Samsung Galaxy Note 7 Reservation numbers / Questions

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I'm a Trusted Advisor
Posts: 31,991

Re: Samsung Galaxy Note 7 Reservation numbers / Questions

Hello @Refundmynote7

To each their own..some want to keep the headphones and some don't right. Also they are asking questions to know before they go. It seems you and only a couple others have had this issue but most were able to do it. Seems like that location isn't doing its Job.

I would call the store manager and show them even on their website it shows it and by law they have to follow it. If not a lawsuit can be done and they will have to face that. If the store manager still does not agree then either contact @CommunityHelps and see if they can come in contact with the store or wait until Office of the President calls.
I Plan to Stick Around
Posts: 101

Re: Samsung Galaxy Note 7 Reservation numbers / Questions

@Meowmix why did you go with the iPhone?

Resale will be better, but I find iOS experience so dull, it's just click and point on an app to use.

no widgets and no themes
I'm a Trusted Advisor
Posts: 31,991

Re: Samsung Galaxy Note 7 Reservation numbers / Questions

Hello @Prospect

It does have widget just on the notification bar and window. Not desktop ones like Android. Also since I have owned all the other iPhones which came out i wanted to try this one out and see.

The fact is i owned the S7 edge. Liked it alot but don't want to go back to Samsung until the prove they built better phones without issues. Pixel XL is the same amount as the iPhone 7 Plus and looks like a iPhone. I don't root my devices nor will I ever so to me that feature is useless.

At the end I decided to go for this one as i wanted to and I got the color I was looking for. Others might want a Samsung or the Pixel XL which that's great for them though!
I Plan to Stick Around
Posts: 101

Re: Samsung Galaxy Note 7 Reservation numbers / Questions

I worry how easily the JB scratches.

I wish the Pixel had a $200 trade in credit for activation.

I too had the S7E and the VR. I told them it's absurd for me to go a S7E again at 450.

All you guys having trouble with returning the phone, just call Relations and ask for Management.
Management is doing device swaps and crediting the difference if there is any.

You get sent a new phone, and send the old one back from comfort of your house. Don't need to deal with the BS from store reps.

Eazy Peazy.

My issue is getting refunds for my official Samsung accessories. I called Sherway, even though it's a Samsung product, and I have a reciept, just not from Samsung store but authorized reseller.
I Plan to Stick Around
Posts: 377

Re: Samsung Galaxy Note 7 Reservation numbers / Questions

I did everything over the phone as well with national sales & returns. New phone has already shipped and will get it early next week, Samsung credit already received on account. No hassles once I finally got transferred to them but very painful before that.
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I Plan to Stick Around
Posts: 78

Re: Samsung Galaxy Note 7 Reservation numbers / Questions

For those of you that did the exchange over the phone did you guys initially buy the phone from the store. Because i called yesterday and they said that I wouldn't be able to do it over the phone because I bought it in store. But this was before the new information release of today
I'm a Senior Advisor
Posts: 2,144

Re: Samsung Galaxy Note 7 Reservation numbers / Questions

@Meowmix Boy when I see your frustration rising over service you have personally had to deal with, that is when I know that anyone in the same mess is in real trouble.  You are always so calm, and so informed, I didn't think anything could frustrate you.

 

Boy, what a mess - hope Rogers does the right thing in the end.

 

@Refundmynote7  If you haven't got satisfaction from corporate office reps, if you have their name and reference numbers for that interaction, I think I would just go CCTC. You don't have to go to ombudsman.  The date deadline doesn't matter to CCTC if you have been actively working with trying to get it resolved and getting no satisfactory solution.  Don't know how they would rule, but it is your next level of "independent" review and attempt for reconcilliation on this. The escalation process, as you are learning is a long one, and it doesn't help that it appears from the descriptions that people have provided that there is no consistent direction on how to do this, and I don't think they could have made the process much more difficult.  I don't envy your situation at all - try to keep your cool as best you can.

 

Just an innocent bystander trying to help.

 

Bruce

I Plan to Stick Around
Posts: 101

Re: Samsung Galaxy Note 7 Reservation numbers / Questions

I bought from Best Buy, first device DOA, swapped through Rogers. Best Buy said if I refund, they want the wireless charger and memory card back too.

I called Rogers, asked for Management.

Explained the situation, and they asked what I wanted. I haven't decided on the Pixel XL or JB iPhone. Resale is important to me, but we have no idea when the next Galaxy phone will drop.

Last year I went from S6E 128 GB to Priv, since the Note 5 was lame with no expandable, and 6 Plus was meh. Priv looked really interesting but riddled with build issues since Canada got the non wireless charging variant.

I got fed up with it, so once the S7E dropped I sold the Priv and got that instead.

Maybe we will see an S8 in March like this year.

I also thought about getting a JB iPhone, selling it to fund the purchase of the Batman S7E. If I have to go back to a S7E, I want the Batman one lol.
I'm a Trusted Advisor
Posts: 31,991

Re: Samsung Galaxy Note 7 Reservation numbers / Questions

Hello @Prospect

The charger I can understand as you have to give that back but the memory card? They can't do anything with it. They can't sell it or anything. So it's useless..


Hopefully the manager left a note or a call back number and can get in contact with u when u decide what u want!
I'm a Trusted Advisor
Posts: 31,991

Re: Samsung Galaxy Note 7 Reservation numbers / Questions

Hello @BS@BS

Well when you go to the store the first day and they can't do anything for 2.5 hrs and then the call center says " it's happening to everyone". Then you go the next day to be waiting 5+ hrs to be told " the device on ur account shows as Generic Device and they can't remove it" gets on my nerves. The Office of the President manager helped as much as he could but even he couldn't remove it.. The 3 options I had was

1. Buy the phone outright and wait until it all clears to return the Note 7
2. Force a upgrade on my account and pay the upgrade fee from the Note 7 which would be $450 + $799 for the device
3. Wait for 1-2 weeks for a call back from the tech support which deals with the online my Rogers and also the back end and use the Note 7 or get a loner device.

Called back after the store didn't want to do any of those with their right as none of them are any good solution. The first manager Jennifer was incredibly rude and didn't seem to care and didn't want to either waive the upgrade fee on either line ( second line or my main line). Once I said " you do realize that as a manager you are failing to help a customer in need and telling them to keep a device which has been recalled and by law no one can use it and also by law you are supposed to take it back " her answer was" yes but unfortunately I can't do anything and I won't waive ur upgrade fee. So i said " that's why a lawsuite including ur name, Rogerscommunications and also the back end team will be dealt with " then she proceeded to say" that's fine but until then I'll have the office of the President call u"

I told her how useless she was and hung up. That's when I blood was boiling and i was so mad and almost about to flip out. I called back and amazingly a women which i can not remember her name tried her best. Her manager was one of the manager dealing with the Note 7 returns and all. He tried for over half an hour and could not do anything at all. Something about a glitch or two on my account causing a huge mess and issues as the device listed as " Generic Device" with no IMEI number. So the system will not allow any removal of IMEI or add a new IMEI either. So she spoke to him and the approved of my flextab aka upgrade fee on my second line to be waived off ( $333.50) and i can do the upgrade on my other line. I was happy and I did it.

The last thing I forgot was the $200 credit I am supposed to get from the Note 7 ( did a trade in when getting my Note 7 and got $200 credit) and the $25 credit towards the bill. So i emailed the office of the President and let them know about that and how if they can add it on my other line as i did the upgrade on that line.

So u see i did go through alot and not only 1 manager has failed but more then 3 during this week because of this ( and also some managers failed to help me out Monday and Tuesday for the exchange and what to do) also 5 different reps didn't see to care or bother to help. So for anyone to say I didn't go through alot, is wrong.

I am always calm, trying to help out but this show even I have issues with them too.