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have arranged to sell their older devices to offset the cost of these Note 7's, which by the time we get them will be outdated, no doubt also worth a lot less than they would have being if this sorry state of affairs hadn't happened, but the does not deter from the fact that most of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

[yorkie9668]

CC Kids that is your opinion and you are entitled to it, but until people stand up against these large companies for eroors and poor customer service they will never change.

Sorry but 2 text messages is all I received from Vodafone, I have had to do all the running since they arrives over 2 weeks ago!

[kids]

@yorkie9668 As you say that is my opinion and by the same measure I respect your opinion.

So we will agree to differ.

[jeffkinn]

I’m sure we all understand the frustration of Note 7 owners. But Vodafone, despite being the retailer, is in a tough spot over this. This has turned into a monumental disaster for Samsung. The cost of the replacement program is now expected to reach $1 billion. The company has been selling shares and investments to raise the cash to pay for it. Their share price has plunged and the value of the company has plunged by nearly $30 billion. They won’t go bust but they are clearly hurting and trying hard to manage a worldwide problem. This, coupled with the demise of South Korea’s largest shipping company Hanjin, has really set the cat amongst the pigeons. Vodafone doesn’t have a good track record of communicating with customers over issues such as this (not that there has even been an issue like this) and managing customer expectations. But they are probably in the dark themselves over how exactly this exchange programme is meant to work. Good luck to all involved.

[gpd1965]

vodafone as  a major world wide telecomms company have considerable more knowledge than we do from Samsung. The inability to deliever even a very basic level of customer serice is soley down to Vodafone. they have had time to determine a strategy and communicate this internally but the have decided not to. The lack of honest information is what is causing more frustration for customers

[Chrecky]

I'm having a nightmare with this. 

I pre-ordered my phone on the 23rd of august. As soon as I did I lost all 3G/4G data. Cant get it working until phone has been delivered. 

Got a case open with customer relations who cannot fix the issue and cannot gaurantee when I will get my order. Hell they can't even give me a call back when they are supposed to! (once forgot to call me, Once sent a text message delaying calling me and supposed to call me today and nothing at time of writing) 

Vodafone really need to up their communication on this. I completely understand that the phone has been recalled but if other networks can sort their exchanges out today why cant vodafone? And as mine was a pre-order from before the re-call no one seems to be able to tell me if i will get an exchanged handset now or if i will have to wait until they are on general sale again. Today alone I have had 1 advisor admit that they know nothing of the Note 7 situation as they are focusing on iphone and 1 advisor say they are waiting for stock of the samsung galaxy note 7 from apple..... 

[Retired-LouiseE]

Hello all

I understand your frustration and distress.

For the latest updates regarding the Note7 please see this announcement page here. 

Louise

[gpd1965]

Lousie_E why do you point us to a stateemnt which has already proved today to be inaccuarate. People have called the number advised today and been told a number of things ranging from tomorrow (me), mid  october or we haven't got a clue.

It would be very useful if you could contact your manageemnt team and ask for an update, especially as we are now at the end of the apparently first day of the exchange proigram

[Chrecky]

@Louise_E That doesn't help answer any of our questions. I called up today and no one knew about exchanging note 7's and what to do? And can you tell me when i will receive mine? as it is still an open order from the 23rd before the recall happened! 

[Retired-LouiseE]

Hello @Chrecky and @gpd1965

Earlier today we didn't have all the correct details regarding the exchange, however our telephone teams are now fully up to date. Please give us a call this afternoon or  this evening and we will help you further. 

Our apologies for the inconvenience. 

Louise

[Chrecky]

@Louise_E

just called up... got told 1st of october!? please say this is a joke!?