Galaxy Note 7 Recall

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Advocate

I am curious on if Telus plans to honor the Samsung recall on the Note 7 and offer up replacement devices pending Samsung's investigation?

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Community Power User
Community Power User

A global recall Samsung will have to honor the warranty on the said device. Won't matter what provider you purchased the phone with. Samsung will announce how they will be handling the return of the phone, and also alert Carriers how the exchange program will work.

 


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Community Manager
Community Manager

Hey @RichP,

 

Given the news that has come to light, this is definitely a hot topic for Note 7 owners. We're working with Samsung to establish a replacement process. Once that has been ironed out, we will notify our customers.

 

Thanks!

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Connector
Some us carriers are also offering refunds as an option. Hopefully details come soon..
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Community Manager
Community Manager

@mclaughlin709 Hope this helps: http://telus.my/note7 

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Connector
Thanks Dru! Assuming the replacements will most likely take a few weeks or more to get to stores.. then there is the backorder issue (as of last week no stores in my area had even received a note 7)
I have a feeling it may be a long process. Luckily I held onto my nexus 6p.
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Advocate

Will Telus be offering refunds also? For example, I believe Rogers has extended the buyers remorse return window to 30 days with unlimited use for the Note 7.

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Connector
I spoke with customer care earlier and she mentioned the 15 day window would be extended to 30.
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Advocate

Thanks! Do you know if the usage is also extended?

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Resident
Sounds like no loaners are available- so just have to keep my Note 7 until replacement is available & hope for the best. Don't want to switch to another phone so have no other option based discussion with Telus store employee.
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Community Power User
Community Power User
Try calling another Telus store and see if they have any loaners available.

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Advocate

*Edit* Not valid for our model.

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Community Power User
Community Power User

Samsung had said that the problem does not affect all of the Note 7s as they have two battery manufacturers and only one of them has had the issue.


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Advocate
Yep, unfortunately, that manufacturer is in 70% of the phones sold to date.

Also, not every battery pack from that manufacturer is faulty.
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Resident

Corporate plans purchased through an authorized Telus Dealer have stated to contact Samsung directly for a replacement.   That is unacceptable...spoke to Telus corperate directly and they have stated that you must follow the procedures put in place by the authorized Telus Dealer you dealt with...again, unacceptable.  Completely contradictory to what Telus had stated in terms of a voluntary recall which includes Corporate plans.

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Connector
I purchased through the telus website and was advised to contact samsung as i have no corporate store within 3 hours of my hometown. Is this too, incorrect?
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Advocate

I have a business plan, and my Telus rep (3rd party Telus authorized business dealer) phoned me the Friday she got the email about the Note recall/replacement, and told me she would call me again when she had my replacement in hand (in a few weeks).

 

I have spoken to people at Telus' stores and Samsung stores, and each person has a DIFFERENT reply as to whether it's a recall or not, and what to do about it. It's like nobody was fully informed.

 

I believe from Samsung Canada's end, it's NOT A RECALL, it's a voluntary one time replacement, since our phones are most likely not affected.

I think the recalls are on a carrier level only, and not requested by Samsung.

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Community Power User
Community Power User

Samsung issued a GLOBAL Recall. China is the only exception that is excluded. Voluntary replacement just sounds better. Smiley Happy


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Advocate
Yep! Better for PR.
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Advocate

Provide the link on the page from Samsung. I will NOT fill out a form that is from some unknown website.

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Community Power User
Community Power User

Samsung provided that link. It's pinned on their twitter account.

 

https://twitter.com/SamsungCanada

 

Pinned Tweet

Your safety & satisfaction are #1.The Note7 Canadian Product Exchange registration can be found here: canadanote7exchange.expertinquiry.com


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Advocate

Thanks for providing the link info @Nighthawk

 

In this day and age you can never be too careful. It wasnt a Samsung website and it was asking for a lot of personal info at the site.

 

I will check out the Twitter account and see where it leads me.

 

 

 

 

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Neighbour
What i find the most unprofessional in this whole thing is that no one at telus has ANY idea about when we will get our replacement note 7 back. Stores in america are already re selling them but telus can even give an eta when the replacements will be ready. Its going on a month now and im stuck with a used s6 loaner because thats the only phome avaible to be a loaner. How can one of largest phone companys have NO infomation about anything??
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Community Power User
Community Power User
Possibly because one of the world's largest manufacturers has not provided the info to one of the world's smaller telcos.
NFtoBC
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TELUS Employee
TELUS Employee
I'm not sure why our customers are getting poor or no information as we have been informed very clearl STOP using all Note 7's immediately! They are not safe as issue through Samsung and Health Canada. Telus stores have loaner phones and you must fill out the form posted by Nighthawk if you wish a Samsung Note 7 replacement. By filling out the form you will receive s call from a Samsung representative who can answer all your questions and they will either send you a replacement to your address or to the store you purchased your original device, the choice is yours. Or proceed to your nearest Telus store to pick a different Telus device altogether. There would only be the buyers remorse limit if you wanted to return and end the new contract altogether instead of switching devices.
Mobility Client Care Rep
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Advocate
You are correct on everything EXCEPT the phone call bit. Although it says they will call you in 48hrs, they don't. I THINK they are fulfilling all the ship-to-home requests first (as they don't require a phone call, because you enter your address when you sign up).

After that, they have to call each person individually that registered for the store replacement, and confirm which store they want it shipped to. That is going to take some time. It's faster for people to opt to have it shipped directly to their homes.

I received my replacement on the 15th (shipped to my door).
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Neighbour
No body is question the world wide message to return the phone. This isnt something that just happened yesterday, the recal has been going on for nearly a month. There is no reason why we arent being told whem we can expect our replacement note 7 to be back to us. In BC we pay some of the highest mobile costs in the world, for that reason alone we should be the first to be informed and the first to receive the note 7 replacements.
Your conveniently forgetting that the loner exchange from telus says get a similar phone to the note 7 while waiting. Somehow that translates to you get whatever we have in stock no matter what the phone is.
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Advocate
It is a gong show. You can phone Samsung 4 times and get a completely different answer from each person who answers. That, and the carriers (store front) have no real idea what's going on. The logistics have been a nightmare, and we are a SMALL market.
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Community Power User
Community Power User

@Brian1 wrote:
... the recal has been going on for nearly a month.


Closer to three weeks, actually.

 


@Brian1 wrote:
There is no reason why we arent being told whem we can expect our replacement note 7 to be back to us. In BC we pay some of the highest mobile costs in the world, for that reason alone we should be the first to be informed and the first to receive the note 7 replacements.

There are many reasons - the main one being this is a hot mess for Samsung, and they have not sent the information to the Canadian carriers about dates. I'm pretty certain Telus is neither sitting on a warehouse of safe Note 7s, nor withholding information about availability dates.  That we "pay some of the highest mobile costs in the world" has no bearing on how fast Samsung moves on this issue.

 

While I recognize your frustration at being without your preferred phone or the past 3 weeks, the outcome is really in Samsung's hands. 

 

 

 

NFtoBC
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Neighbour
Nearly a month ...3 weeks boy i am wayyyyy offff.
My frustration is simpliy wanting to know the eta of when i might possibly get my "perfered phone of choice" that ive payed for. If you would actually read what i wrote you might see i just want to know when its expected to sent to me. Ive only asked for an eta and somehow you spin that in to a warhouse full of phones??
Asking for an eta shouldnt get this much of a spin