Samsung Galaxy Note 7 exchange program in the US is a bit of a mess

Samsung Galaxy Note 7 exchange program in the US is a bit of a mess
One would think that after so many official statements, news written in the media, and official notifications sent by Samsung, carriers and retailers offering the Galaxy Note 7 in the United States already know how to deal with the exchange program.

That couldn't be more wrong. We've been curious to learn how is the exchange program going in the United States, one of the countries where Samsung recalled around 1 million potential faulty Galaxy Note 7 units, so we've taken to Reddit, one of the places where customers usually express their (dis)satisfaction about various services.

We sincerely hope that these are just isolated cases, but from what we understand these may be only a fraction of the customers who were refused Galaxy Note 7 replacements for various reasons.

First of all, Samsung official recalled all Galaxy Note 7 units in the US a couple of days ago, and warned customers who own one to power them down and exchange them as soon as possible.

Secondly, in order to exchange a Samsung Galaxy Note 7 purchased before September 15, you don't need the box or the accessories that you've received with the phone. It's perfectly fine to bring just the device and you should be qualified for a free replacement or a loaner until your new Galaxy Note 7 arrives in stock.

Also, if your Galaxy Note 7 replacement unit hasn't arrived yet, since Samsung announced they will be available by September 21 the latest, the carriers or authorized retailers must provide you with another smartphone on loan, a Galaxy J, Galaxy S7 or Galaxy S7 edge.

Last but not least, all carriers in the US have been notified by Samsung that under no circumstance they should allow a customers who came in to the store to exchange the Galaxy Note 7 to return home with the device. They should provide them with a new Galaxy Note 7, a loaner, another smartphone, or a full refund.

Samsung Galaxy Note 7 exchange program in the US is a bit of a mess

Well, here is what some customers who bought the Galaxy Note 7 have to say about their experiences with the US exchange program.

















These are just some of the experiences many Galaxy Note 7 owners had while trying to take advantage of Samsung's exchange program.

Naturally, the percentage of people who did not have any issues exchanging their phones might be overwhelmingly positive. However, as long as just one of these exploding Galaxy Note 7 devices is still being used because a carrier refused to exchange it, someone might get injured.

It looks like carriers either don't really care about this issue or tend to minimize the Galaxy Note 7 recall. Or perhaps it's just lack of knowledge that leads to many carrier employees denying Galaxy Note 7 replacement units to those indebted to get one.


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95 Comments

1. kiko007

Posts: 7385; Member since: Feb 17, 2016

This whole ordeal has been a bit of a mess. I can't wait until it's over honestly.........

14. sissy246

Posts: 6907; Member since: Mar 04, 2015

Damn ,I agree with you lol

34. LebronJamesFanboy

Posts: 671; Member since: Mar 23, 2013

Samsung is doing such a horrible job.

47. trojan_horse

Posts: 5868; Member since: May 06, 2016

Which horrible job!? Can Samsung force the carriers to exchange the faulty Note7s for another Samsung phone or to give them a full refund of their money?

53. LebronJamesFanboy

Posts: 671; Member since: Mar 23, 2013

Absolutely. A multi-billion dollar company can create a program with phone carriers that allows for a smoother recall, and especially when the recall is potentially dangerous to consumers. Trojan_Horse - What exactly do you do for a living? It almost seems like your full-time job is to do damage control for Samsung. It is insane for any person to believe Samsung is handling this situation well.

59. trojan_horse

Posts: 5868; Member since: May 06, 2016

Quote: "What exactly do you do for a living" Hey dude, such question about my personal life isn't relevant here, alright? I've not said Samsung is doing a great job at handling this issue, but what Samsung has done so far, is far from being "horrible". You seem to be making this issue appear like Samsung is doing nothing possitive at all.

77. seret6

Posts: 279; Member since: Aug 14, 2013

Hey lebronjames and vilag86, u do realize that samsung pays people to defend , and even praise their devices? So why are u messing with this trojan_horse when u already know on whose payroll is this lad?

64. vliang86

Posts: 337; Member since: Oct 05, 2015

Trojan_horse sounds exactly like TechieXP. Promote and defend Samsung

56. You_Dont_Say

Posts: 431; Member since: Jan 26, 2015

lol @ 'which horrible job'. Trojan horse is officially a professional idiot.

63. trojan_horse

Posts: 5868; Member since: May 06, 2016

The job Samsung is doing isn't sufficient, nor great enough. But it isn't "horrible" as you preach. I think it's average. Quote: "Trojan horse is officially a professional idiot" Why can't you confront someone withiout spewing derogatory stuffs? Do you expect me to respond with similar words? If you aren't up for a civil debate, then let's simply end the dicussion.

71. TechieXP1969

Posts: 14967; Member since: Sep 25, 2013

Yes. But its up to tje carrier to mske sure their own employees know how to handle the issue. It's not Samsung's job to babysit them. SAMSUNG sent an email to all corporate office of US carriers. I saw the VZW memo. I'm In brief it said they buyer only needs to return the phone it says they dont need to ask for anything else.

62. DaveElliott

Posts: 146; Member since: Sep 20, 2012

Why do people have to use "honestly' on even basic things. Without using it means a lie? What a stupid fad, like totally.

67. kiko007

Posts: 7385; Member since: Feb 17, 2016

You've just did the exact same thing....... (If you were being sarcastic...... I apologize in advance for my broken sarcasm detector)

75. kiko007

Posts: 7385; Member since: Feb 17, 2016

*done

105. shm224

Posts: 215; Member since: Mar 19, 2015

@kiko007: Samsung doesn't seem to believe in customer service or product support in general. They don't have any support infrastructure in the US.

2. shaineql

Posts: 517; Member since: Apr 28, 2014

s**t happens , but somehow i think in the long run this will work out good for samsung, they got s**tton of publicity, just make the Galaxy S8 a monster device and they will be fine.

3. shnibz

Posts: 504; Member since: Sep 18, 2011

Yeah my girl took hers in over a week ago and the "loaner" order has been processing ever since. She was told it would arrive in 2 days.

4. ctdog4748

Posts: 797; Member since: Mar 05, 2016

Not only is the Note 7 a defect ridden failure, but even getting rid of it has turned into a nightmare for many owners. SMDH

12. Doakie

Posts: 2457; Member since: May 06, 2009

A defect ridden failure... Funny, 100 phones exploding when the are what 300,000 in the USA means its defect ridden. That defect ridden failure still has a better camera than the iPhone 7 Plus. So I'm thinking I want a refurbished defect ridden failure for myself.

19. Clars123

Posts: 1072; Member since: Mar 16, 2015

Did you seriously believe that HE bought a Note7?

66. ctdog4748

Posts: 797; Member since: Mar 05, 2016

Well documented explosion/fire problems Well documented lag problems Well documented scratch prone problems Well documented build quality issues via the curved screen and frame allowing a light 'leak'. Did I mention the iPhone 7 Plus on my original post??? Nope, YOU brought it up. Proving you are obsessed with Apple, and are embarrassed you bought that POS Note 7, but too stubborn to admit it.

23. tedkord

Posts: 17047; Member since: Jun 17, 2009

Still the best phablet there is, you can't change it.

37. You_Dont_Say

Posts: 431; Member since: Jan 26, 2015

The Nexus 6P is the best phablet there is, you can't change it.

42. tedkord

Posts: 17047; Member since: Jun 17, 2009

The reviews say differently.

119. Bernoulli

Posts: 4358; Member since: Sep 01, 2012

the reviews also omit the explosive feature on the note 7 (no pun, being literal here).

54. trojan_horse

Posts: 5868; Member since: May 06, 2016

Huh?@You_Dont_Say Nexus 6P is no where near the Note5, not to mention any of the 2016 flagship phablets from Samsung.

57. You_Dont_Say

Posts: 431; Member since: Jan 26, 2015

Many people would disagree with that notion.

60. Mxyzptlk unregistered

Tedkord is in denial.

100. tedkord

Posts: 17047; Member since: Jun 17, 2009

tedkord is in possession of the best phablet on the planet, according to the reviews.

118. Bernoulli

Posts: 4358; Member since: Sep 01, 2012

lol him techie and apparently trojanhorse, not just limited to tedkord

* Some comments have been hidden, because they don't meet the discussions rules.

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