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Galaxy Note 7 Recall

RichP
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?

68 REPLIES 68

WestCoasterBC
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.

 

*Edit* Not valid for our model.

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

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

dru
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!

Ali36
Just Moved In
I just spoke with Samsung Canada rep today and they told me that they have advised all the retailers and cell phone carriers that along with the exchange note 7 customers are also entitled for $100 rebate if u decide to stay with Samsung product. What is telus doing about that?

You bet! If you renew with another Samsung product we are offering $100 off on a 2 year contract or $25 off if you choose another brand. 

Mobility Client Care Rep

So here's my problem.  I'm at work at a remote location and I have to fly home in 10 days.  I can take my phone on the chartered aircraft but once I land at a major airport I will not be allowed to board my next flight with my phone.  I will only have about 90 minutes before my flight leaves to go home.  What am I supposed to do with my Note 7?  They won't let me board with it.  Will telus take me at my word that I had to abandon the phone at the airport and still give me my money back?  It will not be possible for me to go to a telus store before my flight and if I bring it with me I could face criminal charges.  How is this going to be handled so I'm not out the money for a phone that I was allowed to fly with before I left?

@snowmedic Actually yes there is a process for that 🙂 Back up your information wireless or to a laptop or anything like that you have with you and you will need to dispose of the device. You are not going to be allowed to bring it back to Canada with you for safety reasons. You will still be fully refunded. Simply chat us: from this site ( by going to the bottom right hand of screen contact us and chat or email us) or you can call us at *611. I can not take your details as much as I'd love to because it's not proper Telus privacy procedure and I could lose my job for unauthorized access to your account. They just need to verify that you really had a Note 7 before this debacle. Then they will load the $100 off offer. If you got the trade in credit for a previous phone that you traded in, like the other users have been talking about on here, which Telus had said you could only get that credit transferred onto a new phone contract at the time you exchanged your phone, that credit will still be honored for you based on your extreme circumstances.

Mobility Client Care Rep

mclaughlin709
Connector
Some us carriers are also offering refunds as an option. Hopefully details come soon..

dru
Community Manager
Community Manager

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

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.

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.

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

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

hbujak
Just Moved In
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.

WestCoasterBC
Community Power User
Community Power User
Try calling another Telus store and see if they have any loaners available.

Note_7
Just Moved In

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.

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?

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.