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have arranged to sell their older devices to offset the cost of these Note 7's, which by the time we get them will be outdated, no doubt also worth a lot less than they would have being if this sorry state of affairs hadn't happened, but the does not deter from the fact that most of us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!

[Mattjd1986]

I wasn't told half of this earlier they just said they put inn a manual delivery order I didn't even get a confermation text or anything

[yorkie9668]

Well DPD delivered my order from Panasonic but no Note 7, so yet another lie by Vodafone, ##~## is going on with this company???????????

[dejkirkby]

I have contacted Vodafone several times over the last few days regarding my Note 7. It clearly seems the customer service representatives are not given the correct information. They seem to be unaware of their obligations in this recall and I was told I would need to preorder again. I was then told I was requesting a repair when I was definitely not. I spoke to a Samsung representative who confirmed that Vodafone received stock for replacing the recalled Note 7 devices.
After informing the Samsung representative that Vodafone were point blank refusing to swap my device, she escalated my issue to the Samsung Exchange Programme. I now will receive my replacement directly from Samsung. I no longer have to deal with Vodafone customer service and the absolute lies they tell customers. I have also been made aware that Vodafone are using the phones Samsung issued for replacements for new customers. This is diabolical. Customers are being left with potential explosive devices for the sake of new sales. After 10+ years as a Vodafone customer, I am counting the days until my contract is up.

[chwong1988]

I spoke to Vodafone again this morning, the first lady I spoke to said there was a pending order and she could not give me any details - not helpful really. I stressed that I would like to speak to the returns department so I got transferred at the end - the second advisor (from the reruns team) told me there was a limited stock in their warehouse and the current processing time was about 48 hours. She said she would process my request (so I was lied again about my order was in process???) and read out some terms and conditions regarding the exchange. I asked about the VR headset and was told we could keep it as only the phone would be sent out. She said I would receive a text from DPD once the order was processed at the warehouse and it will be a 'door-swap'.

I am still very sceptical about what I was told given my previous experience but at least she did seem to know what she was talking. I should see if anything will come in the next 3 to 5 days... I guess the main thing is that don't bother speaking to the advisor who is not from the returns team - at least they seem to know more.