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Voluntary exchange program will soon become official recall

sztheday2006

According to several credible sources, the voluntary exchange program on the Galaxy Note 7 will very soon become an official product recall regulated by the US Consumer Product Safety Commission. I realize this opens up a whole different discussion regarding the device and how soon a replacement may become available but that looks to potentially be a much lengthier process now that the Feds are involved and working directly with Samsung. Below are several articles recently posted from CNN, Gizmado and the Wall Street Journal regarding the issue. Looks like we may have a longer than previously thought wait, folks.

http://www.wsj.com/articles/samsung-galaxy-note-7-users-should-stop-using-charging-devices-cpsc-says-1473453757 2 minutes ago

http://gizmodo.com/feds-finally-issue-warning-on-exploding-samsung-note-7s-1786452569 28 minutes ago

http://www.cnet.com/news/feds-will-formally-recall-samsung-galaxy-note-7/ 2 hrs ago

Samsung has also revised their statement on the Exchange Page as on today's date.

Updated – Sept. 9 2016

Announcement

In response to our recent announcement regarding battery cell issues with the Galaxy Note7, we are advising that you power down your Note7 and exchange it now, as part of our U.S. Product Exchange Program for all Galaxy Note7 owners. We strongly advise all customers to use this exchange program because your safety is our top priority. Additional sales and shipments of the affected devices have been stopped, but if you already have a Galaxy Note7, we strongly advise that you replace it.

Through the U.S. Note7 Exchange Program, you can:

Exchange current Galaxy Note7 device with a new Galaxy Note7 (pending CPSC approval). Until time of approval, select carrier and retail outlets will provide customers, who prefer a replacement Note7, with a Samsung J Series loaner phone to use until new Note7s are available.
Exchange current Galaxy Note7 for a Galaxy S7 or Galaxy S7 edge and replacement of any Note7 specific accessories with a refund of the price difference between devices.

We know this exchange is an inconvenience, so you will also receive a $25 gift card, in-store credit or bill credit from select carrier retail outlets when participating in the U.S. Note7 Exchange Program.

Comments

Dresdens

It will be interesting to see if Verizon is one of those 'select carriers' who will provide their customers with a loaner phone. I think not. Too bad because the Note was my first and only choice for my phone upgrade. I have never wanted an iPhone but that could end up being the direction I go if I cannot get a new Note 7.

rcschnoor

Dresdens wrote:
It will be interesting to see if Verizon is one of those 'select carriers' who will provide their customers with a loaner phone. I think not. Too bad because the Note was my first and only choice for my phone upgrade. I have never wanted an iPhone but that could end up being the direction I go if I cannot get a new Note 7.

Better yet, it will be interesting how many Note 7 users would actually accept that Samsung J Series loaner phone or be angry if they receive a loaner of anything less than a Galaxy S7 Edge as a loaner.

With some of the comments, I think many would think it an insult to be offered a J Series phone until the Note 7's are available.

lonestar614

It's a loaner phone, no different than when a car dealership offers you a loaner car or a rental while they fix the recall problem on your car. I don't see why anyone would be insulted in being offered a J Series phone until the new Note7's are in stock. The only problem I see is that our carrier doesn't seem to be participating in this loaner program

DCF123

I'd be fine with a loaner - only problem is that the J3V is listed as online-only, not shipping until 10/4. Thanks Verizon.

lonestar614

Yeah, unfortunately they wouldn't have the stock of J phones available. No one foresaw this recall coming, and I don't think they tend to put a lot of budget handsets out there on a normal basis. The replacements Note7s will be here before they have a comparable amount of the J3Vs available.

KELFINK

This makes sense that they wouldn't have any in stock - didn't think of that but it makes total sense. The J series isn't one I had even heard of before the email I received from Samsung about this process.

I'm fine with a loaner in any capacity, I wouldn't even complain even if it was an old flip phone (not sure why anyone would be "offended" by this option) - as long as I know that they will easily take it back for a new Note7 whenever this whole federal process wraps up. I am assuming it will take a while. Sure, getting an S7 in the meantime would be wonderful but I totally get why that would not be the case. No big deal.

I'm on hold with Verizon currently to see what the process is of getting the loaner or if the are even offering this option...

debbietoo

Not all Verizon Coorporate stores are equal. Here is the lastest scope. We went to the store that we get the best customer service. I was so frustrated when I left, that my son suggested we go to the other coorporate store. All I can say is, that gal at the first store, didn't know what she was talking about.

When we got to the second store, they knew exactly what needed to be done. They actually read the email to us, as to what they were to do, dated 9/2/16. They said originally, they were told that we had to go thru Samsung to get the replacement (that's what we were told at the first store this morning). They said what their Samsung Rep has them doing now is, exchanging the phones temporarily for a S-7, S-7 Edge or Note 5. We will be able to exchange back to the Note 7 as soon as they get them in. We will be getting an email and text message from Verizon as soon as they are available. So, we walked out of that store, with the exchange. The restocking fees were waved and will continue to be waived. They replaced the screen savers and the cases so everything fits our S-7. We did not exchange out the chargers since we only use wireless chargers in our house and we have plenty of extra car chargers to fit the S-7. They did not know the exact date as to when the new Note 7 will be delivered but until then, we are considered temporarily using the S-7.

My son was concerned about the Note 7 after he discovered his phone was way hotter than normal, last night. He works the night shift and had checked on his phone during his break and found it hot, even though it was not hooked up to any charging system. He's sure it was due to the car being warm but at that point, he didn't think he should take anymore chances, so he had to power his phone off. Needless to say, he was very willing to spend the morning resolving the Note 7 issue. Now he can get some sleep, with peace of mind.

eagle100

Went to the Verizon Corporate Store earlier today, they've heard nothing of the CPSC involvement or about loaner program, and won't be giving out loaners. I'd have to basically return the N7 for refund and buy another phone. And, I have to do that before the end of September 30 or incur restocking fee.

photomu

I went in yesterday to my local corporate store and received a bit of attitude regarding this issue. I was somewhat surprised. The employee was proud that they weren't wanting to charge me a restocking fee. This made me laugh as it's akin to a restaurant telling you they want charge you for your returned burned steak. Of course they shouldn't charge a restocking fee -- this shouldn't even be up for discussion lol. The manager seemed a bit upset and said, "Well, we've not heard of giving anyone a temporary phone. We don't even have phones to loan. We won't be doing it."

After nearly 20 years with Sprint, I've never received customer service with an attitude like I get frequently with Verizon. There's a sense of entitlement at the local stores.

60mm

I went by my local vzw store Saturday afternoon. They had no loaners, and said that was a Samsung thing. Said that I could return it if I want and use an old phone I had at home. I could also keep it and see if the replacements arrive by the 30th. While waiting, a young lady came in with her note 7. Another vzw rep told her that the local Samsung rep said that the affected phones were only in China, and that's where they were recalled. At that point I told the guy that was having a hard time returning my note 7 (apparently since I pre-ordered and had it shipped to me, the whole space-time continuom was screwed up) that I didn't know who to believe because both reps were giving contradictory info about the same issue. He asked about order dates and when I got the phone since I didn't have a receipt. I finally told him to never mind and just give me back the phone. He handed it over and said, "Good luck."

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