Samsung Galaxy Note 7 Reservation numbers / Questions

[Meowmix]

Hey everyone!!

Once again its the time of the year that Samsung announces their new Note line up. I am happy to announce that Samsung this afternoon announced the Samsung Galaxy Note 7!. The device seem to have amazing specs! Including memory SD card slot, water resistant and most of all, curved screens on both side for the Note Series and Iris scanner!



1). Once Rogers has announce when they will add the Samsung Galaxy Note 7 to the reservation list & the day comes, sign into your My Rogers account - Product & Services – Wireless & you will see a Red wording saying “Device Reservation" on the main page. Click that & it will take you to the page. Once there you will need to pick which device you want; Samsung Note 7 Black and what other colors they may release it on. You also need to pick the store you want it to go too. Just to make it clear, reservations are for current Rogers wireless customers which have contracts with them. Rogers will put up the Pre order list for people that want to pre order the phone which have no wireless accounts with Rogers. Also just too add below is the meaning of the statues .

- If your status is "OPEN", your reservation has been made and we are awaiting product from our supplier. At this time you can change your pick-up location, contact email address or cancel your reservation.
- If your status is "CANCELLED", your reservation has been cancelled and your reservation fee will be credited back to your account.
- If your status is "IN PROGRESS", we have begun the shipment process and you will not be able to edit or cancel your reservation any longer. The next email you will get will be the one that confirms shipment to the store you chose.
- If your status is "SHIPPED", your device has left our warehouse and is on its way to the store you chose. Keep in mind that you can NOT reserve a device via calling them. It can ONLY happen if the reservation system is down but they will to reserve it via online. Plus if you reserve it via phone, you will NOT see your status or know what number you are VS reserving it online.


2). Please keep in mind that if you pick a Rogers Authorized dealership, you may not be able to get the device soon after it ships. This has been the main issue with all the iPhone reservations & most of the other devices which have been on the reservation system. I would suggest you pick a Local Rogers store (Corporate Rogers store or Rogers Plus) to go to get it. When the Rogers warehouse sends it out, the Rogers stores will get them first. Some of the Rogers Authorized dealers have their own warehouse in which the devices will go to. After that there is no tracking until the device ships from that warehouse & goes to the store & they call you. You can also look for your FlexTab aka upgrade fee online via My Rogers or contact Rogers & they will let you know.


3). Also remember you are going to have to put down a $40 fee to reserve the device. Once it ships out, the $40 fee will be reversed back into your account. IF you want to cancel your reservation, that $40 will also be credit back to you. So either way you will get that $40 back. Also remember you may NOT be the first to get the phone if you have a high number or a low one. The Reservation system is made to have a device reserved for you as the stores will be sold out. If your reservation status still says “ OPEN” after launch & a store has a device in stock, you can still go in the store & get it. Then come back home & cancel the reservation online. If the status is “ IN PROGRESS” & you get a device via a store that have one for u, you have to wait until it ships out & then tell the store that u picked u do not want it. Do reemember the reservation number is CANADA - WIDE. This means if lets say you are #45 in line for the black one, you are #45 for that GB , color & model Canada wide. Also keep in mine you have to be the account holder in order to pick up the device at the store. No one else can. You can try adding a family member as Level on the account but some stores will decline it.


For frequently asked questions about the Rogers Reservation System, please click here Rogers Reservation FAQ


4) .For Corporate / Business customers. You guys will have a different line then regular customers do. This means you guys have a few different statutes then regular customers do. Also keep in mind for the past few years there has been issues / confusen about business customers getting the phones via the reservation. You guys will be getting them the day of launch or after depending on your status & what goes on.

Let's make this thread the only thread for the devices please and if you guys have any questions, don't hesitate to ask me and I'll gladly be able to help:)

[Meowmix]

Hello @RogersCorey

So do we also get a $25 credit applied to our bills if we go for another phone as per Samsung Canada posted?

Also how come stores are enough notified and same with the reps over the phone and live chat?.

Might want to send that in and let them know what's happening.

Thanks 🙂

[wpd1]

@RogersCorey

I just tried over chat and worth a manager and not only are they not aware of it but once I showed them the article, they said their system was not at up for it.

Are you confirming that your system is set up to process the $100 credit?

[RogersCorey]

All returns and exchanges of the Note 7 must be done over the phone or at the original point of purchase if you bought it at a retail store. 

RogersCorey

[Meowmix]

Hello @RogersCorey

That is correct but if we want to exchange it for like a iPhone 7 Plus or a Sony Xperia X Performance we should still get the $25 bill credit as per Samsung Canada posted yesterday.

Also will the Rogers Plus ( Rogers Corporate) stores take back the cases we bought the day of purchase of the Note 7?. We bought a Spigen case at the Rogers Plus store when we did the upgrade at the store August 19th. Samsung posted that all official cases made for the Note 7 can be returned back where they were purchased. So this means we get our money back or a new case with that money?

[RogersCorey]

We haven't yet received any official word regarding the $25 credit offer posted by Samsung just yesterday. Please stay tuned.

As far as accessories such as cases go, you'll have to inquire with the store regarding the return policy. We do not deal with accessories in the forums or on social media. 

RogersCorey

[Meowmix]

Hello @RogersCorey

This is two official transcript from Samsung Canada website. So how come Samsung Canada is saying this yet somehow Rogers hasn't received a " official" statement yet Samsung Canada the manufacturer of the device which is being recalled posted this?. Hmm it seems that either there is a problem in Rogers side once again or something fishy is going on. Also all carriers are doing the $25 bill credit as well.

Read below both questions I asked where Samsung said this. As per the cases, that's why i am asking u and not the store as the store has no answers.

" Canadian Note 7 owners have received an email from Samsung Canada’s Paul Brannen stating the following:

“Beginning Thursday, October 13th, Samsung Note7 owners can bring their device to the original Samsung or authorized reseller point of purchase, to:

– Exchange towards a Galaxy S7 or Galaxy S7 edge device.
– Receive a refund for the Note7 device and Note7 specific accessories.

As a recalled product, it is mandatory that all Note7 devices must be returned. As such, please power down and bring all Note7 devices including the replacement device and original device if you have not already returned via the pre-paid packaging sent to you."

" Mississauga, ON - October 13, 2016 - Further to announcements made earlier this week, Samsung Electronics Canada Inc. confirmed beginning today it is offering Galaxy Note7 owners who bring their device to their original Samsung or authorized reseller point of purchase, the following options:

• A $100 credit* for customers who exchange their Note7s for a Galaxy S7 and S7 edge.
• A $25 credit* for customers who exchange their Note7s for a refund or other smartphone.

The above customer options will also be available to customers who purchased their Samsung Note7 on Samsung.com.

"We greatly appreciate the support and patience of our customers, carrier and retail partners and remain committed to putting our customers first," says Paul Brannen, COO & EVP Mobile Solutions.

Additionally, with a continued focus on delivering customer satisfaction, Samsung Canada is offering a refund on Note7 specific accessories purchased at Samsung or authorized reseller. Appropriate proof of purchase is required.

For customer enquiries on Note7 returns, please contact 1-855-747-6520. Additional details below. "

"
What if I want to exchange my Galaxy Note7 for another brand of smartphone?
If you choose to exchange your Galaxy Note7 for another brand of smartphone, you will receive up to a $25 bill credit* from the original Samsung or authorized reseller point of purchase. "

http://www.samsung.com/ca/news/local/samsung-canada-announces-refund-and-exchange-details-for-note7-...

[RogersCorey]

If you notice the * next to the credit, there is a footnote that indicates:

"*Details specific to each Carrier and Retail partner."

Please stay tuned for any additional details regarding the exchange process. For now, I can only officially confirm the $100 credit if you stick with a Samsung device.

RogersCorey

**Addendum by RogersMargaret, Oct 14 @ 536 pm: the $100 credit applies if you stick with a Samsung Galaxy S7 or S7 edge device**

[Meowmix]

Hello @RogersCorey

Thank you for that!

Sadden to see Rogers hasn't even posted anything on their website nor informed customers on how to do this other then the ones that read the forums and others posting questions on Facebook and Twitter. Also seems like Rogers is lacking on this as well as other carriers know a bit more and have posted more information ion then Rogers has. It seems Rogers is lacking in giving information on how to do the exchange or return on their main page.

I would like to see a statement made by Rogers to be posted on the website instead of what's posted now. Helps others too.

[rDell]

---

@Meowmix wrote:
Hello @RogersCorey

That is correct but if we want to exchange it for like a iPhone 7 Plus or a Sony Xperia X Performance we should still get the $25 bill credit as per Samsung Canada posted yesterday.

Also will the Rogers Plus ( Rogers Corporate) stores take back the cases we bought the day of purchase of the Note 7?. We bought a Spigen case at the Rogers Plus store when we did the upgrade at the store August 19th. Samsung posted that all official cases made for the Note 7 can be returned back where they were purchased. So this means we get our money back or a new case with that money?

---

Can't answer for the $25 credit but for accessories I can confirm retail corporate stores will return accessories if you bought it from them, you do however have to take the receipt into the store for them to process the transaction. If you didn't keep the receipt they may be able to pull it from their logs but that might take a bit for them to go through all their receipts.

[Meowmix]

Hello @rDell

Thank you for that! I indeed have the receipt with me as its the same receipt of the upgrade and it's stapled on the contract. I even have the packaging lol.

Its just sad to see how Rogers is dealing with this.

Little to no information posted anywhere and honestly this is a big issue. I know it takes time but they have the information, they can get the developing team to add it on the My Rogers website front page and what to do. Very simple.

Rogers shouldn't be waiting this long to post information that is to deal with this and ontop of that depend on us here on the forum and other sites to give information. Time to step up the game on the information part..

[JoshuaAustin]

I sure hope I get this $25 bill credit and don't have to waste yet more time trying to get that too. 😞

This experience has been seriously depression g from a customer service point if view with both Samsung and Rogers.

I agree strongly with Meomix, that front page really needs to be updated... I can't believe it hasn't been...

Also as I indicated, my point if purchase was completely clueless about this issue and only by sheer luck of the guy they called in the call center was I even successful in refunding my device... It's still messed up for me as my Note 7 still shows up as the device in my line LOL.

[wpd1]

@RogersCorey

I'm on the phone with Rogers right now and they are not aware of the $ 100 Samsung credit...... This is frustrating !

[Meowmix]

Hello @wpd1

This whole situation with Rogers is frustrating to be honest. No one knows any information, they haven't posted anything regarding the exchange or return back unless u read it on Mobilesyrup or on another site and it seems reps have little to no information at all...

[wpd1]

In both Chat and on the phone, all I get is people reading the content of the text messages we've received so far from rogers on this issue. No knowledge of the $ 100 credit.

They've transferred me to the National Sales & Returns center AND, he's actually heard of it. He's surprised nobody else knows about it considering " it's in the news ". I guess most Rogers employees don't read or watch the News.

That was painful but now complete. The $ 100 credit comes on a future bill ( 1 or two months ).

EDIT: IF ANYONE GIVES YOU ANY TROUBLE ON THIS, JUST ASK FOR THE NATIONAL SALES & RETURNS CENTER.

[Meowmix]

Hello @wpd1

Thank you. It seems many need to start reading the memos and emails they get about this.

[Refundmynote7]

The Rogers retail store where I bought my device has denied my refund and has no solution if your device has no box or all accessories. The phone is two months old and this is a serious recall and not having a box or all accessories should not matter and even Samsung confirmed that they don't want any of these back and that this is strictly Rogers policies being unscrupulous to prevent having to refund customers during this recall. I think this is the last straw Rogers. Endangering customers lives to keep every penny. Absolutely disgusting behavior while lying in media releases that customer safety is your top priority. If this is not resolved I'll take my business elsewhere. I definitely won't buy another phone fro. A Rogers retail store. Rogers online has even asked the retail store to take it back but they won't. The stores operate under their own policies and seem not to give any concern. They need to ensure the box and all accessories wind up in the Note7 landfill along with the box before they care about your house burning down or your body catching on fire. Really disappointed with this companies behavior with this recall.

[Refundmynote7]

I like how Rogers and their reps are totally not informing the public that they require all retail packaging and accessories or they will deny your refund. The phone is two months old but they expect you to bring back a new phone with all packaging like it just left the store yesterday.

[hdresden]

If they won't take it back I'd call Samsung and see what they offer you. I'd also call health Canada and your local TV news station, as well as raise he'll on Twitter and Facebook. It would be my new mission in life to make that store manager as miserable as possible.

[Meowmix]

Hello @Refundmynote7

Ask them to call in and have them deal with it that's the only way the can do the refund.

Unfortunately they don't understand that they need to do this as its a recalled device and can put you and ur family at risk.

[wpd1]

@Refundmynote7

It's not up to Rogers to accept less when it's not their issue. The safety factor is on Samsung. You should connect with them.

Just out of curiousity, why don't you have the packaging and contents ? Just for resale value alone in the future you should keep it. I expect you have all the accessories just not the box ?

[Refundmynote7]

I called Samsung. Rogers Corporate rep called Samsung. Samsung said that because I bought the phone at a Rogers store that store has to refund me. Even Rogers online cant refund me and even they agree it's ridiculous the store won't take the device back without a box and every single accessory since the phone is going to Samsung and then the dump. The store said there's nothing they can do and offered no alternative solutions and told me im stuck with the device until I find the box and every single accessory. Ya Rogers it really doesn't sound like "customer safety is our first priority". You have to make sure the box and headphones makes it to the dump before you care about my safety. Smh, do not buy a device from a Rogers retail outlet. Rogers customer support phone/online and even Corporate is unable to have any say in what the store wants to or does not want to do. Next time I will buy direct from Samsung or the device manufacturer. I will never buy from a Rogers retail store after this experience. How was I to know two months later there would be a mandatory return on this device in which I will be required to keep the box and every accessory? Rogers return window is only 15 days. After that people throw away their box and accessories gets lost and broken. I guess this is fine if youre a fortune telling hoarder but for heaven sakes Rogers. Terrible company.