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Asus has the worst customer service I have ever encountered. I sent back my charger to Asus on Febuary 16. Not only was I told it would be a 14 business day turnaround, but I was also told I had to send in the cord as well. After about 20 calls to Asus, speaking to numerous supervisors, being told they had no idea where my charger was and I had to just wait, I finally recieved a tracking number a few days ago. I was beyond excitement when I heard the knock from FedEx today. I opened the box up and what do I see? A plain charger, no cord, no outlet plug adapter. NOTHING. What am I suppose to do with just the plain charger without anywhere to plug it in. Every time you call asus they tell you they have to contact another department and someone will contact be back. Which no one ever does. They also say that contact takes up to 48 hours. I just stayed on hold for a supervisor 20 minutes which never came on the phone. I'm at my witts end on what else I could do. Needless to say I will probably never buy Asus again. This is completely unacceptable. If anyone has any suggestions, I would appreciate it.
Throw it in the trash and buy an ipad. Then you can swap it out at an apple store if there is a problem or buy any number of third party accessories to charge your device.
Although a great suggestion, I would like to keep this one and not spend another $500
pudge12 said:
Although a great suggestion, I would like to keep this one and not spend another $500
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Not exactly positive.. but.. this should work with Transformer Prime.
http://www.microcenter.com/single_product_results.phtml?product_id=0367050
i honestly wish i had never sold my A500 for this tablet. i can't unload it without selling it at a significant loss. my gps still doesn't work despite asus having it for 21 days, 6 days after it came to me on dec21 ( yes i was one of the Neanderthals that thought this tablet was worth preordering for). i will NEVER buy another asus product again. I'm stuck with this tablet for at least 6 more months before I can think of getting a new one.
Found a different number which I assumed is some sort of corporate office. The nicest guy I've spoken to in this whole ordeal. He is overnighting me the parts I'm missing. Hopefully I will receive it tomorrow or the day after. Thanks
Great its resolved. Thats why I insert photos (time/date stamped) of what condition the items are and everything included, I also make sure all the components going in the package are checked off on the RMA request. Then I take a video of me wrapping all the items, packaging, and finally closing the package in case i need to resort to it.
junrider said:
Great its resolved. Thats why I insert photos (time/date stamped) of what condition the items are and everything included, I also make sure all the components going in the package are checked off on the RMA request. Then I take a video of me wrapping all the items, packaging, and finally closing the package in case i need to resort to it.
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This is good advice in general, and I do it EVERY TIME I'm sending ANY product in for service, refund, exchange, or whatever. I have a horror story like this for almost every technology manufacturer or vendor I've purchased a product from over the years, including HP, Dell, Toshiba, HTC, Samsung, and some now-defunct companies that few people here would recognize.
Pretty much the only company I never have problems with in this regard is Costco, which is why I buy everything I can from them. Although, seriously, I've found ASUS to be pretty good comparatively, which just goes to show how different peoples' experiences can be and how sweeping generalizations shouldn't be made based on a relative handful of complaints.
Oh, and since Apple was mentioned in this thread, it's maybe valuable to add: yes, they provide good customer service, at least as far as getting product replaced in-store. But, one pays for that luxury, either in higher prices (MacBooks), in a locked-down environment, or at least SOMEONE pays for it (in the case of the iPhone, that would be the cost-shifting that occurs when carriers take a loss in subsidizing the iPhone). Maybe the iPad is decently priced, or maybe it's not--but even if the iPad is reasonably priced, it's because the costs are merely shifted to other Apple products. Apple couldn't make their absolutely phenomenal profits if they weren't getting the money from someone.
Wait, if you were without a charger all this time... were you not able to charge your Prime and thus not able to use it?
Sucks lol
OH and the iPad bit-- the OOW replacement cost for an iPad 3rd gen is $299 regardless of what model. iPad 2 and original, $249.
What does this mean? Apple's OOW replacement costs for iOS devices are usually posted at a 20% or more profit. That means that Apple makes at 50% profit on each sale of its devices, and an additional 20% on each OOW repair.
Apple makes plenty of money to support each product with each unit purchased. This is not including returns from AppleCare protection sales.
wynand32 said:
Maybe the iPad is decently priced, or maybe it's not--but even if the iPad is reasonably priced, it's because the costs are merely shifted to other Apple products. Apple couldn't make their absolutely phenomenal profits if they weren't getting the money from someone.
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Shifting money from other Apple products wouldn't increase their profit. Apple makes phenomenal profits cause they do things like, sell 3million tablets in 3 days.
Cozmo85 said:
Shifting money from other Apple products wouldn't increase their profit. Apple makes phenomenal profits cause they do things like, sell 3million tablets in 3 days.
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I mean, Apple can afford to sell the iPad for lower margins (if they do, and maybe they don't) because their margins are inordinately high on their other products. Of course, ultimately, that reduces overall profit margin a tiny bit (more so as more iPads are sold as a percentage of their total sales, of course) and total profits as well. But, again, Apple's margins are already so high that they can afford to take a bit of a hit--it becomes something of a rounding error on their quarterly statements. Also, Apple makes a bit of profit from iTunes and the App Store, which also helps.
The point is, anyone buying an Apple product should expect a much higher level of customer service, because they're paying for it. Kind of like buying a BMW vs. an Infiniti--I hope nobody who buys a BMW and gets the included maintenance actually thinks that maintenance is free...
wynand32 said:
I mean, Apple can afford to sell the iPad for lower margins (if they do, and maybe they don't) because their margins are inordinately high on their other products. Of course, ultimately, that reduces overall profit margin a tiny bit (more so as more iPads are sold as a percentage of their total sales, of course) and total profits as well. But, again, Apple's margins are already so high that they can afford to take a bit of a hit--it becomes something of a rounding error on their quarterly statements. Also, Apple makes a bit of profit from iTunes and the App Store, which also helps.
The point is, anyone buying an Apple product should expect a much higher level of customer service, because they're paying for it. Kind of like buying a BMW vs. an Infiniti--I hope nobody who buys a BMW and gets the included maintenance actually thinks that maintenance is free...
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That's weird cause I paid 650 for the TFP + dock but only 500 for my iPad. You just can't match the support of physical Apple stores to call centers like ASUS. Besides, I've dealt with HP warranty a few times and they were much better than what ASUS is giving me ATM. My Prime has arrived since two weeks ago and it is not even in their system yet.
In the end, as a end user, we don't care the reason why a certain company can provide better service, we only care that one company provides better service period.
pudge12 said:
Found a different number which I assumed is some sort of corporate office. The nicest guy I've spoken to in this whole ordeal. He is overnighting me the parts I'm missing. Hopefully I will receive it tomorrow or the day after. Thanks
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Thanks for sharing the happy ending.
It's nice to know that Asus operates an environment where its employees have the latitude to be helpful if that's their nature. Perhaps the first group you talked to was an outsourced support center...
One thing I've learned is to always ask for a supervisor, and then their supervisor if you're unsatisfied. You need to get to a level where you can get their FULL name, not just a badge number. If they won't give you their full name and their direct number, you've not gone high enough. The real key here is to remain FRIENDLY, CALM, FIRM. If you start getting hot, you'll get nowhere.
Jgrimoldy said:
Thanks for sharing the happy ending.
It's nice to know that Asus operates an environment where its employees have the latitude to be helpful if that's their nature. Perhaps the first group you talked to was an outsourced support center...
One thing I've learned is to always ask for a supervisor, and then their supervisor if you're unsatisfied. You need to get to a level where you can get their FULL name, not just a badge number. If they won't give you their full name and their direct number, you've not gone high enough. The real key here is to remain FRIENDLY, CALM, FIRM. If you start getting hot, you'll get nowhere.
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Unfortunately I believe the key point in your statement is the outsourced call center. I believe this is exactly where my call would get forwarded. Unfortunately no matter how calm, friendly, firm, or insistent that i knew it wasn't the reps fault but i just needed help, none was given. I was even insulted at one point by a general rep saying I wasn't paying attention and wasn't listening because he told me his computer listed the charger as not received by the facility, and that meant they didn't have it. So when I inquired where it was if FedEx marked the package with information given to me by Asus was, he said I wasn't listening. I asked for a supervisor multiple times and more than half the times i was placed on hold for 20 minutes, told I would be called back and I am still waiting for the phone calls back. The few I did speak to said they were the highest up. Fortunately the last number I called, which was a USA number, not 1800 I spoke to someone who not only had an American accent (not trying to come off racist) but was extremely helpful. Promised he would over night me a charger over night and it was waiting for me today at my doorstep. I will call the same number tomorrow and hopefully find the same helpful individual and personally thank him. The general customer service from Asus was horrible beyond belief, but at the very least there is at least 1 person somewhere that was helpful and to him I thank.
Sorry for the long read.
I was very excited at the notion of getting my N3 today. I drive like a mad man to the Sprint store closest to my home. I was expecting to see SOME type of crowd...(2 p.m.).the store was absolutely empty! So I tell the rep that I want to buy the N3, she said they never got any, not even 1 for launch day? In fact, she said that during the morning conference call, there was no mention of the N3 at all, WTF? She didn't know model numbers or anything else about it, do people really hate the Samsung line that much? After driving to the 3rd Sprint store, I bought the only one that was shipped to their store. Overall, I'm kind of miffed that even the store reps aren't/weren't prepared, knowledgeable or even slightly enthusiastic about this launch, but I'm glad I got my phone!
i went straight to best buy and got mine this morning but they did say they had a limited quantity and no accessories.. so i went to the sprint store around the corner to get a case.
they were excited to see mine said they have never seen the phone and didnt get any in
Local Clearwater store had plenty. Despite all the hype of the Note 3, it's always a sleeper at the Sprint store. The same thing happened last year at the Note 2 launch, and that was even more of a bigger hype since it is the first time the Note series is available from Sprint.
You took the time to complain because there was no rabid crowd like the iPhone zealots do every year? You should be thankful. The store I was at had limited stock AND some stores got their shipments and could not locate them.
atuarre said:
You took the time to complain because there was no rabid crowd like the iPhone zealots do every year? You should be thankful. The store I was at had limited stock AND some stores got their shipments and could not locate them.
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The sprint store here didn't receive theirs and one radioshack only got white ones while the other didn't get theirs at all. I just decided to order mine straight from sprint to avoid everything and to keep myself from being tempted into a white one.
No sign, accessories, or display model at the one i was at. However i was the 4th one sold within the hour.
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I had an appointment at Best Buy for 10:00 a.m. this morning. There weren't many people when I arrived but by the time I was done (took almost an hour!) there was a line of about a dozen people and and lots of talk about the Note 3.
Overall I am much more impressed with the look of the phone and the soft texture of the back; much better than I thought it might be based on many comments in the forums.
Best Buy also had the Galaxy Gear but it was tethered and the security device made the watch look so thick and impossible to test fit. The whole presentation did nothing to help sell the device. Overall from what I could see it looked nice but not for $300. I think Samsung and/or Best Buy really missed an opportunity by not offering some kind of Note/Gear bundle. Even $50 discount might have made me consider getting both.
atuarre said:
You took the time to complain because there was no rabid crowd like the iPhone zealots do every year? You should be thankful. The store I was at had limited stock AND some stores got their shipments and could not locate them.
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I was passing on an observation, not really meant to be a complaint. But it was if they had no idea that it was a launch date, no display units, no in-store posters, like they hadn't even heard of the phone. I just found it strange, maybe others here don't.
All the stores in Dallas/Ft.Worth got at least 10-20. I got there at 9am with 1 guy waiting and by the time i left after i kept telling the salesman i dont have to give them my phone that is not under contract..... I saw about 4 people leave the store with them.
boaz65 said:
I was passing on an observation, not really meant to be a complaint. But it was if they had no idea that it was a launch date, no display units, no in-store posters, like they hadn't even heard of the phone. I just found it strange, maybe others here don't.
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We are smartphone enthusiasts. Sprint employees or corporate generally do not care. If they do, they would be working with Sony to push their XPERIA line. With a little encouragement and dealing, Sony will add a CDMA version. Look at the mistake with the uniband Note 3 and the lack of waterproof phone.
Get a couple of enthusiasts from XDA to the Sprint corporate board room and the company will be profitable real fast. Sprint corporate is often clueless just like the people at HP, just like the idiots at LG and HTC that decides their phone do not need an SD card. They make $5 mistake that cost them lots of unsold phones and hundreds of millions. Samsung don't have to beat them when they keep making stupid decision like that. Of course, this is just IMHO.
If I was managing the Sprint corporate store, you bet I will be promoting the Note 3 or any flagship phone launch with posters, display, cases, hooking it up to the smart dock, etc.. Look at the home page at Sprint. They are pushing the Iphones. Nothing wrong with that but they should be pushing any new flagship phone launch. They do not have the passion like the John Legre dude at T Mobile.
boaz65 said:
I was passing on an observation, not really meant to be a complaint. But it was if they had no idea that it was a launch date, no display units, no in-store posters, like they hadn't even heard of the phone. I just found it strange, maybe others here don't.
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Thats because no one is trying to hear they only have one option for a plan. lol If you start advertising the Note 3 also people need to be informed that there plan is changing. People hate switching plans especially when the store reps even have a hard time explaining the new plans. Most people can care less about a new phone every yr. We are the minority. I personally thought you get $15 off the plan immediately. Then they tell me you have to wait 2 months. Just very confusing.
dallastx said:
Thats because no one is trying to hear they only have one option for a plan. lol If you start advertising the Note 3 also people need to be informed that there plan is changing. People hate switching plans especially when the store reps even have a hard time explaining the new plans. Most people can care less about a new phone every yr. We are the minority. I personally thought you get $15 off the plan immediately. Then they tell me you have to wait 2 months. Just very confusing.
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You have to wait 2 months for the 15$ off to kick in? They surely didn't tell me that.
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I pre ordered mine at the best buy in metro Detroit and had mine when I get off work at 2 pm. I got the black one
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I called sprint to get my upgrade today and the rep was asking me questions on how the galaxy gear worked. Lol.
He said they get a tiny ass powerpoint about the basics and that's it. When I worked for Apple (worst company), I would research online so that I knew everything. Better customer service, better results.
C'mon Sprint. Step your game up.
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Got mine and a Gear, I really like the Gear. It really compliments the Note.
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My Sprint store got the boxes from UPS as I arrived at 10am. They even had a Samsung Rep on hand doing Note 3 demos and Galaxy Gear. Cases were limited, all they had was the Body Glove case which is actually pretty nice. Overall this is a great phone and im so happy I exchanged my HTC One for this.
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atuarre said:
You took the time to complain because there was no rabid crowd like the iPhone zealots do every year? You should be thankful. The store I was at had limited stock AND some stores got their shipments and could not locate them.
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My sentiments exactly. I dread going to my corporate sprint store. Yesterday, however, i was plesantly suprised that there was no traffic and i was served instantly upon walking into the store. TWICE. By 12 tho, it was filling up and i was glad i was finished.
It is very weird, regardless of what some will have you believe. I was first at one of my local stores to get one (was the only one in the store for the hour or so it took to futz with my account and activate the phone. Got there at store opening). They had not even taken them out of the shipping box yet. Had to go back to the store this morning and they said that I am still the only one to have gotten one. Inexplicable.
I realize the price bump to give preference to Apple (don't agree with it, but understand) but it's almost like Sprint didn't even want this phone to launch at all. Last to announce launch date. No marketing at all. With millions of Note and Note 2's sold, and several million Note 3's already sold world wide, I really can't figure out what's going on. I have seen companies do a lot of weird things, but whatever is going on with Sprint and the Note 3 is beyond me. Sprint's overall lineup of phones is horrendous anyway, getting a true flagship phone should be more of a big deal to them.
I have to say that I love this phone. Coming from a beat up Epic 4G Touch, this is like upgrading from a Pentium 4 to an i7. This is also the first time I have been able to use LTE and I love it.
There is a business aspect to this. Now trust me I don't want to give Sprint more credit than they deserve for being smart because at the retail level they are any thing but smart. However, the bigger push for Apple in all the stores may be a business decision and by design. If you recall, Sprint had to commit to hundreds of millions if dollars to Apple when they got the iPhone line.
Retail stinks anyhow for all manufacturers. I used to be a vp of salrs for a PC company and always felt like being held hostage to retail reps who can't add any value. I recall the days of ComputerLand when I got them to carry my new really cool laptop. There were two versions and we spent a lot of money and time training and motivating their retail team for the launch. I secret shopped the stores and when I asked the sales team what was the difference between model 1 and 2 he said $199 ....I was smart enough to calculate that myself ....the price was on the display.
Yesterday was another good example. I went to the Sprint store and there were no notes on display although they were in inventory. Then I drove to the Best Buy mobile store. Again nothing on display but a bunch in stock. Talked to store manager who said she was given a demo unit by Samsung a few days ago but didn't open it. She also had a Gear which she said she hasn't opened.
A Samsung experience in BestBuy stores is a good idea to help overcome the retail inefficiencies but ultimately we will pay the extra cost. No wonder internet commerce is a multi billion dollar channel
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inmnbob said:
There is a business aspect to this. Now trust me I don't want to give Sprint more credit than they deserve for being smart because at the retail level they are any thing but smart. However, the bigger push for Apple in all the stores may be a business decision and by design. If you recall, Sprint had to commit to hundreds of millions if dollars to Apple when they got the iPhone line.
Retail stinks anyhow for all manufacturers. I used to be a vp of salrs for a PC company and always felt like being held hostage to retail reps who can't add any value. I recall the days of ComputerLand when I got them to carry my new really cool laptop. There were two versions and we spent a lot of money and time training and motivating their retail team for the launch. I secret shopped the stores and when I asked the sales team what was the difference between model 1 and 2 he said $199 ....I was smart enough to calculate that myself ....the price was on the display.
Yesterday was another good example. I went to the Sprint store and there were no notes on display although they were in inventory. Then I drove to the Best Buy mobile store. Again nothing on display but a bunch in stock. Talked to store manager who said she was given a demo unit by Samsung a few days ago but didn't open it. She also had a Gear which she said she hasn't opened.
A Samsung experience in BestBuy stores is a good idea to help overcome the retail inefficiencies but ultimately we will pay the extra cost. No wonder internet commerce is a multi billion dollar channel
Sent from my SPH-L900 using XDA Premium HD app
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I almost teared up reading this........ Everything you have stated is correct...
Sprint isn't a very effective VAR for Samsung products and I think they are in so deep with the fruit that they are beginning to regret their metric quotas they are obligated to meet on a quarterly basis in order to be in compliance with the distribution contract they signed in order to get into the very lucrative (Icraze) business model/ecosystem.
I wish Samsung would open a retail brick and mortar but the cult-ish following isn't near the same level as Apple.
So for the near future, we will have to go through the regular channels and hopefully the Samsung experience @ BB can get a foothold and become a starting off point for something better and a more customer orientated experience for Samsung users.
Thoughts? Look at the pricing and availability towards the bottom of the page.
Says October 11th and $498. Seems like the legit Samsung site.
http://www.samsung.com/sg/news/local/samsung-gear-s-and-gear-circle-enhances-the-smart-wearable-experience
Is that only a Singapore date?
That's what I'm wondering, either way gives me hope of a US October release. Personally I'd like to grab my 4 and Gear S at the same time, like I did last year with my Note 3, Gear and Note 10.1 2014 in one purchase, made for an overwhelmingly good, fun night lol. But I'd like to kick start my Note 4 with a Gear S attached to it.
that`s about what $400 US?
No idea, I'd pay it though! Just need some US info, I'm more excited about the watch than any other device right now.
As much as I want one. I need to see a full review with a production model.
ronaldheld said:
As much as I want one. I need to see a full review with a production model.
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Eh, most product reviews are usually by idiots in my opinion that have no idea what they are looking at, I realized this last year with the Gear 1, people are still referencing uneducated early reviews about the Gear 1 when talking about the Gear S, I'm still using my Gear 1 that was "so horrible on battery" lol and its awesome on battery.
The reviewers usually know much less than we but occasionally proved useful information.
We still need to know full specs and capabilities.
Agreed, I'm a huge fan of reviews and unboxing videos prior to a purchase but I take them with a grain of salt and worst case scenario I just most stores return policy.
I find it odd that this watch is released before the Note 4 or Edge.
Based upon the leaked Australian pricing, the Gear S USA would be around $375. My guess is they round that to $350 which would make it about $15 a month on a 2 year non-binding agreement or maybe $100 on a 2 year contract.
Finally read the give print on the att site and got an idea of how they plan to set up the gear s. Figured I'd share for any that didn't know.
Dmac1984 said:
Finally read the give print on the att site and got an idea of how they plan to set up the gear s. Figured I'd share for any that didn't know.
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I think that is a bit misleading. If the watch is 3G and has a sim card, you will be able to receive SMS directly without a cell phone. I think what they are trying to say is that you will be able to add your Gear S to an existing Smartphone Contract but you won't be able to have the Gear S as your only phone.
We'll see. A lot of confusing info out there. Would be nice of them to just give a for sale date and price though.
Saw a UK site (Sky News) saying they are taking pre orders at £349 !!!
Yes £'s
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obsydian said:
Saw a UK site (Sky News) saying they are taking pre orders at £349 !!!
Yes £'s
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That includes VAT and of course everything always costs more in England. We also don't know if that site is gouging people or not. My guess is $350 USD.
Lol I'm just getting frustrated with the mobile carriers and Samsung, Samsung did this last year with the Note 10.1 2014 all hush hush until a week before it's for sale, stupid move in my opinion especially for high end expensive products, if someone doesn't make a lot of money and they try to save they don't know how much or for how long, or if they are really in the market for something (ie; like me with a tablet last year, I really wanted the new note 10.1 but had to wait almost two months for just a release date, and I almost bought a different non Samsung tablet instead, luckily for Samsung and myself I held out) but to think that most people can just drop $4-500 on a watch or $7-800 on a tablet on their next paycheck like that, is just stupid and is what's killing their first week sales. I've had my Note 4, VR and especially my Gear S money sitting in a jar just piling up since IFA I've probably accumulated double what everything will cost, but then again I'm not sure lol, I'm sure I'll find out 3 days before it's time to finally get one and hopefully I have enough, or still want it.
I'm not sure who, Samsung or the cell companies, lol but for Christ sakes give people time to plan and not string them along for months with not even a rough estimate of price or what were in for as far as if it's another monthly phone charge. We're 25% through October and still nothing, I'm all about Samsung products so I'll hold out, but how many people do you think won't? And Samsung wonders why their profits are down 40 something percent since last year. Hate to say it, because I hate Apple as a whole, but they were shipping a week after announcing, hit em while it's hot, Samsung yet again announces and let's the oven cool, most people would of scooped this off the shelves soon after IFA because of all the buzz, wait two months and hear nothing about it again most people will move on and probably grab a Moto 360 or something, so Samsung is just hurting themselves.
I personally am not the type who gets more excited over months of anticipation, I get annoyed and frustrated, but I swear by Samsung products, how about the people who don't? That are willing to try them out over the new iPhone, but weren't willing to wait forever and just say screw it and grab the iPhone? There's your numbers Samsung, there's your profits.
I wish they'd Stop trying to beat Apple and worry about stealing their users, it won't happen, they're brainwashed and are not worried about specs or bang for their buck, spoke could release the iTurd and those kids would ready it up, so worry about the people who are diehard Samsung fans, they keep the lights on, I've personally converted about 5 iPhone users to Samsung s5's and Note 3's and will continue to do so.
If they keep us happy, we'll do more marketing then any reviewer or competitive release date will.
Lol so let's get some friggin' info already.
Side note (no pun intended):
I fear the day Samsung stops making removable backs with swappable batteries and micro sd card slots! they did it on the alpha, which I almost considered picking up to have as a side phone to my Note 4 until I saw no expandable memory, next goes the removable back and then we got an android (or Tizen) iPhone which is the opposite of what I want in a smartphone. I honestly won't buy a phone that I can't remove the battery or especially doesn't have expandable memory. The only ones really complaining about the plastic are people that use iPhones and don't plan to buy a Samsung anyways, 3 Notes deep, 4th in a few weeks and I've never had a problem with the plastic. We don't want iPhones Samsung, and iPhone users don't want anything besides an iPhone.
Nice!!!!
The at&t site has full specs up but no release date yet. We know that it'll be a "connected device" meaning $10/mo on mobile share plans & I'm guessing you'll have you have a phone on the plan even if you don't want it. The samsung ppl hinted that the calling/sms features will be tied into GVoice but that's just conjecture. It sounds like it'll either have something to do with hangouts, or an app on your phone that forwards everything to the watch under certain conditions.
I'm not saying i know, just guessing based on all the bits on info I've been given by the 2 companies. I'm wondering how it'll be added to grandfathered family plans, if at all.
But can we just use it like we use the 1st gear and gear 2 connected via Bluetooth?
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UK customers are being treated shockingly and appallingly by Samsung compared to other countries in regards to not being offered any compensation for the recall of the Note 7
We already have the disadvantage of paying a higher price for Samsung products
Denied the Galaxy Note 5 in 2015
Denied the launch of Samsung Pay
Delayed launches of new releases before other countries
And now being denied any sort of compensation for the double recall of the Galaxy Note 7. Despite other countries like the USA receiving $100 for the inconvenience.
In the UK we have not received:
Any cash compensation
Any compensation for loss of money due to buying accessories
Any discount for the replacement Galaxy S7 Edge that is offered by Samsung
What we did receive:
A patronising and poorly worded email, that implied the greatest gift Samsung could offer to it's disadvantaged customers was a refund.
Something that Samsung would be legally obliged to do in any case.
The only way to get what we deserve is to complain officially to Samsung.
So, I am here to help you:
There's an easy and efficient way to do this, completely free and powered by the trusted UK consumer rights guru Martin Lewis's 'Money Saving Expert' Website and the tool there called RESOLVER. (links below) You simply fill in details of your complaint (the tool will advise on what to say), it took me 5 minutes. It will automatically post it to the correct address that needs to receive the complaint. It will notify you of any response and if no response is forthcoming will then progress to the next level of complaint right up to the board of Directors. Your case will be filed, time stamped and documented for you to refer to at any time in a dossier. Once again this is completely FREE and from a highly trusted respectable and successful consumer rights website.
It's really easy to use, requires a quick registration so that you can access your cases.
Here is the link: http://www.resolver.co.uk/
My complaint was worded as follows:
Dear Customer Services,
Reference:
Samsung Galaxy Note 7 purchased directly from Samsung UK online. Compensation request due to the recall of the Samsung Galaxy Note 7.
Complaint:
Samsung have not offered any compensation to UK customers who have endured several weeks of a double recall of the Galaxy Note 7. It has been observed that other countries including but not limited to North America have been offered $100 compensation.
The recall is compulsory, in that Samsung is crippling the Note 7 via OTA software patches to the phone purchased by the customer and forcing the customer to return it. This will be the second incidence of recall and with it comes a great deal of inconvenience, loss of enjoyment, financial loss and overall stress. Samsung have offered absolutely zero compensation and this is wholly unacceptable.
To action this I would like you to either offer a cash compensation in line with other countries, or offer a heavily discounted alternative replacement phone that is as near equivalent to the Galaxy Note 7 (for example, the Galaxy S7 Edge).
I look forward to a response within 7 days of this correspondence.
Please reply to my resolver email account as I would like to keep all of my communications in my personalised complaints case file.
Yours faithfully
I urge all UK customers that have had to endure this fiasco to spend 5-10 minutes doing what I did to get something for all the trouble caused.
Why should we be the under dog?
The more of us that submit complaints the more impact it will have.
I intend to make the press and tech websites aware of our actions if we do not get an appropriate response from Samsung
.
Done.
apprentice said:
UK customers are being treated shockingly and appallingly by Samsung compared to other countries in regards to not being offered any compensation for the recall of the Note 7
We already have the disadvantage of paying a higher price for Samsung products
Denied the Galaxy Note 5 in 2015
Denied the launch of Samsung Pay
Delayed launches of new releases before other countries
And now being denied any sort of compensation for the double recall of the Galaxy Note 7. Despite other countries like the USA receiving $100 for the inconvenience.
In the UK we have not received:
Any cash compensation
Any compensation for loss of money due to buying accessories
Any discount for the replacement Galaxy S7 Edge that is offered by Samsung
What we did receive:
A patronising and poorly worded email, that implied the greatest gift Samsung could offer to it's disadvantaged customers was a refund.
Something that Samsung would be legally obliged to do in any case.
The only way to get what we deserve is to complain officially to Samsung.
So, I am here to help you:
There's an easy and efficient way to do this, completely free and powered by the trusted UK consumer rights guru Martin Lewis's 'Money Saving Expert' Website and the tool there called RESOLVER. (links below) You simply fill in details of your complaint (the tool will advise on what to say), it took me 5 minutes. It will automatically post it to the correct address that needs to receive the complaint. It will notify you of any response and if no response is forthcoming will then progress to the next level of complaint right up to the board of Directors. Your case will be filed, time stamped and documented for you to refer to at any time in a dossier. Once again this is completely FREE and from a highly trusted respectable and successful consumer rights website.
It's really easy to use, requires a quick registration so that you can access your cases.
Here is the link: http://www.resolver.co.uk/
My complaint was worded as follows:
Dear Customer Services,
Reference:
Samsung Galaxy Note 7 purchased directly from Samsung UK online. Compensation request due to the recall of the Samsung Galaxy Note 7.
Complaint:
Samsung have not offered any compensation to UK customers who have endured several weeks of a double recall of the Galaxy Note 7. It has been observed that other countries including but not limited to North America have been offered $100 compensation.
The recall is compulsory, in that Samsung is crippling the Note 7 via OTA software patches to the phone purchased by the customer and forcing the customer to return it. This will be the second incidence of recall and with it comes a great deal of inconvenience, loss of enjoyment, financial loss and overall stress. Samsung have offered absolutely zero compensation and this is wholly unacceptable.
To action this I would like you to either offer a cash compensation in line with other countries, or offer a heavily discounted alternative replacement phone that is as near equivalent to the Galaxy Note 7 (for example, the Galaxy S7 Edge).
I look forward to a response within 7 days of this correspondence.
Please reply to my resolver email account as I would like to keep all of my communications in my personalised complaints case file.
Yours faithfully
I urge all UK customers that have had to endure this fiasco to spend 5-10 minutes doing what I did to get something for all the trouble caused.
Why should we be the under dog?
The more of us that submit complaints the more impact it will have.
I intend to make the press and tech websites aware of our actions if we do not get an appropriate response from Samsung
.
Click to expand...
Click to collapse
looks great ..
will fill in ..
but a note 7 from carphone whorehouse ... should the complaint be to samsung or CPW
and what category
magyosha said:
looks great ..
will fill in ..
but a note 7 from carphone whorehouse ... should the complaint be to samsung or CPW
and what category
Click to expand...
Click to collapse
The manufacture is responsible for your losses so I would go with Samsung.
The category is "other" as you are complaining about customer service not the product in this instance.
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Thanks for giving it a go too!
.
Sent from my SM-N930F using Tapatalk
sent
Done - borrowed most of your well-written note, and added some points about the particular messups around my original delivery etc.
Thanks for finding this site - it looks like a really useful way to pursue the issue. Hope something comes of it!
Very nicely done ..copy sent ..plus my other snotty email this morning
to add eve more insult to users in the UK who DID purchase.
those in India who only paid a deposit are getting treated better than us !!!
'For everyone who pre-booked the Note7 in India, the company is now offering the Galaxy S7 or the S7 edge instead. If you choose to go with either of these phones, you will be given a new Gear VR, Level U wireless stereo headset, and a $50 Oculus VR content voucher absolutely free. In addition to that you will also get one time screen replacement for free within 12 months of purchase.'
I don't know how likely this is, but is there at least a remote possibility that it's part of some broad, quiet effort to punish the UK over Brexit? If it is, it's definitely not right, but the thought has crossed my mind. Maybe I'm being paranoid, but there it is.
That said, good job on that, I hope you guys are successful in getting proper compensation!
Sent from my SM-G935V using Tapatalk
californiarailroader said:
I don't know how likely this is, but is there at least a remote possibility that it's part of some broad, quiet effort to punish the UK over Brexit? If it is, it's definitely not right, but the thought has crossed my mind. Maybe I'm being paranoid, but there it is.
That said, good job on that, I hope you guys are successful in getting proper compensation!
Sent from my SM-G935V using Tapatalk
Click to expand...
Click to collapse
No I really don't think that.
In the UK (and Europe) we have been the underdog well before BREXIT. Besides, we haven't actually left the EU yet! (Though it can't come soon enough - that's another topic elsewhere!)
Sadly, everyone blames everything on BREXIT - probably someone blames the weather we have had recently on it!
I been complaining hard on Twitter about the lack of consistency from facebook, Twitter and email.
Two started to get information, by email they started to complain about my abroad purchased of a dual SIM phone and how I have to discuss with them even though I was offered a single sim variant before 2nd recall.
I have posted this chat to get an actual response. Getting quite angry with the run around
had a reply ,,,
Denis Kardjaliev (Samsung Shop)
Oct 16, 09:23 BST
Dear xxxxxxxx xxxxxxxxx
Thank you for contacting Samsung UK Online Shop and apologies for the belated response.
Firstly, we would like to extend our most sincerest apologies for the situation. We are extremely sorry to inform you that in our department we could only advise on purchases made directly with the Samsung Online Shop. Alternatively, we have a dedicated line which is handling Note 7 related queries, therefore, we invite you to give them a call to find out the best course of action for your particular case.
- Note 7 line: 0330 7261000
In the meantime, we recommend powering down the device for safety reasons. Please bare in mind that they might refuse to replace/refund your device if it's not from the UK. In that case, you'll need to contact your retailer.
We kindly remain at your disposal.
Samsung Shop Support Team.
magyosha said:
had a reply ,,,
Denis Kardjaliev (Samsung Shop)
Oct 16, 09:23 BST
Dear xxxxxxxx xxxxxxxxx
Thank you for contacting Samsung UK Online Shop and apologies for the belated response.
Firstly, we would like to extend our most sincerest apologies for the situation. We are extremely sorry to inform you that in our department we could only advise on purchases made directly with the Samsung Online Shop. Alternatively, we have a dedicated line which is handling Note 7 related queries, therefore, we invite you to give them a call to find out the best course of action for your particular case.
- Note 7 line: 0330 7261000
In the meantime, we recommend powering down the device for safety reasons. Please bare in mind that they might refuse to replace/refund your device if it's not from the UK. In that case, you'll need to contact your retailer.
We kindly remain at your disposal.
Samsung Shop Support Team.
Click to expand...
Click to collapse
Same answer same guy
magyosha said:
had a reply ,,,
Denis Kardjaliev (Samsung Shop)
Oct 16, 09:23 BST
Dear xxxxxxxx xxxxxxxxx
Thank you for contacting Samsung UK Online Shop and apologies for the belated response.
Firstly, we would like to extend our most sincerest apologies for the situation. We are extremely sorry to inform you that in our department we could only advise on purchases made directly with the Samsung Online Shop. Alternatively, we have a dedicated line which is handling Note 7 related queries, therefore, we invite you to give them a call to find out the best course of action for your particular case.
- Note 7 line: 0330 7261000
In the meantime, we recommend powering down the device for safety reasons. Please bare in mind that they might refuse to replace/refund your device if it's not from the UK. In that case, you'll need to contact your retailer.
We kindly remain at your disposal.
Samsung Shop Support Team.
Click to expand...
Click to collapse
The online shop are not the best team to contact regarding the customer service failure. It's online support.
If they fob you off with 'cut and paste' replies then it goes further up the chain.
.
Sent from my SM-N930F using Tapatalk
Just took mine back for a refund to CPW. Today is a sad day!
CPW Return UK
Just returned mine today also. Was asked for it headset box and all contents. I stood my ground and said while we stand here another potential customer will leave due to waiting in line (shop was busy . That soon surpassed the hurdle of accessories required rubbish. Then I was also refunded the £100 I paid upfront? No idea when I supposedly paid that shhh. Si now you ten days until beach to upgrade status happy days. The reason happy, is if noticed scratches staying to appear on the front left of screen. My two year old note 4 if still mint with no screen protection. So maybe something in the G5 screens??
The tried pushing inferior S7 edge as it's a safe phone and really the same! I said no thanks I'm due an upgrade not down grade and with outdated tech, at that.
Going short term sim only till S8+ arrives, hopefully sooner rather than later
The so called $100 allowance isn't really all that great a deal either. It is only for Samsung phones. Really, the only phone anybody will use it on is the s7. So Samsung is hoodwinking these folks...1. getting them off the complaint list 2. getting them locked into another 2 year agreement 3. Giving them 100 dollars bill credit for a phone that is about to be replaced, which is going to reduce any remaining inventory (great for Sammy) right before the release of the s8.
Go figure. Our situation isn't much better, and may be worse since the 100 dollars is acting as a incentive to make a poor choice.
EDIT: oh, and actually, the 100 dollar bill credit is in reality no benefit since contract phones are always inflated. You'll basically get the phone for $575 instead of $675. You could've had the same discount if the phone had been purchased via Amazon. They'll definitely keep the 100 dollar lower price point for the s7 once the new one rolls out. Nothing lost.
It is not just UK. The EU is a secondary market for Samsung. We all know that. Why - that I do not know.
pinetreehater said:
The so called $100 allowance isn't really all that great a deal either. It is only for Samsung phones. Really, the only phone anybody will use it on is the s7. So Samsung is hoodwinking these folks...1. getting them off the complaint list 2. getting them locked into another 2 year agreement 3. Giving them 100 dollars bill credit for a phone that is about to be replaced, which is going to reduce any remaining inventory (great for Sammy) right before the release of the s8.
Go figure. Our situation isn't much better, and may be worse since the 100 dollars is acting as a incentive to make a poor choice.
EDIT: oh, and actually, the 100 dollar bill credit is in reality no benefit since contract phones are always inflated. You'll basically get the phone for $575 instead of $675. You could've had the same discount if the phone had been purchased via Amazon. They'll definitely keep the 100 dollar lower price point for the s7 once the new one rolls out. Nothing lost.
Click to expand...
Click to collapse
I hear what you're saying. But I personally paid £740 direct to Samsung (around $900) so I had already been ripped off. I wanted it 3 days earlier so that rip off was actually quite a kick in the teeth for someone paying up front direct to their store.
So even $100 (£80) is a measly amount yes, but any amount is better than nothing. It would at least cover my loss for accessories.
If they can't give us £80 off the cost of the S7E then they don't care about customers.
.
Sent from my SM-N930F using Tapatalk
I don't want money off another Samsung phone. I want the £80+ refunded for accessories. I contacted amazon who tol me to go direct to the sellers. The sellers told me to return stuff and pay postage myself - 2 addresses given were in the USA so the postage would be far higher than the cost.
I also want my time paid for. At least 5 long phone calls, many emails, 2 galaxy note7 set ups, 2 note 4 set ups and a note 2 (changing to and from my other half who was having my old phone).
Hi all,
As you all now know Samsung has completely recalled the note 7 and killed it off. Many of us have lost a lot of money in the sense that we have sold our old note phones to get the new note 7 along with lost money on on extras for note 7.
Some of us have had to go and downgrade our contracts to phones we didn't want but as we all need to have a phone we have been forced to tie our self down for 2 years of unwanted phone contracts and when note 8 comes out we won't be able to get it.
Please fill out the petition in the link below :
https://www.change.org/p/samsung-co...utm_source=share_petition&utm_medium=copylink
Sent from my SM-P600 using XDA-Developers mobile app
$1000 gift card? A free galaxy s8/s8edge? How you expect them to make money then?
Cycloneon said:
$1000 gift card? A free galaxy s8/s8edge? How you expect them to make money then?
Click to expand...
Click to collapse
Why would I worry about them making money when I lost money on all the extras I bought for the note 7 and had to go get a ****ty phone out of desperation and I sold my old note phone upon getting the new note 7.
They will make there money back but I won't so I don't see any point to your question.
I don't care much for a free note 8 or a 1000$
But I do want a note 5 for all the hassle I have gone through because of their move to fully stop the note 7. I am in need of a Spen phone and I do not own a tree in my back yard growing money nor do I have a a$$ ****ting money. I work hard for the little money capitalism allows me to earn while the guys at the top takes all the money.
Many of us have families to support so not all of us can just go out and get a new handset cash every other month.
My **** list can go on but I will stop the moaning here.
Sent from my SM-G935F using XDA-Developers mobile app
Signed.....
I hope this isn't actually serious.
What would be more reasonable would be a promise of a discount on the Note 8 (or whatever they will call it).
Asking for A THOUSAND DOLLARS (I actually lol'ed at that, in my office... people asked wtf I was reading, I showed them, and they lol'ed) is ridiculous. What this petition accomplishes is that no one will take any requests for added compensation, or even a future discount, seriously, because they'll know "it's never enough".
Why don't you ask them for a new car too, because of the wear and tear of driving your car to and from the store? Maybe they could get you a new house too? After all, you no doubt emotionally and mentally associate your current house with the traumatic experience of owning, then losing, your Note 7, and therefore you cannot live there any longer without suffering mental anguish. They probably owe you a million dollars as well, not a thousand. Far too much pain and suffering due to the Note 7 fiasco for a thousand dollars to cover it.
I am scarred for life. It is just too much. My pain and anguish is just too much. I have to sue over this. But I am sure a million or so would make me whole again.
We would all like a Note 7. No one had to immediately sell their old phone. Samsung is losing a bunch of money on this. I do hope, really do hope that they will see this through and rerelease the N7 with updated charging firmware. I would certainly buy one. Heck, I would be happy to buy an original phone with updated charging firmware.
Nothing out there really does as well. The S7 is ok but smaller screen and no stylus. I have really gotten used to the stylus. I have big fingers and they just don't work as well.
I just received an email that 200 people signed it. Keep it going guys.
Sent from my SM-N930F using XDA-Developers mobile app
doesn't really make sense to me but i'll fill it out. I would understand exchanging note7 for S7 Edge and getting illegibility exchanging that S7 edge for future note 8 free of charge but getting S7 edge +1k $ heh, good luck.
What i much rather see is a petition filled for Returns and Exchanges of Note 7. Samsung dropped a ball big time in that department and so many of us are struggling with this process. Rather get the media / people / Samsung to acknowledge that problem first.
Zionator said:
1. Those who return the Note 7 for either an S7 or S7 Edge, Samsung will provide us with a $1000 gift card..
2. Those who have returned the Note 7 but switch to another brand will receive a $250 gift card.
3. Those who pre-ordered but did not receive their Note 7 will receive a $250 gift card.
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Click to collapse
HA! Totally unrealistic. Good luck with that...