE REPLACEMENT PHONE FOR FREE
B) AT&T DETERMINES THE ISSUE IS DUE TO DAMAGE, THEY SEND YOU YOUR OLD PHONE BACK, CHARGE YOU FOR THE NEW PHONE, AND YOU KEEP BOTH.
Period. End of story. No appeal. No recourse. Just roll the dice and pray that the AT&T warranty person who you've never met and never get to talk to ends up looking at the phone and coming to the same conclusion as you.
Unconvinced that a company as big and mature as AT&T didn't have some reasonable solution, I inquired, yet again, about options. There were two remaining:
1. Send the phone to Samsung for warranty service by mail
2. Take the phone to an AT&T Device Support Center for in-person service
The first option would leave me without a phone for a week or two. But, Samsung wouldn't stick me with an extra phone the way AT&T would.
TAKEAWAY 5: YOU CAN SEND YOUR PHONE DIRECTLY TO SAMSUNG FOR WARRANTY SERVICE, WITHOUT INVOLVING AT&T IN THE PROCESS
I don't know how easy or hard it is do work with Samsung, or what their process is if you think there's a defect and they think there's damage, etc... I'll leave that for someone else to explain.
But, this second option sounds good - an AT&T Device Service Center. As it turns out, this is what I was looking for all along! It's a real building, with real AT&T employees, who are qualified to assess warranty issues, and able to repair/replace defective phones. Perfect! The closest one to me is 225 miles away (which took the phone rep 10 minutes to find, because their system is only set up to offer this option if the Center is within 50 miles), but I GLADLY drove down there to get my phone fixed. The person there looked at my phone, immediately judged the issue to be a defect that was covered by warranty, and in 2 minutes had me set up on another Note 4 with a spectacular screen. So:
TAKEAWAY 6: YOU CAN TAKE YOUR PHONE TO AN AT&T DEVICE SERVICE CENTER FOR IN-PERSON WARRANTY SERVICE
TAKEAWAY 7: THERE ARE VERY FEW AT&T DEVICE SERVICE CENTERS, SO YOU MAY NEED TO TRAVEL A LONG DISTANCE TO GET TO ONE
SUMMARY
To summarize the preceding dissertation, AT&T customers with Samsung (and possibly other) phones who need warranty service should know:
The phone's warranty is from Samsung, not AT&T
AT&T provides in-person warranty service, on behalf of Samsung, through Device Service Centers only, not through retail stores
AT&T Device Service Centers are few and far between, so be prepared to travel
Warranty service by mail through AT&T is not a viable option, because you can get stuck paying for two phones, at AT&T's sole discretion, and have no recourse
Oh, and two more:
The pink screen issue is for real - and really obvious when it happens; folks who are adamant that it's imaginary, that we're looking at our screens crookedly, or that we're otherwise obsessing over something minor are just lucky enough to have units with good screens
A good Note 4 screen is AMAZINGLY good - if you have the pink screen issue, go through the hassle to get it replaced; you won't regret it
Some AT&T stores do provide warranty right on sight, for instance I work at one that doesn't have warranty on site but two hours away there is another AT&T that handles all warranty in store. And a one year manufactures warranty is just that, the manufacturer is responsible for the warranty, so you can go through samsung or you can go through att except for Apple products, anything past the 4s is handled by Apple exclusively. With that being said as long as you don't send a device with signs of phisical or water damage you won't be charged for warranty by either company. The nice thing if you're close to a service center is you can get a new phone same day, regardless of which way you go, att or sammy, if you mail it out expect to wait for a phone. Just remember, manufacturer does not mean att, verizon, sprint and t mobile are responsible for the issue, they will do an exchange by mail as a courtesy, not because they promise the device will work with no hardware faults. The only phones att takes responsibility for are the unbranded att phones we sell l, but again that's not in store, unless it's a service center, otherwise there is too much overhead to hold that much inventory reserved for warranty issues.
Here is a link where you can find device service centers for AT&T, its near lower down on the page and will list places by state http://www.att.com/esupport/article.jsp?sid=KB91429
It will download a pdf with the locations
thanitos said:
Some AT&T stores do provide warranty right on sight, for instance I work at one that doesn't have warranty on site but two hours away there is another AT&T that handles all warranty in store.
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QUESTION: Is this second store considered a "Device Service Center", or is it just a regular, retail AT&T storefront?
According to 1) the guy at my retail store 2) the first customer service phone rep and 3) the second customer service phone rep, only the Device Service Centers are able to do warranty service. Perhaps some are co-located with retail stores, but they were pretty clear to me that retail stores, per se, couldn't service warranty issues.
thanitos said:
Just remember, manufacturer does not mean att, verizon, sprint and t mobile are responsible for the issue, they will do an exchange by mail as a courtesy, not because they promise the device will work with no hardware faults.
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Understood. But, when I buy a drill from Home Depot, they don't send me to Hitachi for service when it breaks. They don't make me drive three states away to an authorized Home Depot service center to have it fixed. I go to the store where I bought it, with my receipt, and they fix or replace it. Same with my tablet from Best Buy, auto recall at the car dealer, rotten fruit from the grocery store, everything I buy from Amazon, even stuff from eBay where I haven't reached an amicable settlement with the seller. They all honor the manufacturers' warranties in-house, or provide equivalent service for the products they sell in the infrequent cases that they prove to be defective.
My concern with AT&T is that they don't have my back - especially as a small business owner. I buy a new phone - the most expensive phone that they had in the store, mind you - and as soon as they swipe my card, that store is out of the picture. Subsequently, I have to follow this Rube Goldberg process to fix the problem if something goes wrong 5 minutes later.
I re-read the insurance policy during this whole process, as well, and I have the same concerns there. I haven't been through the insurance claim process, so I can't say first-hand whether it's easy or hard. But, the language definitely doesn't give me the impression that I can just walk into the store where I bought the phone, pay my deductible, and walk out with a new one. Maybe I'm wrong; if you know how the insurance claim process works, I'd be interested in hearing about your first-hand experiences as an AT&T employee.
To conclude, don't take my preceding comments the wrong way. I'm not some hater; on the contrary, I've been an outspoken advocate of AT&T because they've treated me so well. I've had generally excellent experiences with AT&T over the years and, consequently, I've recommended AT&T to many, many friends, family, and colleagues. Based on this experience, though, I'm looking at switching carriers - certainly when my current AT&T NEXT term is up, and possibly before (U.S. Cellular has a deal right now where they'll pay off my existing contract. I had them previously and loved them as a carrier). Having a cool new phone and lots of LTE coverage is great, but what's most important to me is the security of knowing that when something goes wrong, it'll get fixed promptly. That wasn't the case this time, and I don't have confidence that AT&T will be there for me the next time.
Anyway, thanks for taking the time to provide some feedback. Have a good day.
If you need to file a claim for insurance, it is done online or over the phone. You do not do in person at an att store.
I've done lots of warranty exchanges by mail with att over the last 13 years and I've never had an issue.
Honestly, I have AT&T and have had my a Note 4 replaced 2 times already. One due to charging just stopping at 35% and the other was a combo of the pink tinted screen and dead pixel in the top left. I went directly through Samsung. Their support is amazing. I went out and picked up a cheap ass Go Phone and activated that while Samsung had my devices. They even offer over night shipping if you want to pay for it. AT&T is just a horrible provider and I've only stuck with them since they were Cingular because they ALWAYS got the top brand phones. Now it seems T-Mobile and Sprint are getting the top brand phones more and more now so after this contract its time to say goodbye.
TL;DL
Always use Samsung warranty over AT&T warranty. More professional and less phonecalls/headaches.
DamageSource said:
I went directly through Samsung. Their support is amazing...Always use Samsung warranty over AT&T warranty. More professional and less phonecalls/headaches.
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I'm glad to hear that Samsung is this good about supporting their hardware. They're definitely not interested in hearing what customers have to say about their software (I have a thread on that topic somewhere around here). If this new Note 4 needs warranty service, I'll definitely call Samsung, in addition to AT&T, to see who has the better support option at that point in time. Honestly, I didn't even really consider calling Samsung for support this time around, because the phone was so new and I just assumed that AT&T would support the products that they sold in their stores.
From looking at the Samsung support site, they only have seven service centers in the whole U.S. I thought AT&T Device Support Centers were sparse, but I'd have to get on a plane to get to a Samsung one. All else being equal, I'd prefer to have in-person service for my devices. Especially for something like the pink screen issue - which drove me crazy, but that my wife could care less about - I think it's important to be able to demonstrate the problem to the service person face-to-face and explain how/why it impacts me. To that end:
QUESTION: Has anyone bought a phone from somewhere like Best Buy, Radio Shack, Costco, etc. and been able to get in-store warranty service/replacement?
I'm asking about service per the manufacturer warranty, not the type of paid extended warranty that Best Buy typically offers on their electronics (though the latter might be an alternative to the AT&T insurance). I'd actually stopped by the local BB to shop for the Note 4, but they said that they couldn't add it to my AT&T business account (despite my having called BB customer service first and confirming that my local store did service AT&T business accounts. Sigh...). Back to the point, I'd be interested in buying from a real store, with real product in-stock, who is willing to provide warranty service right from the retail location.
Anyway, I'm going to be upgrading another phone on this account soon, and I'm open to recommendations about where to buy the hardware (even if it means switching carriers). It probably won't be another Samsung, given the quality control issues I've had with both of my Galaxy products. But it might be. I'm open to alternatives. Thanks for your feedback.
mcmannion said:
QUESTION: Has anyone bought a phone from somewhere like Best Buy, Radio Shack, Costco, etc. and been able to get in-store warranty service/replacement?
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My brother only buys from Best Buy and he says that they replace the unit in store right there if it's in stock and if not you can go to an alternative location and pick it up if it's close by for you.
it is done online or over the phone. You do not do in person at an att store.
I can tell you from experience that Costco does replace phones. It is a 3rd party company that runs the phone kiosks in Costco warehouses and Costco themselves paid for a phone exchange for me because when I exchanged my S3 it was not on sale at the price it was on a Black Friday when I purchased it.
I have had AT&T phones for over 10 years & have exchanged defective units by phone/mail through AT&T too & never had a problem. AT&T normally sends a refurb rather than a new unit but as long as it works I'm satisfied.
I got a message from Samsung last night to power down my phone immediately and take it to my carrier's store and get a replacement S7 or S7Edge. If I choose to stay with the note they were to provide loaner phones until the new Notes arrive. Verizon told they are doing no such thing and pick another phone or keep using this one until the new ones arrived.
I think this may have been ordered by the CPSC. Here is the link : http://www.samsung.com/us/note7exch...=7731125&CID=eml-mb-cph-916-1199-emailversion
I wonder if Verizon will take responsibility if MY house burns down?
I talked to two techs on chat and both said I would be provided loaner phones.
I am not very happy right now and want to report them the CPSC.
Costco is not giving loaner phones.
ikarma said:
I got a message from Samsung last night to power down my phone immediately and take it to my carrier's store and get a replacement S7 or S7Edge. If I choose to stay with the note they were to provide loaner phones until the new Notes arrive. Verizon told they are doing no such thing and pick another phone or keep using this one until the new ones arrived.
I think this may have been ordered by the CPSC. Here is the link : http://www.samsung.com/us/note7exch...=7731125&CID=eml-mb-cph-916-1199-emailversion
I wonder if Verizon will take responsibility if MY house burns down?
I talked to two techs on chat and both said I would be provided loaner phones.
I am not very happy right now and want to report them the CPSC.
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Hey bro, sorry to hear about your misfortune. Sucks that everyone is getting yanked around with nobody from Verizon or Samsung being on the same page. It's irritating and super frustrating to waste your time going down there to be turned down for a loaner when that's what is strongly recommended. I was irritated by the lack of real detail and guidance from the start of all this. I contacted Tami Erwins office, the Executive VP of Verizon Wireless. They still had no real guidance for any of my questions (sad they can't even offer more assistance) but maybe if you have time and want to contact them, maybe they can provide you even more assistance then they did me or at least maybe it will force them to get their asses in gear if more people contact them.
http://www.verizon.com/about/our-company/executive-bios/tami-erwin
There is a contact link to submit your grief / suggestions. Hope this helps in some way. I'm sticking with my Note7 till they get the new batch in.
Thanks for that info. I will send them an email, but I am still gonna call and try to escalate the situation.
I don't think I should have to turn off my phone and sit there with idle cell service I am still paying for. Plus I need my phone.
They said I could exchange it for any phone in the store.... I wounder if they would give me the Droid Z with projector accessory? LOL
ikarma said:
Thanks for that info. I will send them an email, but I am still gonna call and try to escalate the situation.
I don't think I should have to turn off my phone and sit there with idle cell service I am still paying for. Plus I need my phone.
They said I could exchange it for any phone in the store.... I wounder if they would give me the Droid Z with projector accessory? LOL
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Haha good question, would be nice if you could! I haven't had a chance to call yet, but here's the executive number for Verizon Wireless too, if you wanna call.
18004356622
Got a canned email from that one executive saying someone will be in contact with me soon.
ikarma said:
Got a canned email from that one executive saying someone will be in contact with me soon.
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Yup! I got that too, I was contacted within one business day later (2 days ago now) and it was a member of Tami Erwin's team to "handle" my matter for her. Yet....nothing was handled, I wasn't offered any real answers for my 7 or so questions, I just kept being told that they aren't sure when new batch Note7's would be in. I asked questions like would there be a 'line' of sorts to get in for those who wanted a new Note7. I asked if the Note7 would be put on sale to the the public as well as for those who want to exchange or if first they will hold back all new Note7's specifically for the recall and exchange then once we are all taken care of, then put the Note7 on sale to the public. I asked a few more questions and none of them were really answered, it's been frustrating to not get any answers.
I am still on the phone with an agent and she spoke with her supervisor and she is telling me that I can go into the verizon store and exchange the phone for any phone and then when the new Note 7s come in I can do another exchange. She is telling me it won't affect my BOGO rebate..... I don't know if I trust that. I stand to lose $672.
Just got off phone with rep. She said that she noted my account to allow an exchange and then another exchange when new Note 7 comes out. She said I would have to do this at Costco though. She also said this would not affect my rebate. However the guy at Costco said this would kill my rebate. But she noted my account so I hope it sticks, getting on chat support with rebate center now.
What a cluster F for everyone involved.
Just got off phone with rebate center and he verified (through earlier meeting with his supervisor this morning) that the rebates will still be honored if you use a loaner phone temporarily.
So, off to convince Costco to loan me a phone. Which should I try out?
Ha! Costco said they got an email on how to handle loaner phones. Dial 611 on your verizon phone, tell them you have a Note 7 and need a loaner phone and they will overnight you one. Trying now, will report.
There is no loaner phone really. Verizon allows you to return your Note, cancels the dev contract if you have one, gets you into a new phone and promises to allow you to go back to the Note when available. With conditions.
You get a $25 store credit for accessories.
You get to trust Verizon for the flip back to Note7.
whoofit said:
There is no loaner phone really. Verizon allows you to return your Note, cancels the dev contract if you have one, gets you into a new phone and promises to allow you to go back to the Note when available. With conditions.
You get a $25 store credit for accessories.
You get to trust Verizon for the flip back to Note7.
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The Costco Kiosk is an independent company and doesn't follow Verizons policy. I could lose the BOGO if they switch to another phone.. Anyway, Costco had no clue what to do and they are gonna call me tomorrow. I have Verizons ear on twitter right now. DMing them at the moment.
I want Verizon to handle the whole thing and to accelerate my rebate so I don't have to worry about losing it.
If you all think that Samsung's notice is of any value to Verizon you are mistaken.
Samsung's notice states that you can bring your Note7 back to your reseller and get a J SERIES phone to use in the interim until the Note7's are back in store available.
Samsung's notice states you will receive a $25 in store or bill payment credit from your carrier.
Verizon's approach has been you can chose the phone of your liking.
They will deactivate the Note7 device contract and activate the new device contract so if you do not return for exchange it is your keeper. You have 14 days from the date of availability to return for your Note7.
You can use that phone until the Note7 arrive for replacement. It is actually your new phone if you do not return within the specified time.
You will get $25 to use for accessories in store only.
I asked about the BOGO. BOTH phones must be returned presently. What this means to you is based on how far along your ownership of the phones is.
whoofit said:
If you all think that Samsung's notice is of any value to Verizon you are mistaken.
Samsung's notice states that you can bring your Note7 back to your reseller and get a J SERIES phone to use in the interim until the Note7's are back in store available.
Samsung's notice states you will receive a $25 in store or bill payment credit from your carrier.
Verizon's approach has been you can chose the phone of your liking.
They will deactivate the Note7 device contract and activate the new device contract so if you do not return for exchange it is your keeper. You have 14 days from the date of availability to return for your Note7.
You can use that phone until the Note7 arrive for replacement. It is actually your new phone if you do not return within the specified time.
You will get $25 to use for accessories in store only.
I asked about the BOGO. BOTH phones must be returned presently. What this means to you is based on how far along your ownership of the phones is.
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Are you saying I could just return both of my phones and cancel my service with not penalty since I am a new customer?
ikarma said:
Are you saying I could just return both of my phones and cancel my service with not penalty since I am a new customer?
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The BOGO deal links the two phones together so yes, it would seem you can, unless you bought them on a 2 year service contract. That contract is separate from the devices, or device contract.
A cancellation fee on the service contract probably would be needed if you signed one. The network is not exploding, just the phones...
I bought the phones specifically because of the Bogo deal so I could use that money to pay off Sprint. Now no one wants to give me a loaner phone or exchange my phone till the Note 7 comes out. And no one if sure if I will still get the BOGO. If I could jump ship right now with no penalty I think I would.
ikarma said:
I bought the phones specifically because of the Bogo deal so I could use that money to pay off Sprint. Now no one wants to give me a loaner phone or exchange my phone till the Note 7 comes out. And no one if sure if I will still get the BOGO. If I could jump ship right now with no penalty I think I would.
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Also, I had to get past the initial sales person and to the manager for a "loaner" to be made available to me. The salesperson claimed I should shut the phone off and activate another phone in the meantime. I claimed I had a Chat message with Verizon Online that offered a "loaner" and I had no other phone to use as I traded in my old one. Only then was the "loaner" made available to me.
And only at the very end of the process was the $25 store credit made available to me after I asked. The salesperson needed to confer with the manager on this as well.
So a note of caution to you all. Get to the manager and get assurances because some of the sales staff are way in the dark.... So far in the dark that my "salesperson" didn't even know the Note7 had an Edged screen.....LOL
---------- Post added at 02:07 PM ---------- Previous post was at 01:55 PM ----------
ikarma said:
I bought the phones specifically because of the Bogo deal so I could use that money to pay off Sprint. Now no one wants to give me a loaner phone or exchange my phone till the Note 7 comes out. And no one if sure if I will still get the BOGO. If I could jump ship right now with no penalty I think I would.
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Not sure how my last post quoted you but anyways...
It s best to wait for the Note7 to be available so there is a clear path to another Note7. You will have legal standing to fight them if they refuse the BOGO to you. Small claims court is free to you and you would certainly win.
See, you did not purchase a Device ID, you purchased a defective device so it will not matter if the Device ID is the same as long as you go with another Note7 replacement. This is pretty simple stuff really. I would not worry except while charging in the meantime of course.
Wow! I just called Verizon about my Note 7 that I purchased on line through my business account, and they really offered no loaner. They said that I was free to activate one of my older phones that I previously had on the line. When I said that was not possible, I was told that if I noticed no overheating on my Note 7, I could keep using it and just call them back if I ever did notice any overheating, and they would then let me swap it for another Galaxy phone. I am very surprised that they are not being more proactive on this.
I sat on hold for 35 minutes last night before I gave up and again 15 minutes just now. I can't even get a live person on their website chat, only the automated BS.
Sent from my SM-N930V using Tapatalk
Well here it goes, I was lucky enough not to pre order this device and was able to walk into Bestbuy and purchase one. Of course the night that I got my phone or night after with my luck I was getting out of my truck and totally forgot the phone was on my lap and jumped out, it hit my step on my truck and then landed on the gravel. Ended up cracking of course I posted about it when it happened so I jumped through hoops and called Asurion and filed a claim. They sent me a brand new device which is awesome so I sent the other phone back and was fine, well literally a day or so after the recall was announced. Being that it was fresh no one really knew what was going on so I let it be. I have requested my money back from Asurion since technically I paid for a claim that was never needed since they would have swapped the phone anyway which didn't fly because they said they couldn't get my original device back to me, Bestbuy said I can't do anything even though the phones brand new because the IMEI numbers don't match and Verizon is pointing at Bestbuy and Samsung. Asurion has told me that I can't do anything besides wait until they get devices to ship me out another one. It's been over twenty days and they claim it is still on backorder which I don't understand because all carriers have gotten devices to swap everyone out with. At this point I have no idea what to do, I like the device and I just want my replacement but at the same time I think it's taking them a little too long. Just looking for any suggestions ( besides wait ) lol. While I don't think my device has any battery issues and is okay I still don't feel comfortable when I go to charge it every night.
Did you check the IMEI on Samsung's recall website? Or tried the Samsung + app which will tell you if it needs to be recalled? Not every device was affected.
raduque said:
Did you check the IMEI on Samsung's recall website? Or tried the Samsung + app which will tell you if it needs to be recalled? Not every device was affected.
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Yeah mine falls under it and I got the beautiful notification that reminds me everytime I charge it too. Just been a nightmare lol
do you live near an official Samsung store? sounds like you have two options... deal with asurion or Samsung directly
Samsung has really been no help telling me to go to my carrier which tells me to go to asurion. They told me today they have no clue when they will have a device for me. They did offer a full refund but of course I have to jump through hoops. I have to pay the phone off in full with Verizon and send my receipt along with the phone back to asurion and I will get my money back in seven to ten days.
Talk to Verizon online and tell them to annotate your account for a swap. Walk into the store and explain them that what the online folks told you and say that your account has been annotated for a swap.
I did similar for mine as my replacement was having issues and Bestbuy would not take it back as they had none to give out. Initially I went between Samsung, Verizon and Bestbuy. Last resort, I called my credit card to help me out and they suggested to talk to the company to which the payments are being made. So I finally called verizon and walked them through the process (that Discover guys had explained me) and they then annotated my account.
My replacement was heating up and had terrible battery life.. Like 3 to 4 hours.. Charged it like 4-5 time.. Resetted it like 10 times.. Even filed a case with Samsung.. they wanted to send me the device for repair at my expense..
I can feel your pain Man.. dealing with all these nonsense. Just be persistant and things will fall in place..
Well surprisingly after yesterday's call to Asurion it must have either lit a fire under someone or it just happened that they received stock of them at 3am. I got a email saying they finally had some and to call, called this morning and it will be here sometime tomorrow. Scary part is I hope it's not a refurbished unit which I highly highly doubt but anything is possible. I was honestly getting impatient but at the same time, it was just frustrating not being able to get my replacement when it was available to everyone else. Like I said nothing is wrong with my device or i should say at least I don't think but there is always that what if factor and I don't like that. Especially now with there washer machines apparently catching fire too....
As in, if my phone explodes in a month, will they replace it?
Lol. No they won't.
if you turn down the recall you are likely to have to take full liability, also they will be unable to repair or replace the phone as it has been discontinued meaning they likely can't even give support should the device breakdown.
I spoke with a Verizon rep yesterday asking this exact same question, and they told me that I would be covered indefinitely. They also let me know that if that changes, there will be a notification urging remaining users to turn their phones in before they lose the opportunity.
I encourage you to speak with a rep and see if they say the same, but that's the answer I got.
Shredder96 said:
I spoke with a Verizon rep yesterday asking this exact same question, and they told me that I would be covered indefinitely. They also let me know that if that changes, there will be a notification urging remaining users to turn their phones in before they lose the opportunity.
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I would get that in writing if I were you...
Shredder96 said:
I spoke with a Verizon rep yesterday asking this exact same question, and they told me that I would be covered indefinitely. They also let me know that if that changes, there will be a notification urging remaining users to turn their phones in before they lose the opportunity.
I encourage you to speak with a rep and see if they say the same, but that's the answer I got.
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I called up Verizon today and the nice lady I spoke with told me the same thing. She said that currently, there is no deadline set for the recall. I told her my plan was to hold onto it until ~Feb-March when the S8s are announced, then use my upgrade for that, and she said cool, I can upgrade my phone then. Also said that if my phone blows up in 2 months or whatever, I can still turn it in to get a S7 or S7e or whatever.
She didn't mention anything about a deadline, or if that changes I'll be notified, but I assume we will. But I'm trying to get this in writing, maybe from a live chat assistant?
There's an official CPSC recall now. You will have no legal recourse.
The CPSC doesn't set laws, and the recall as far as the U.S. is concerned is still voluntary per Samsung's statements. As stated by the CPSC itself on the Note 7 recall information page:
CPSC Note 7 recall info page said:
Federal law bars any person from selling products subject to a publicly-announced voluntary recall by a manufacturer or a mandatory recall ordered by the Commission.
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This is not a mandatory recall at this time as of me making this post (9:15PM Pacific time 10/13/2016), it is a voluntary one.
Even so, anyone that keeps their Samsung Galaxy Note 7 past today is on their own, in legal terms of liability for any and all potential damage to person or property as long as they continue to use the device.
br0adband said:
The CPSC doesn't set laws, and the recall as far as the U.S. is concerned is still voluntary per Samsung's statements. As stated by the CPSC itself on the Note 7 recall information page:
This is not a mandatory recall at this time as of me making this post (9:15PM Pacific time 10/13/2016), it is a voluntary one.
Even so, anyone that keeps their Samsung Galaxy Note 7 past today is on their own, in legal terms of liability for any and all potential damage to person or property as long as they continue to use the device.
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they always put voluntary as they can't force people to return something, but it gives the firm legal protection when a device explodes down the road and the owner tries to sue the firm, as the firm can just turn around and say "well we did tell you to return the device"
a mandatory recall is a near impossibility without getting courts and all sorts in place to actually forcibly take the device from those who want to keep it.
therapist1 said:
I called up Verizon today and the nice lady I spoke with told me the same thing. She said that currently, there is no deadline set for the recall. I told her my plan was to hold onto it until ~Feb-March when the S8s are announced, then use my upgrade for that, and she said cool, I can upgrade my phone then. Also said that if my phone blows up in 2 months or whatever, I can still turn it in to get a S7 or S7e or whatever.
She didn't mention anything about a deadline, or if that changes I'll be notified, but I assume we will. But I'm trying to get this in writing, maybe from a live chat assistant?
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That's what I did twice with AT&T yesterday. In between those chats I called the corporate store where I purchased our two devices and they had told me I had a month. The second chat they said that wasn't true and I could wait for the S8, BUT they said Samsung could stop taking them back at any time, but as of right now they aren't giving a date. So, I figure they will very soon set a deadline. They will make more money if people switch to the outgoing S7 line rather than waiting for the S8. It's a dirty trick but I fully expect it to happen. That said, I am waiting until the LG V20 is in the store so I can make up my mind if I want that or an S7. The S7 edge is almost the same phone as the Note 7. Just lacking a little screen size, Iris thing, and a little smaller internal storage. I was kinda of on the fence because I want the USB C in my new phone, but I haven't used the cable since getting the wireless charger anyway. The V 20 looks promising, except it's not waterproof and doesn't have that nifty Samsung Pay that I've grown to love. I am sad about this whole thing, though.
Why would anyone want to keep the phone? Aside from the obvious....they will end all support for it, it'll be dead to them and the carriers. The phone will stop getting updates. My guess is since Samsung is giving until 12/31 to get a refund or exchange, they will eventually send an update that will shut the phone down and leave you with a brick. At that point you probably won't be able to get a refund or exchange. Money wasted
I ended up returning mine and I went with the Moto z force. I love it so far!! Less software features but it is super smooth, good battery life, and the finger print scanner is unreal haha very accurate. So far I am happy that this happened so I could try a new phone for once. I have used the note line since the note 2.
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EVOme said:
Why would anyone want to keep the phone? Aside from the obvious....they will end all support for it, it'll be dead to them and the carriers. The phone will stop getting updates. My guess is since Samsung is giving until 12/31 to get a refund or exchange, they will eventually send an update that will shut the phone down and leave you with a brick. At that point you probably won't be able to get a refund or exchange. Money wasted
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Where have you seen they are giving until 12/31 to return it? I was told there has been no date set.
jdyowa said:
Where have you seen they are giving until 12/31 to return it? I was told there has been no date set.
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Translate this page....
https://news.samsung.com/kr/삼성전자-갤럭시-노트7-교환ㆍ환불-실시
EVOme said:
Translate this page....
https://news.samsung.com/kr/삼성전자-갤럭시-노트7-교환ㆍ환불-실시
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What makes you think I can't read Korean? Is this for the US as well?
Samsung has carried the goods exchange and refund from consultation with follow-up measures in accordance with the carrier to stop the sale, exchange stop, stop using the recommendations of the National Agency for Technology and Standards and stop the sale and exchange of products Galaxy Note 7 and 13 days.
Refunds and exchanges are taking place until 31 December.
Customers want a refund or exchange to other models can receive information from the original point of purchase (opening wife).
Customers who have purchased the device, etc. muyakjeong open market after the agency contract terminated at the opening of the store may get a refund from the dealer.
When replacing a Samsung smartphone, will be available in three events Mobile Mall coupon equivalent of ten thousand won.
Samsung Electronics official said, "the Galaxy Note knock the deep apology apologize for the inconvenience and simryeo our customers and partners who love to believe the 7" and "Please stars buried readiness dareuni confirmation call before visiting hope julyisi inconvenience," he said.
I have no idea, but I can't imagine why they post a date for one region and not the others.
I hate the fact I'm now using an iPhone due to this mess, but oh well.
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i have two note 7 one of the first ...... and the other of the second recall....
call yesterday to samsung ... and i explain my situation and the rep says there is no deadline available ... cause they still searching the issue.... so i decide to exchange the first note and keep the second recall note 7 ... until samsung made an statement .......
Think about it. They recall the product. Why would they honor the waranty? They won't. There will also be no spare parts.