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New Member
Posts: 2
Registered: ‎08-25-2016

Re: Samsung Galaxy Note7 FAQ

I Pre-ordered the onyx black note 7 for AT&T on August 6.  August 19th came around and I didn't receive a notice or anything, nor was I charged. It wasn't till the next day, on the 20th that I received a notice that there is a delay in fulfillment and that I would get it sometime within 30 days ( I chose in-store pickup).

 

Not happy with this, I called customer support to get a more accurate status of my order. I was told that they were receiving thousands of calls and that due to samsung not sending them out on time, they were not able to fulfill preorders on time. I was told that I would receive a gift card as compensation for the inconvenience whenever I went to go pickup the phone.

 

The very next day I go to Best Buy just to check if anything is available, I was told that they may have some available in the back but since it was an online order there was nothing they can do till I receive a pick-up is ready notice through e-mail.  I told them about the gift card I was told I would get in compensation, and they said that they dont give out gift cards because it wasn't their fault that they didn't receive shipment.  That was the last straw.

 

I called to cancel the order, was on the phone for about an hour so that they can reverse the upgrade eligibility in order for me to get the phone from another retailer (which offered a better deal with a $100 gift card on top of the free gift). I returned the watch the same day and was told I wasn't charged for it, turns out I was charged after I returned it.

 

Overall a horrible experience, needless to say I won't pre-order from Best Buy again.

Posts: 7,887
Topics: 90
Kudos: 254
Blog Posts: 19
Solutions: 298
Registered: ‎01-03-2013

Re: Samsung Galaxy Note7 FAQ

Hi there Nelomimic,

Thank you for sharing your Note7 pre-order experience. Please know that any inventory received for each model should be allocated to pre-orders and reservations in the order they were received at each store. This is why waiting for the ready for pickup email is critical to ensuring you are able to walk out of the store with your phone during your visit. I'm truly sorry to hear that you chose to cancel your pre-order due to our inability to fulfill it and the issues you encountered in store. I hope that you give us a chance in the future to provide you with a better experience. 

Regards, 

Tasha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎09-02-2016

Re: Samsung Galaxy Note7 FAQ

I pre-ordered the phone on 8/5.  I was patiently waiting for my backordered phone to arrive.  Today, Bestbuy canceled my order.  For those of us who were still waiting for the phone, what are the options for those of us who preordered?  Do we still get a fit2 or sd card?

Member
Posts: 13
Registered: ‎08-19-2016

Re: Samsung Galaxy Note7 FAQ

Dang, they probably cancelled the order due the recall they announced about the batteries. I would hold onto the preorder receipt to see if they will still honor it after they get all this recall issue sorted. I have mine already and have not had any issues with it but I will most likely have to get mine replaced under the recall. Will social media and YouTube these days things go viral crazy quick!
Posts: 7,887
Topics: 90
Kudos: 254
Blog Posts: 19
Solutions: 298
Registered: ‎01-03-2013

Re: Samsung Galaxy Note7 FAQ

Hi there the5wagners, 

Thank you for reaching out. I'm sorry to hear your Note7 pre-order was cancelled. Please feel welcome to review my post regarding the Note7 withdrawal here

Regards, 

Tasha|Social Media Specialist | Best Buy® Corporate
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Valued Member
Posts: 58
Registered: ‎08-19-2016

Re: Samsung Galaxy Note7 FAQ

Hi everyone... Here is the link to Best Buy's Note 7 Exchange Program:

http://www.bestbuy.com/site/clp/galaxy-note7-information/pcmcat748302046994.c?id=pcmcat748302046994

GALAXY NOTE7 EXCHANGE PROGRAM INFORMATION
We have stopped selling the Samsung Note7. You can visit a Best Buy store to return or exchange your device, without a restocking fee. You will have the option to replace it with a new Note7 when they become available.


If you have already purchased a Samsung Note7 from Best Buy and do not feel comfortable using it, you have a few options:

Exchange current Galaxy Note7 device with a new Galaxy Note7 (when product becomes available).
Exchange current Galaxy Note7 for a Galaxy S7 or Galaxy S7 edge and replacement of any Note7-specific accessories with a refund of the price difference between devices.
Return your Note7 and receive a full refund.

As a gesture of appreciation, you will receive a $25 bill credit from your carrier when choosing a Galaxy S7 family device or the Galaxy Note7 within the exchange program. Bill credit could take 2 to 3 billing cycles before appearing on your statement.

Note7 Return & Exchange FAQs
Q: Where can I return or exchange my Note7?

A: Returns and exchanges must be made at a Best Buy store.


Q: The Best Buy product exchange period for cell phones is 14 days after purchase. What if I've had my Note7 for longer than 14 days?

A: Currently Best Buy will accept all returns or exchanges for the Note7 even if it is beyond the standard 14-day return period.


Q: Can I return my Note7 and get my money back instead of exchanging it for another phone?

A: Yes, you can get your money back when you return your Note7.


Q: Will I be charged a restocking fee if I exchange or return my Note7?

A: No, the Best Buy $35 restocking fee will be waived.


Q: How can I receive a replacement Note7?

A: Currently Samsung is working on a replacement process. Sign up for notification above.


Q: Can I return my accessories for my Note7?

A: Currently Best Buy will accept all returns for Note7 accessories even if it is beyond the standard 14-day return period.



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New Member
Posts: 5
Registered: ‎11-06-2016

Re: Samsung Galaxy Note7 FAQ

You may want to revise this FAQ.  I just got back from my local best buy and they are charging $150 to return the note 7 phones that were pre-ordered if you don't bring back the gear fit 2.  

 

I have filed complaints with samsung and will do with consumer fraud department in Michigan.