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    Samsung Note 7 Carphone Warehouse Disaster

    Ok, so i'm actually fuming right now typing this, bare with me. So I received the Note 7 on release and loving it then few days later as you know they issued a recall. I then took the phone to Carphone Warehouse as instructed by Samsung last Monday, to my surprise they said i'd have a replacement on Wednesday, (of course this didnt happen) I was then told replacement will start to be sent FROM 19th Sept and they are issuing all users with £50 'goodwill' gesture for the trouble. Today i was passing a Carphone Warehouse so i thought id pop in to see if they had an update. OMG 21st October they told me, the is unbelievable I asked to cancel the replacement immediately as for all I knew it could be a lot longer than this. I also chased my £50 credit, they explained i wouldnt be eligible as I dont want a replacement. Obviously my contract has increased as I upgraded from a Note 3 and i'm being left out of pocket. I have no where to turn to any thought or suggestions would be appreciated.

    Thanks

    47 Comments

    My immediate reaction to your situation is you should not be too impatient and accept the £50 as sufficient compensation.

    Original Poster

    doogan9

    My immediate reaction to your situation is you should not be too … My immediate reaction to your situation is you should not be too impatient and accept the £50 as sufficient compensation.



    That's the thing, as i dont want a replacement as i dont know what date i'll receive the phone i wont get £50

    I understand why you're so angry about it but I believe it's too much hassle waiting about yet having to pay all that money each month for a phone you can't even use. Cut your losses and get an S7 Edge or something.
    The trouble with Samsung is they've paid too much attention to other manufacturers (ahem Apple) and chosen style over substance. If they'd kept doing what they were doing and have replaceable batteries then this whole fiasco would have cost them a hell of a lot less to sort out. They'd just need to send a replacement battery out.

    Doogan9 apparently works in the PR dept at CW. This is shocking treatment. You have been lied to or at least not been updated & therefore misled. A response back let retailer would give you a fill refund & some good will gesture.

    Original Poster

    73greystoke

    Doogan9 apparently works in the PR dept at CW. This is shocking … Doogan9 apparently works in the PR dept at CW. This is shocking treatment. You have been lied to or at least not been updated & therefore misled. A response back let retailer would give you a fill refund & some good will gesture.



    totally misled, the guys attitude in the shop was disgusting towards me, he said as i asked for a replacement initially he's doing me a 'favour' by cancelling/returning it. haha, the only reason why i said i want a replacement is i was told id have it last Wednesday an now its october. Never going to deal with carphone warehouse again, it's fine if it goes smoothly but the second anything goes wrong, you're on your own.

    That sucks.

    Is your contract with CW? If so can they not freeze your contract?

    Why not just keep using the phone?

    I bought mine direct from Samsung and will be hearing about replacements this Monday. My understanding is they deliver a new one and I send the old one back... Minus the s-pen, heaphones, charger of course. Then look for some compensation

    Original Poster

    benjammin316

    That sucks.Is your contract with CW? If so can they not freeze your … That sucks.Is your contract with CW? If so can they not freeze your contract?Why not just keep using the phone?I bought mine direct from Samsung and will be hearing about replacements this Monday. My understanding is they deliver a new one and I send the old one back... Minus the s-pen, heaphones, charger of course. Then look for some compensation



    Think my contract is with EE, they cant help ive just rang them. Samsung told me to return it to store so i did. Not sure why im out of pocket for the whole situation

    happyshopperlover0151

    Think my contract is with EE, they cant help ive just rang them. Samsung … Think my contract is with EE, they cant help ive just rang them. Samsung told me to return it to store so i did. Not sure why im out of pocket for the whole situation




    Yeah I received the email too stating to power down the phone and return it. But, it's a beast of a phone, there have been no cases over here and it is with me all the time. Like you I cannot go without a phone. You should have gone in to see what they said, but not given over your phone until you had a replacement sorted.

    Original Poster

    benjammin316

    Yeah I received the email too stating to power down the phone and return … Yeah I received the email too stating to power down the phone and return it. But, it's a beast of a phone, there have been no cases over here and it is with me all the time. Like you I cannot go without a phone. You should have gone in to see what they said, but not given over your phone until you had a replacement sorted.




    Thanks but cant get my phone back now

    73greystoke

    Doogan9 apparently works in the PR dept at CW. This is shocking … Doogan9 apparently works in the PR dept at CW. This is shocking treatment. You have been lied to or at least not been updated & therefore misled. A response back let retailer would give you a fill refund & some good will gesture.



    The Carphonewarehouse do not make the phones. They can only go on information received from Samsung. They will give the op the details Samsung gave them at the time. The op goes in to store CPW look on system for op to check and date has been changed by Samsung. Hardly their fault. Think about the wait with Hotpoint tumble dryers as an example.

    Original Poster

    Peegy

    The Carphonewarehouse do not make the phones. They can only go on … The Carphonewarehouse do not make the phones. They can only go on information received from Samsung. They will give the op the details Samsung gave them at the time. The op goes in to store CPW look on system for op to check and date has been changed by Samsung. Hardly their fault. Think about the wait with Hotpoint tumble dryers as an example.



    Im fully aware they are not a phone manufacturer thanks, It's the way they've handled it and told me im not allowed a £50 credit as i dont want a replacement. Lets go back to the original reason for return....recall for consumer safety.
    Edited by: "happyshopperlover0151" 17th Sep 2016

    happyshopperlover0151

    Im fully aware they are not a phone manufacturer thanks, It's the way … Im fully aware they are not a phone manufacturer thanks, It's the way they've handled it and told me im not allowed a £50 credit as i dont want a replacement. Lets go back to the original reason for return....recall for consumer safety.



    True. Recalled by Samsung not Carphonewarehouse.

    Original Poster

    Peegy

    True. Recalled by Samsung not Carphonewarehouse.




    A few years ago I bought a Xbox 360 and it developed the red ring of death, i returned it to where i bought it which was Argos, they replaced it and gave me a free game. I didnt have to contact Microsoft at all

    happyshopperlover0151

    A few years ago I bought a Xbox 360 and it developed the red ring of … A few years ago I bought a Xbox 360 and it developed the red ring of death, i returned it to where i bought it which was Argos, they replaced it and gave me a free game. I didnt have to contact Microsoft at all



    But they have no replacement to give you. They are waiting for the replacement from Samsung who keep changing the dates. They offered you compensation of £50 for making you wait for a replacement and only for that reason. Why do you think you should still get the compensation when you are no longer waiting.

    Original Poster

    Peegy

    But they have no replacement to give you. They are waiting for the … But they have no replacement to give you. They are waiting for the replacement from Samsung who keep changing the dates. They offered you compensation of £50 for making you wait for a replacement and only for that reason. Why do you think you should still get the compensation when you are no longer waiting.



    Because i had a hazardous phone and my contract is more expensive as i upgraded?? Is it not inconvenient to have a phone take a few hours to set it up, apps contacts, banking etc. Then be told to return to where you bought it?? It's lucky I didnt sell my original phone.

    happyshopperlover0151

    Because i had a hazardous phone and my contract is more expensive as i … Because i had a hazardous phone and my contract is more expensive as i upgraded?? Is it not inconvenient to have a phone take a few hours to set it up, apps contacts, banking etc. Then be told to return to where you bought it?? It's lucky I didnt sell my original phone.



    So why is all that the fault of Carphonewarehouse. They are the middle man in all this. Samsung manufactured a phone which in very very small numbers had a serious fault. Samsung then recalled all their phones worldwide. That means no store anywhere in the world now has any of the phones. Samsung then need to make new phones. That takes time. They then have to be shipped worldwide from China or wherever else they are made. But you expect to have a replacement in a matter of days. Just stop for a minute and think about what you are asking for. Welcome to the real world.

    Original Poster

    Peegy

    So why is all that the fault of Carphonewarehouse. They are the middle … So why is all that the fault of Carphonewarehouse. They are the middle man in all this. Samsung manufactured a phone which in very very small numbers had a serious fault. Samsung then recalled all their phones worldwide. That means no store anywhere in the world now has any of the phones. Samsung then need to make new phones. That takes time. They then have to be shipped worldwide from China or wherever else they are made. But you expect to have a replacement in a matter of days. Just stop for a minute and think about what you are asking for. Welcome to the real world.



    Because when I returned the phone last Monday, I was told that I'd receive a replacement on Wednesday. On Friday we were told Monday. Then today we were told October. Sorry, but out of CPW and Samsung neither are giving me a 'goodwill' voucher/gift or anything as an apology. If you'd be happy with this situation then more fool you

    happyshopperlover0151

    Because when I returned the phone last Monday, I was told that I'd … Because when I returned the phone last Monday, I was told that I'd receive a replacement on Wednesday. On Friday we were told Monday. Then today we were told October. Sorry, but out of CPW and Samsung neither are giving me a 'goodwill' voucher/gift or anything as an apology. If you'd be happy with this situation then more fool you



    See post #17

    Original Poster

    Peegy

    See post #17




    No, thanks for your opinion

    happyshopperlover0151

    Because i had a hazardous phone and my contract is more expensive as i … Because i had a hazardous phone and my contract is more expensive as i upgraded?? Is it not inconvenient to have a phone take a few hours to set it up, apps contacts, banking etc. Then be told to return to where you bought it?? It's lucky I didnt sell my original phone.




    If you've still got your original phone why not use that with the sim until you get the replacement, take your 50 quid and then depending on when your replacement shows up complain about being out of pocket for paying a higher amount for x amount of time, providing of course you are actually out of pocket after consideration of the 50 quid.

    You're entitled to a full refund under the consumers Rights act 2015.
    Look it up, quote it to their customer services and if you get nowhere with that, contact CAB for further advice.
    Edited by: "SJHan" 17th Sep 2016

    Original Poster

    Error440

    If you've still got your original phone why not use that with the sim … If you've still got your original phone why not use that with the sim until you get the replacement, take your 50 quid and then depending on when your replacement shows up complain about being out of pocket for paying a higher amount for x amount of time, providing of course you are actually out of pocket after consideration of the 50 quid.




    Hmm i did consider that, but im really sick of getting messed around with dates. I could get an alternative phone, or imagine if i waited till 21st October and they move the date. I cant be bothered, thinking about it now lol

    just take the £50, use old your phone for a few weeks and wait for the replacement

    next time don't upgrade through them

    stuarthanley

    You're entitled to a full refund under the consumers Rights act 2015. … You're entitled to a full refund under the consumers Rights act 2015. Look it up, quote it to their customer services and if you get nowhere with that, contact CBA for further advice.


    Under what section have carphone warehouse failed? I don't think the customer will be entitled to cancel but would like to know which section.
    They have not recalled the phone so the trader has not failed the customer it is Samsung's fault.

    Edited by: "hutchir9" 17th Sep 2016

    Hardly a disaster is it. Perhaps we should all have a little perspective here.

    I understand your annoyance but from what I can tell, your not out of pocket. Yes it's annoying when you get told one date and then that shifts, in your case significantly. I am assuming your contract is around 40 per month so they offered you basically a months free line rental and £10 for having to travel back to the store. Considering that you would have been able to use your old phone, it wasn't a terrible outcome was it. Also, I was under the impression that Carphone were offering loan phones (s6 or s6 edge) to customers who had to wait for fulfilment of replacement handsets. Was this not offered to you?

    hutchir9

    Under what section have carphone warehouse failed? I don't think the … Under what section have carphone warehouse failed? I don't think the customer will be entitled to cancel but would like to know which section.They have not recalled the phone so the trader has not failed the customer it is Samsung's fault.


    Doesnt matter who has failed, the customer is entitled to a full refund. If your Morphy Richards kettle from Argos breaks down, you don't take it back to Morphy Richards, do you!

    This is the text 3 sent me a couple of days ago. Guess ime better off than most.

    Hi, we're recalling all Samsung Galaxy Note7 phones. Samsung have advised that all phones are switched off and not used. We're sending you a Samsung S6 edge loan device by courier to your registered address. We'll be delivering your loan device within five working days and collecting your Note7 device. Our courier, DPD, will text you when the delivery is dispatched so you'll need to put your SIM into another phone. For more information, please visit ****/2c2St0E

    73greystoke

    Doogan9 apparently works in the PR dept at CW. This is shocking … Doogan9 apparently works in the PR dept at CW. This is shocking treatment. You have been lied to or at least not been updated & therefore misled. A response back let retailer would give you a fill refund & some good will gesture.



    Is it not a global recall, or something similar. I suspect CW don't have all the details either, they are at the mercy of Samsung reissuing millions of units.

    Hey man please cool down 21st Oct is just an estimate which is always some worst case estimate and always some Friday of a week. I was told today at Samsung experience showroom that the replacements will commerce very soon and they take priority over new sales. I.e. from 19th Sept. the 21st date is coming from the website which is current pre-order delivery date. so cool down.i read in some forums that the note 7 replacements are being sent out for delivery already.
    Edited by: "phanikirankara" 17th Sep 2016

    happyshopperlover0151

    Because i had a hazardous phone and my contract is more expensive as i … Because i had a hazardous phone and my contract is more expensive as i upgraded?? Is it not inconvenient to have a phone take a few hours to set it up, apps contacts, banking etc. Then be told to return to where you bought it?? It's lucky I didnt sell my original phone.



    You may have had a hazardous phone. Just because some caught fire, there's nothing to say that yours definitely would (or indeed wouldn't). The fact of the matter though is that it didn't - your house hasn't burnt down, you've actually suffered very little inconvenience compared to a small handful of other people.

    I have noted from this not to buy a new release note but best let others test it first

    stuarthanley

    Doesnt matter who has failed, the customer is entitled to a full refund. … Doesnt matter who has failed, the customer is entitled to a full refund. If your Morphy Richards kettle from Argos breaks down, you don't take it back to Morphy Richards, do you!


    So has the OP's phone failed, no it hasn't so they are not entitled to a refund. If it is an upgrade to a contract you haven't got a chance. CFW will not care, I know it sounds harsh but they won't and you will ever we get a refund from them for this.
    Edited by: "hutchir9" 18th Sep 2016

    hutchir9

    So has the OP's phone failed, no it hasn't so they are not entitled to a … So has the OP's phone failed, no it hasn't so they are not entitled to a refund. If it is an upgrade to a contract you haven't got a chance. CFW will not care, I know it sounds harsh but they won't and you will ever we get a refund from them for this.


    It's a manufacturers recall. The OP would be entitled to the same refund under the CRA 2015.
    The item has been deemed faulty or not fit for purpose by the manufacturer.
    Edited by: "SJHan" 18th Sep 2016

    benjammin316

    That sucks.Is your contract with CW? If so can they not freeze your … That sucks.Is your contract with CW? If so can they not freeze your contract?Why not just keep using the phone?I bought mine direct from Samsung and will be hearing about replacements this Monday. My understanding is they deliver a new one and I send the old one back... Minus the s-pen, heaphones, charger of course. Then look for some compensation


    Compensation for what?

    ipswich78

    Compensation for what?




    Buying a near £800 phone that is a potential risk.

    Ringing/emailing Samsung on several occasions.

    Being available when the courier arrives.

    Setting up a new phone again.

    On the plus side I dropped this one already and it's cracked at the back, so getting a recall is the best outcome.

    Plus I've already been told I get to keep this s-pen, charger and earphones so I've done alright out of the already.

    But I'll definitely get more from them

    benjammin316

    Buying a near £800 phone that is a potential risk. Ringing/emailing … Buying a near £800 phone that is a potential risk. Ringing/emailing Samsung on several occasions. Being available when the courier arrives. Setting up a new phone again. On the plus side I dropped this one already and it's cracked at the back, so getting a recall is the best outcome.Plus I've already been told I get to keep this s-pen, charger and earphones so I've done alright out of the already. But I'll definitely get more from them


    next you'll want compensation for blowing your nose

    use of tissue
    time used finding tissue
    possible wear and tear of nasal cavity
    time taken to bin tissue
    cost of replacement bin liner


    jokes aside, you have dropped and cracked the phone (your own fault)

    you would have to pay to have this repaired, even if you could do it yourself.. it would still cost you, emails and calls are free (oops I forgot, keyboard and speaker wear and tear)

    waiting in or getting someone to be there once for a courier to pick up / drop off shouldn't be an issue for the average person, even if working many hours..or get it shipped to a work address for even less inconvenience

    your cracked phone is getting replaced free, you have a free charger, free earphones, free s-pen.. you should be more than happy with the outcome

    benjammin316

    Buying a near £800 phone that is a potential risk. Ringing/emailing … Buying a near £800 phone that is a potential risk. Ringing/emailing Samsung on several occasions. Being available when the courier arrives. Setting up a new phone again. On the plus side I dropped this one already and it's cracked at the back, so getting a recall is the best outcome.Plus I've already been told I get to keep this s-pen, charger and earphones so I've done alright out of the already. But I'll definitely get more from them


    You'll get nothing. Yes no doubt you'll come on here claiming you got extra stuff. That list above is laughable at best. You'll get what Samsung gives anyone else in your situation no more. You do need a bit of a reality check if you class that list as suitable for a compensation claim.

    dataload

    next you'll want compensation for blowing your noseuse of tissuetime used … next you'll want compensation for blowing your noseuse of tissuetime used finding tissuepossible wear and tear of nasal cavitytime taken to bin tissuecost of replacement bin linerjokes aside, you have dropped and cracked the phone (your own fault) you would have to pay to have this repaired, even if you could do it yourself.. it would still cost you, emails and calls are free (oops I forgot, keyboard and speaker wear and tear)waiting in or getting someone to be there once for a courier to pick up / drop off shouldn't be an issue for the average person, even if working many hours..or get it shipped to a work address for even less inconvenienceyour cracked phone is getting replaced free, you have a free charger, free earphones, free s-pen.. you should be more than happy with the outcome




    USA get a $25 gift card or sd card. So I'll be gunning for one of them.

    It's caused me unnecessary stress and the Samsung brand has been tarnished, etc.


    Edited by: "benjammin316" 18th Sep 2016

    ipswich78

    You'll get nothing. Yes no doubt you'll come on here claiming you got … You'll get nothing. Yes no doubt you'll come on here claiming you got extra stuff. That list above is laughable at best. You'll get what Samsung gives anyone else in your situation no more. You do need a bit of a reality check if you class that list as suitable for a compensation claim.




    Check their terms. They just need the phone back,no matter the condition.

    Doubling up on accessories is just a bonus

    benjammin316

    Check their terms. They just need the phone back,no matter the condition. … Check their terms. They just need the phone back,no matter the condition. Doubling up on accessories is just a bonus



    I think you will find you just get the phone as a replacement.
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