Samsung Galaxy Note 7 lack of advice

[yorkie9668]

Since receiving my Note 7 on the 2nd of September and still being unable to use it (signal problem with handset) then the subsequent recall, I must say I am shocked at the lack of infomation from both Samsung and Vodafone.

Mine is sitting here in it's box, I have been charged for it and charged for the usage, even though I have not been able to use it, I have spoken to CS a few times with very little help at all, one advisor said they had not heard of the recall!?! Seriously come on!

I like a few others I have read on this forum have arranged to sell their older devices to offset the cost of these Note 7's, which by the time we get them will be outdated, no doubt also worth a lot less than they would have being if this sorry state of affairs hadn't happened, but the does not deter from the fact that most of us bought these over inflated mobiles because they were the latest tech item available, we paid over the top to have them from day one, now we are being left behind by Apple once again.

Even more annoying is Vodafone's response, "you can always return the device with the free VR headset and cancel the contract" or you can order a different type of phone! Sorry I did an early upgrade because I wanted the Note 7, not an Apple or HTC device, Samsung and Vodafone have really screwed their customers over this, I appreciate it isn't al their own fault but the treatment of us customers since this started has being nothing more than a shambles and I think they need to be looking at compensating those affected by this.

Sadly those who had ordered and not received your device I feel even worse for you, now if you lived in America you could have had your replacement last Wednesday, yes 9 days ago, but us here in Europe are not as important as the Yanks.

Samsung have lost millions of orders for the new Note 7 to Apple from what I have seen, such a sad state of affairs, lets go back to readily replaceable batteries!

[Retired-LouiseE]

Hello everyone

If you plan to stick with a Note7, you will need to contact us from 19 September so that we can organise an exchange for you. Call us on 191 or 03333 040 191and we will make the arrangements to retrieve your existing device and send out a new one.

Our absolute priority with new stock is to provide replacement Note7 handsets to existing owners. We don’t yet have information about the Note7’s general release date.

Make sure you back up your device before returning it, so that you can reinstall your content on the new device when it arrives.

All updates can be seen on our Note7 Announcements page. 

Louise

[yorkie9668]

I did call today and was told to call back tomorrow, what is going on?

[serial45]

I am absolutely APPAULED by how vodafone are handling this.

I spent 90 minutes on the phone yesterday trying to sort this out.

The upgrades team COULDN'T arrange a recall for me, because I was OUTSIDE of the 30 days from when I pre ordered it (i pre ordered on 16th august - yet DIDN'T receive the phone until 2nd september (so not even had it three weeks yet).

I was passed from pilar to post, and eventually got through to a Flying start advisor. This advisor didn't have a clue and told me I had to speak to samsung. I already explained I had done this and Samsung have referred me back to vodafone - as have several news reports online.

She then kept me on for over 30 minutes whilst getting her manager to authorise an exchange for me - however the phone isn't in stock atm. So i have to callback when its in stock.

Absolute JOKE, I just feel as though I want to cancel the whole thing now.

I most certainly will be seeking a complaint and compensation for the way I was treated by vodafone yesterday.

[Retired-LouiseE]

Hello @serial45 and @yorkie9668

Due to the recent iPhone launch over this weekend our lines have been very busy. Our apologies for the delay, I understand your frustration. 

The best way forward is to give our team a call tomorrow as advised and we will have further information on the Note7 exchange. 

Louise

[gpd1965]

Lousie_E - knowing that the iphone launch was over the weekend, and therefore lines would be busy would it not have been better to put the 20th as the date in the original statement. It is this level of poor or no communication which is simply making a bad situation worse. Accurate Communication goes a long way to keeping customers happy

[yorkie9668]

Vodafone aren't bothered about customers that already have their mobiles, even if they are faulty or on recall, they are only interested in new customers signing up for new phones, they prioritise lines for new customers I know this because I now select the option for sales rather than retentions or returns when I call, it is amazing I am answered straight away every time

[kids]

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@serial45 wrote:

I am absolutely APPAULED by how vodafone are handling this.

I spent 90 minutes on the phone yesterday trying to sort this out.

The upgrades team COULDN'T arrange a recall for me, because I was OUTSIDE of the 30 days from when I pre ordered it (i pre ordered on 16th august - yet DIDN'T receive the phone until 2nd september (so not even had it three weeks yet).

I most certainly will be seeking a complaint and compensation for the way I was treated by vodafone yesterday.

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We certainly seem to be following the Yanks with this ridiculous wanting of compensation for the simplest things in like.

Thing go wrong, that is a fact of life. 

Not every minor hiccup is an excuse for compensation, for goodness sake it is a phone, it is not a like threatening event. Accept these things happen and move on.

[gpd1965]

erh no i dont think this is ridiculous, the bottom line is that Vodafone are in breach of their contract as they have suppleid a product that is faulty. If they have made upfront charges for this product then these should be refunded.  You are absolutley correct that things go wrong, which is why the quality of a  company can be measured by how they respond to an issue, and responding in the right way is likely to keep customers onside. The fact that Vodafone have shared very little information with their customers and what they have shared has proven to be wrong  is what is annoying customers. For me this situation is annoying but I have kept my old note 3 so the impact is not so great, however somebody who has sold their phone and now do not have a sutiable phone to use it could be alot more serious. 

[yorkie9668]

So CC Kids you think we should just accept this appalling customer service, suck it up and carry on?

So they then keep doing it and keep getting away with it?

No we have a right to a decent level of service, the same as anyone else, but it seems to me that Vodafone know people won't follow up with complaints and claims for compensation so they keep up their terrible customer service we have become accustomed to.

No I don't agree with you, yes this fault was not theirs but they haven't handled it well at all, 3 times I have spoken on live chat after going through my security details and all 3 times they have asked me why I want to exchange my NOTE 7, yes all 3 times, then today on the phone I was again asked why I want to exchange my NOTE 7, I explained the product recall by Samsung on all 4 occasions and 3 times I was told they had not heard of the recall, I am sorry but that is shocking customer service!

[kids]

@yorkie9668 As soon as Samsung notified Vodafone of the problem that was passed onto Vodafone who made the announcement not to use the phones and wait for recall instructions.

Until Samsung out in place a system to recall phones Vodafone had nothing else to tell you.

Yes it maybe annoying, Yes maybe if Samsung has been more frank about the extent of the problem then Vodafone would have been able to be more informative, Yes it maybe caused inconvenience for some people but none of those things in my opinion warrant screams for compensation.