Note 7 Exchange - Nobody knows how to do it

[Iamaza]

Hi there, 

After getting my phone on the presale from Vodafone I am now going through the excruciating process of trying to get a replacement or the new Note 7. I have contacted Vodafone over chat service, phone and gone to the store. Nobody had a clue as how to handle the request, the store didn't seem to know that vodafone customers even had the phone to do a recall. 

Talking to the chat service I was transferred 3 times, not one of the guys I spoke with had a straight answer on the procedure. They said I should go to the store and it would be done right there as soon as I got to the store... Went to the store (Camden High Street), they were befuddled by the fact that I had a note 7 and that there was a recall happening... They made me call 191 in front of them. After talking to 4 different attendants, I was given a samsung number... The person said that I should call samsung and they would solve it... I call samsung and they say that vodafone is responsible and should offer me a replacement or a phone to use in the meantime... The blame shifting is not a good thing, as the phone now only charges up to 60% (pushed update today) and there's a small chance it might blow up. I don't have another device to use. Someone needs to bring some knowledge as patience is wearing thin... 

[BandOfBrothers]

Hi

Appreciate the frustration and confusion this has caused. 

Does anything in the official announcements help ?

http://forum.vodafone.co.uk/t5/Vodafone-Announcements/Samsung-Galaxy-Note-7/td-p/2513767

[Iamaza]

It doesn't, as I called Vodafone and they told me to talk to samsung.. Whatever is in the link, people on your customer service have no idea about it. I have lost half of my day around this today to get nowhere... If I was this "considerate" when it came to pay my bills I would be knee deep in something by now... 

[Retired-Viki_R]

Hi @Iamaza

Our staff have all been briefed on this, please call back through to 191 and let me know how it goes.

Don't speak to chat regarding this or store, it needs to be 191.

Thanks,

Viki

[Harrysw7]

Just checked with Vodafone that the replacement I organised yesterday (Wednesday) would still be delivered tomorrow (Friday). After half an hour I was told no, it would be some time in October as Samsung have now put a hold on all deliveries to do further tests on the battery issue. No timescale can be given. Sounded like nonsense, although there has been something this pm in the Express. So I asked specifically Does this mean that replacements issued would also be recalled - was told yes. Asked also "Are you lying to me" - was told no. Called Samsung who were unaware of this.

Someone from Vodafone kindly post with some truthful info

[Iamaza]

Clearly not... @Viki_R 

Spoke to more clueless people today. Tired of wasting time with customer service, vodafone knows I pre ordered and got my phone, they should be activelly seeking people to avoid a phone catching fire and harming someone... Maybe that's what needs to happen for them to spring up and do something about this

[Iamaza]

Forgot to mention, the "tech person" at the store challenged my claim that there was a recall happening... He must not know of google and other places where you can seek information

[jaygrim]

This really is a ##~## take I was passed to six people last night and none of them had a clue and I ended up talking to the first person again. They are ignoring all my attempts to contact them on Twitter too.

[kids]

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@Iamaza wrote: The blame shifting is not a good thing, as the phone now only charges up to 60% (pushed update today) and there's a small chance it might blow up.

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Slighty off topic but I queried yesterday if the limiting update Samsung has pushed out would also be in the software of the new phones.

If so it seems a bit much that owners will only be able to charge the phone up to 60%.

[Iamaza]

It won't limit new ones. They will have a green battery icon and will fully charge.