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Hi All,
I called T-Mobile today trying to find out what I can do with my "recalled" Note 7. I had ordered replacements over the phone and today was my last day to carry out the exchange at a store. I've had no problems with the 4 of them in my house. I was denied the exchange for the replacement Note 7 at the store. And somehow was also denied a refund/exchange for a different phone.
On the first try with customer service they connected me with an account specialist. She told me that the phone had been completely pulled from their inventory. As of today, the 10th of October the phone is no longer for sale. Even the replacement Note 7's were recalled. But here's the worst news for everyone who wants to keep the phone. She told me that as part of the recall I had to bring the phone back. I asked her about keeping it then using a JUMP upgrade when a newer phone came out. She informed me that they wouldn't accept the phone for trade in because sales were fully halted and customers have an opportunity to return their device.
So you're pretty much stuck with the phone and unable to have a phone to trade in, should you keep your Note 7. We can of course return the phone for a full refund and get something else. I'm eyeing the S7 Edge for the water resistance and the Micro SD cards I got from Samsung.I really didn't want to let this phone go, but I'm paying for JUMP (the very first one when they started the Uncarrier movement) and would like to be able to trade my phone in for the latest and greatest. I hope this helps you ease our concerns about JUMP and the Note 7.
TL;DR: You can't keep your Note 7 if you plan on upgrading to a new phone on JUMP. They won't accept it as a trade in because they're giving you a "choice" of getting a refund and getting another phone.
Hiya Buddy said:
Hi All,
I called T-Mobile today trying to find out what I can do with my "recalled" Note 7. I had ordered replacements over the phone and today was my last day to carry out the exchange at a store. I've had no problems with the 4 of them in my house. I was denied the exchange for the replacement Note 7 at the store. And somehow was also denied a refund/exchange for a different phone.
On the first try with customer service they connected me with an account specialist. She told me that the phone had been completely pulled from their inventory. As of today, the 10th of October the phone is no longer for sale. Even the replacement Note 7's were recalled. But here's the worst news for everyone who wants to keep the phone. She told me that as part of the recall I had to bring the phone back. I asked her about keeping it then using a JUMP upgrade when a newer phone came out. She informed me that they wouldn't accept the phone for trade in because sales were fully halted and customers have an opportunity to return their device.
So you're pretty much stuck with the phone and unable to have a phone to trade in, should you keep your Note 7. We can of course return the phone for a full refund and get something else. I'm eyeing the S7 Edge for the water resistance and the Micro SD cards I got from Samsung.I really didn't want to let this phone go, but I'm paying for JUMP (the very first one when they started the Uncarrier movement) and would like to be able to trade my phone in for the latest and greatest. I hope this helps you ease our concerns about JUMP and the Note 7.
TL;DR: You can't keep your Note 7 if you plan on upgrading to a new phone on JUMP. They won't accept it as a trade in because they're giving you a "choice" of getting a refund and getting another phone.
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Wow, didn't think about that. Not sure what I'm gonna do, however historically I've kept all my Notes (2,3,4). Choices, choices.....hmmm
Wow!
Reps really don't know what they are talking about either.
If I would you, I would screenshot your post and post it to the twitter handle. Tag @JohnLegere and @Tmobilehelp and see if they would comment on this.
I'm not sure about a regular CS representative. But she was an account specialist. They are the ones with the power to make any changes to your account right away. I've had them do it before where a store messed up my JUMP upgrades and changed all the lines to JUMP 2 as opposed to the original JUMP. It took over an hour to get ahold of them that time, but the process was painless as soon as I got on the phone with them. They even credited me the EIP I owed on 4 phones because they were out of my hands and hadn't been processed yet, but the charge was on the bill. It happened again today, I had been credited for 3/4 phones and was still charged an EIP on the 4th phone, despite sending out all 4 of them on the same day. She credited the amount due and my bill was reduced.
I didn't get the Note 7 off of Jump! but if I understand the policy correctly, then this pretty much pays off Jump for you and gets you off the contract, which is great.
Right now you're paying the EIP monthly for the Note 7. Why don't you just pay off the Note 7 completely today, and then return the Note 7 device for the full refund. Doesn't that make you finished with the jump contract and free to get non-carrier phones like the Pixel? It also means you paid less overall since they bought back your first Jump phone for half the price, so you only paid half price for the phone before the note 7 overall which is a great deal.
No idea why that would be a surprise, or a wow moment. T-Mobile doesn't want to have any inventory of a phone they can not, not allowed to sell.
Makes my note 5 all the more the superior device lol.
Add into the fact that JUMP is also INS and if you break it, you're probably NOT going to get a repair. At least it is if you're on the original JUMP program.
This doesnt come as a surprise.
Once they cancel or recall a phone its obvious you cant use it as a JUMP device.
twe90kid said:
Reps really don't know what they are talking about either.
If I would you, I would screenshot your post and post it to the twitter handle. Tag @JohnLegere and @Tmobilehelp and see if they would comment on this.
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Don't waste your time at the @Tmobile account. I spent six days there getting lied to trying to get assistance on a loaner for the first Note 7 recall. Go right to John Legere's Twitter feed. I got an almost immediate response.
Maybe if his executive staff gets pestered enough, he'll fix his ****ty customer service.
I always got almost immediate answers from @Tmobilehelp .
Sent from my SM-N930T using Tapatalk
Has there been any date published on how long we have to exchange it? I purchased one after they went back on sale and was wondering if I'm able to hold on to it until the new LG V20 is released.
MasterKaiser said:
Has there been any date published on how long we have to exchange it? I purchased one after they went back on sale and was wondering if I'm able to hold on to it until the new LG V20 is released.
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Same here. Have this phone for only one day. I will return it ASAP before I get too attached.
If that is indeed the case (per what the OP said), then T-Mobile can't charge you the monthly charge for the Note 7. Which means, when you're ready to JUMP, you won't need to turn anything in.. you just get the new phone and start your new lease. IMO
I had posted a separate thread on this yesterday. Those of us that used JUMP! to upgrade our Note 5 phones are taking it in the shorts here. I had paid off half of that phone, paid $69 for the upgrade to Note 7, Paid a month or so on the Note 7 itself, and now I lose all of that money since I have to get another (non-flagship) phone. If I want to stay on the Note lineup, I have to go back to the Note 5, starting over on payments and losing not only the 12 months of payments, but also the upgrade taxes and fees to go to the Note 7.
Sucks!
Does this apply to JOD also?
so will we get to keep our note 7 for free?!
I tweeted John and TmobileCS said All phones can be returned for a refund including purchased accessories.
KJThaDon said:
Does this apply to JOD also?
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from what I was just told apparently not but I was also told the first JUMP! program wont be affected either. You can JUMP whenever you want without a penalty but again different CS different answer
I called about the JOD this morning. We switched to T-Mobile in January and I had the Note 5, then went to the S7 Edge when it came out, then went to the Note 7 (back to an S7 edge and back to the new and improved explosive Note 7). I want to get this turned in because it has got hot a couple of time while charging. However I want the V20 so I wanted to make sure that if I go in now and get the V10 that I will still be able to Jump to the V20 when the pre order comes out next week. I was told there will be no issue with that, at this point T-Mobile just wants their customers safe. So I am heading in after work to switch out our two Note 7s for V10's and then pre ordering V20's next week.
After going thru the Note 7 fiasco twice, preordered a Unlocked note 8 from Samsung. It has a hardware issue that prevents it from automatically charging when connected.
SAMSUNG HAS NO REPLACEMENT PROGRAM FOR A NEW NOTE 8 THAT IS MALFUNCTIONING, SO BUYER BEWARE.
They will offer a full refund if you send back the phone with the included SD card and wireless charger. Unfortunately, I have already sent them the phone I bought in the meantime (Pixel XL) for a trade in.
I now will have to send the brand new phone in for repair. Lovely support for direct buyers who supported Samsung during the exploding note 7 events.
Last Samsung phone I will ever buy. What a disappointment.
F1nman said:
After going thru the Note 7 fiasco twice, preordered a Unlocked note 8 from Samsung. It has a hardware issue that prevents it from automatically charging when connected.
SAMSUNG HAS NO REPLACEMENT PROGRAM FOR A NEW NOTE 8 THAT IS MALFUNCTIONING, SO BUYER BEWARE.
They will offer a full refund if you send back the phone with the included SD card and wireless charger. Unfortunately, I have already sent them the phone I bought in the meantime (Pixel XL) for a trade in.
I now will have to send the brand new phone in for repair. Lovely support for direct buyers who supported Samsung during the exploding note 7 events.
Last Samsung phone I will ever buy. What a disappointment.
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Well, i have heard the same thing.. return it, then, order again and we will send a new one. Weird. Anyone would feel it should be an even exchange, where they send a replacement, and we should send the defective one back.
myechophone said:
Well, i have heard the same thing.. return it, then, order again and we will send a new one. Weird. Anyone would feel it should be an even exchange, where they send a replacement, and we should send the defective one back.
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They should be covered under warranty instead call claims dept?
If I want to send my Note 8 back to them with the included wireless charger freebie, I threw the box of the charger out, any issues? Also my micro SD card is on back order. I am aware that all freebies need to be sent back also.
I tried to get them to fix my broken wireless charging, they say thier own quick charger is not compatible. Lol. I am sending the info to the Qi alliance..
Sent from my SM-N950U using Tapatalk
Didn't you folks who did the N7 promo pre-order get the Samsung Premium Care included free? It came with my pre-order. That service claims they repair/replace the phone very quickly, "hand delivered" to your home, etc. I thought I got 2 months for free, but maybe it's only 1.
doesn't the cc you bought it with have some kind of a warranty?
jejb said:
Didn't you folks who did the N7 promo pre-order get the Samsung Premium Care included free? It came with my pre-order. That service claims they repair/replace the phone very quickly, "hand delivered" to your home, etc. I thought I got 2 months for free, but maybe it's only 1.
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I selected that just in case something went wrong the first couple of months. It's 2 months free.
F1nman said:
After going thru the Note 7 fiasco twice, preordered a Unlocked note 8 from Samsung. It has a hardware issue that prevents it from automatically charging when connected.
SAMSUNG HAS NO REPLACEMENT PROGRAM FOR A NEW NOTE 8 THAT IS MALFUNCTIONING, SO BUYER BEWARE.
They will offer a full refund if you send back the phone with the included SD card and wireless charger. Unfortunately, I have already sent them the phone I bought in the meantime (Pixel XL) for a trade in.
I now will have to send the brand new phone in for repair. Lovely support for direct buyers who supported Samsung during the exploding note 7 events.
Last Samsung phone I will ever buy. What a disappointment.
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Click to collapse
I am NOT a lawyer.
Is that situation legal? I have never heard such a case, not even in this country where customer care is an unknown concept! Customers here are simply a disruption to to the life of sales staff! If I have a problem I ALWAYS ask for the manager even then its hit and miss.
That is a disgrace and you simply MUST protest and speak with a manager, not the person who answers the call lines etc. Write a letter of complaint, keep all copies. Samsung should receive your faulty mobile and simply ship you a new one as all outlets do in person.
Have you read your order contract? It may well be where you live 'all' Samsung must do is refund you? If that is the case and I have no idea, you maybe stuffed? I do know that no company can write regulations that are contrary to the law of the land.
Absurd situation. You must not let this rest. Fight for your rights. Please let us know how you progress and the very best of luck.
Ryland :good:
Still no help from Samsung.
SAMSUNG HAS NO REPLACEMENT PROGRAM FOR A NEW NOTE 8 THAT IS MALFUNCTIONING, SO BUYER BEWARE.
My guess: Samsung has no stock to swap out with yet - they shipped them all.
F1nman said:
Still no help from Samsung.
SAMSUNG HAS NO REPLACEMENT PROGRAM FOR A NEW NOTE 8 THAT IS MALFUNCTIONING, SO BUYER BEWARE.
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As painful as it might be, can you tell us what you have done to date? Have you written to Samsung, sent an email, spoken to a manager or the customer services department? Your original post is disturbing and you MUST not accept such a situation BUT i'm afraid its you that has to sort it out.
If you are dealing with phone reps you are wasting your time. Are you in the USA? In Europe there are numerous consumer help offices that will willingly and freely take such cases on your behalf and do their best to sort things out.
In most countries in Europe at least one of those such consumer bodies have legal teeth. Use one.
A massive multi national like Samsung will have a way of ensuring your faulty mobile is replaced with a new one without it affecting your pre sale offers. You 'just' need to contact the right person and that IS a problem.
Ryland
---------- Post added at 11:59 AM ---------- Previous post was at 11:47 AM ----------
pouelle said:
My guess: Samsung has no stock to swap out with yet - they shipped them all.
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I agree but Samsung could, if they wished, get a replacement from a store that has overstocked then replace the OP's mobile. One has to insist and fight and that's also unacceptable.
Samsung in this country have a very cleaver way of passing the buck. Samsung don't sell direct to the customer despite they have their Samsung site BUT Samsung here use sub contractors as distributors so if one has a problem all Samsung do is suggest the customer contact said distributor!
Experts at covering themselves by passing the buck and dodging responsibility. Such practices are not illegal either.
WE have actual Samsung shops here. Everything Samsung from the carpet to the sales staff uniforms etc blah blah. They will sell you anything Samsung BUT if a problem arrisses they will inform you they are 'just' a franchise and cant help you!
When Nokia was big it was exactly the same situation, still is for the fruity brand! No idea how they get away with it?
Ryland
Almost makes me want to cancel my pre order and pay $300 more to get it from Best Buy or Sprint :/. I don't want to send my Note 5 to Samsuck and be without a phone. I actually can't, I work from home and use my phone for work. Sucks that Sprint and Best Buy don't honor Samsung's promotion.
Thanks for all the replies. I finally reached high enough in the ladder at Samsung for them to offer a replacement in 2-3 weeks. I can live with that, as the phone is usable, just a PITA to charge (phone often has to be restarted b4 charging. We will see how this turns out.
F1nman said:
Thanks for all the replies. I finally reached high enough in the ladder at Samsung for them to offer a replacement in 2-3 weeks. I can live with that, as the phone is usable, just a PITA to charge (phone often has to be restarted b4 charging. We will see how this turns out.
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Good news, well done. :good:
Ryland :highfive:
F1nman said:
Thanks for all the replies. I finally reached high enough in the ladder at Samsung for them to offer a replacement in 2-3 weeks. I can live with that, as the phone is usable, just a PITA to charge (phone often has to be restarted b4 charging. We will see how this turns out.
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Hey who did you contact up the chain? My wife's has touchscreen issues. Where the phone becomes unresponsive by touch randomly than start working again. It is definitely either a software or hardware issues so I'm gonna have to contact them. Will you PM me the email address, phone number, or name of the person you spoke with?
Sent from my SM-N950U using Tapatalk
I do not have a name or email. I finally reached a support tech willing to bump it up the chain, after having them turn me down previously. Reached a supervisor, who was willing to try to help me. Looked up my account to see I am a long time note user. At least he gave me a ticket number for the problem, I will keep you posted after any change.
(If you let them call you back when talking to the e-commerce division, they seem to be a little less rattled, and more willing to deal with you). YMMV
F1nman said:
I do not have a name or email. I finally reached a support tech willing to bump it up the chain, after having them turn me down previously. Reached a supervisor, who was willing to try to help me. Looked up my account to see I am a long time note user. At least he gave me a ticket number for the problem, I will keep you posted after any change.
(If you let them call you back when talking to the e-commerce division, they seem to be a little less rattled, and more willing to deal with you). YMMV
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I didn't get that far with them. I even talked to Executive Customer Relations and they said they would not send a replacement if I had not already sent it in for repair which is ridiculous because it is a brand new freaking phone. The only option they gave me was refund and reorder.
That opened up a whole other can of worms where the freebies aren't available anymore and had to complain about that till they let me keep the freebies from the defective phone order, but I'm still having to wait for a brand new link to get the $425 off due to being an old Note 7 user.
All they simply had to do was return and replace but they have absolutely no mechanism to do that. Ridiculous for a company that big.
Sent from my SM-N950U using Tapatalk
I’m in the same boat, lost my note 7 trade in promo and they have my trade in since sept 15th. Will issue a so called coupon 6-8 WEEKS, WHEN all the note 7 promotions will be over with.
---------- Post added at 06:38 AM ---------- Previous post was at 05:41 AM ----------
I have premium care and it offers no deductible so I’m thinking about going this route to get a exchange replacement but that replacement could be a refurbished unit, highly unlikely this early. Need to call Samsung direct tomorrow and get this figured out .
Consumer Credit Act 2015 (UK)
If you purchase online you has the distance sales protection of reurting the item as per the suppliers terms and condition which is usually within 14 days for a no question/reason refund. Please check the returns policy.
if the product develops a fault within 30 days you have two options.
1. Request a full refund
2. Request a brand new replacement
if after 30 days and before 6 months of the purchase date your product develops a fault the company has only 1 oppertunity to fix the product. If the phone has a further fault then you can request a full refund.
If after 6 months but before 12 months you can request a refund but they can deduct for fair wear and tear.
hope this helps!
After two months I get an email my s5 trade was not approved due to a crack screen or it does not function. Which is not true the phone was in very good condition always in a case etc. This is bull on part of Samsung. Anyone ever had an issue?
fearbasel04 said:
After two months I get an email my s5 trade was not approved due to a crack screen or it does not function. Which is not true the phone was in very good condition always in a case etc. This is bull on part of Samsung. Anyone ever had an issue?
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Do you have any photos to prove it? Usually a credit card company can fight if you have a good proof.
I'm going through this right now. And, I had a defective Note 8 that I returned. Here it is almost 2 months later and I still haven't been credited for the Note 8 I returned and I'm out a perfectly good Note 5 that I traded in expecting to receive $350-$425 in trade-in. Completely annoyed and will never ... NEVER purchase anything from the Samsung site again. I've been in a tit-for-tat email war with "Ecommerce (Samsung Office of The President)" and am still fighting them today!! This green bar showed up on day 3 of my Note 8. The same day that I sent off my Note 5.
myechophone said:
Do you have any photos to prove it? Usually a credit card company can fight if you have a good proof.
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My stupid self thought since all we place in the box is the phone and label outside they might not have the right phone matched to the account so I only took a picture of the esn. Also I heard if I dispute the charge they will blacklist my note 8. So annoying !
hotspace said:
I'm going through this right now. And, I had a defective Note 8 that I returned. Here it is almost 2 months later and I still haven't been credited for the Note 8 I returned and I'm out a perfectly good Note 5 that I traded in expecting to receive $350-$425 in trade-in. Completely annoyed and will never ... NEVER purchase anything from the Samsung site again. I've been in a tit-for-tat email war with "Ecommerce (Samsung Office of The President)" and am still fighting them today!! This green bar showed up on day 3 of my Note 8. The same day that I sent off my Note 5.
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Great phone, suck ass service... They should not sell direct. They should alone focus on making products.
Coincidental that as soon as I received notification that my 'post had been quoted' I also received an email from Samsung
Code:
Dec 12, 10:41 EST
Good Morning xxxxxxxxxxxxxxx,
Thank you for contacting Samsung. I would like to inform you, your case is currently under review at this time. The screenshot provided and the trade-in transaction will need to be further reviewed by corporate, once an update becomes available you will be notified via email. I apologize for the delay and inconvenience this matter has caused during this process. Thank you so much for your patience with Samsung, have a wonderful day.
Best Regards,
Sharena
Office of the President- Samsung Direct
Frustrating to say the least. I have 12 emails all requesting that I be patient and that my case is under review. [email protected]$& that noise!! I'm at the point where whatever they provide will not be enough. Meanwhile, I'm now paying interest on a purchase that was returned somewhere at the end of Oct beginning of Nov.
Also, early in these email chains, I was asked to provide evidence that my Note 5 did not have a cracked screen. I took picture prior to sending.
When I supplied the picture to them, I asked for them to provide me a picture of the cracked screen. I got nothing for that request.
hotspace said:
Coincidental that as soon as I received notification that my 'post had been quoted' I also received an email from Samsung
Frustrating to say the least. I have 12 emails all requesting that I be patient and that my case is under review. [email protected]$& that noise!! I'm at the point where whatever they provide will not be enough. Meanwhile, I'm now paying interest on a purchase that was returned somewhere at the end of Oct beginning of Nov.
Also, early in these email chains, I was asked to provide evidence that my Note 5 did not have a cracked screen. I took picture prior to sending.
When I supplied the picture to them, I asked for them to provide me a picture of the cracked screen. I got nothing for that request.
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I did a dispute. I am sure it's going to be a battle. I am just going to keep pushing them. The more they piss me off the more I am thinking of changing over to a pixel or HTC next time around.
This is a fresh thread as this issue was getting lost in the UK thread.
CPW Offered £375 trade in but if you had a note 8, they offered an additional £200 trading making it £575 (Math good huh?!).
This made the largest note 9 512mb an affordable £524. An attractive proposition to many. Myself included. I certainly would NOT have upgraded to the note 9 from the note 8 based on the lower offer as there is little differentiator between the 2 phones. This was clearly the best deal available pre order.
However many note 9 buyers who have returned their note 8 are not receiving £575 only to be offered £375, or for those who took a screen shot of the extra £200 being offered £530.
Not sure what CPW are playing at but this is an issue where I'm sure trading standards might be interested and of course the media if this isn't resolved swiftly. In my mind this is a break in contract and loses the faith of CPW customers.
Stories here please.
bonerp said:
This is a fresh thread as this issue was getting lost in the UK thread.
CPW Offered £375 trade in but if you had a note 8, they offered an additional £200 trading making it £575 (Math good huh?!).
This made the largest note 9 512mb an affordable £524. An attractive proposition to many. Myself included. I certainly would NOT have upgraded to the note 9 from the note 8 based on the lower offer as there is little differentiator between the 2 phones. This was clearly the best deal available pre order.
However many note 9 buyers who have returned their note 8 are not receiving £575 only to be offered £375, or for those who took a screen shot of the extra £200 being offered £530.
Not sure what CPW are playing at but this is an issue where I'm sure trading standards might be interested and of course the media if this isn't resolved swiftly. In my mind this is a break in contract and loses the faith of CPW customers.
Stories here please.
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Just received £530 as predicted even though the trade in offered £375 plus £200. I have raised a complaint via the online email form. I was told that the screen shot I sent shows I was offered £375 and that my case will be raised with their Trade In team. I'll chase again today. Last phone I buy from the CPW group.
Managed to avoid this trouble but hoping my experience adds to the knowledge base:
I was quoted £575 total online trade in for my Note8. Bought the Note9 online, delivered to store and collected - no problems so far.
A few days later I received the pathetic jiffy bag to send the Note8 back in. Immediately got cold feet and made inquiries with CPW web chat and telephone contact center. Long story short was that to get the full £575 I had to post it back to them but a store manager may authorise the return through the store.
I went to store and followed the advice of the web chat team - ask for the trade in to be accepted in store. The store manager refused so I then said 'here, have this Note9 back as I want an immediate refund'. This was done in a few minutes and I walked away with my Note8 unmolested.
On Thursday 30th Aug I went to another CPW store and asked for a trade in against the 512gb Note9. They immediately offered £550 off the Note9 and would order one in. Received it next day and a happy outcome for me.
Hi - thanks for starting this thread as its useful to keep a track of issues with CPW!
I also pre-ordered with CPW and bought a sim free phone with them - i just spoke to their customer service team who told me that sim-free purchases are not eligible for the additional £200 trade in!! Has anyone experienced this too? Luckily i've screenshotted my trade in so will have to raise a formal complaint if they dont resolve but just wanted to make those on this forum aware that the customer service team arent quite sure of the facts.
On a separate note, have those that ordered sim-free got their wireless charger yet? I still havent got mine and they wont tell me if its been dispatched yet.
The customer service at CPW is awful and I wish i'd just bought through Samsung..... the only plus is that the phone is amazing (I just moved across from the iphone!) and wish i'd moved across sooner!
neildo said:
Managed to avoid this trouble but hoping my experience adds to the knowledge base:
I was quoted £575 total online trade in for my Note8. Bought the Note9 online, delivered to store and collected - no problems so far.
A few days later I received the pathetic jiffy bag to send the Note8 back in. Immediately got cold feet and made inquiries with CPW web chat and telephone contact center. Long story short was that to get the full £575 I had to post it back to them but a store manager may authorise the return through the store.
I went to store and followed the advice of the web chat team - ask for the trade in to be accepted in store. The store manager refused so I then said 'here, have this Note9 back as I want an immediate refund'. This was done in a few minutes and I walked away with my Note8 unmolested.
On Thursday 30th Aug I went to another CPW store and asked for a trade in against the 512gb Note9. They immediately offered £550 off the Note9 and would order one in. Received it next day and a happy outcome for me.
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Click to collapse
krunalv said:
Hi - thanks for starting this thread as its useful to keep a track of issues with CPW!
I also pre-ordered with CPW and bought a sim free phone with them - i just spoke to their customer service team who told me that sim-free purchases are not eligible for the additional £200 trade in!! Has anyone experienced this too? Luckily i've screenshotted my trade in so will have to raise a formal complaint if they dont resolve but just wanted to make those on this forum aware that the customer service team arent quite sure of the facts.
On a separate note, have those that ordered sim-free got their wireless charger yet? I still havent got mine and they wont tell me if its been dispatched yet.
The customer service at CPW is awful and I wish i'd just bought through Samsung..... the only plus is that the phone is amazing (I just moved across from the iphone!) and wish i'd moved across sooner!
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Click to collapse
I've been waiting 11days for my Samsung note 9 from Samsung so either way it's a pain to get the newest flagship either way you buy it lol
Sent from my ONEPLUS 5
krunalv said:
Hi - thanks for starting this thread as its useful to keep a track of issues with CPW!
I also pre-ordered with CPW and bought a sim free phone with them - i just spoke to their customer service team who told me that sim-free purchases are not eligible for the additional £200 trade in!! Has anyone experienced this too? Luckily i've screenshotted my trade in so will have to raise a formal complaint if they dont resolve but just wanted to make those on this forum aware that the customer service team arent quite sure of the facts.
On a separate note, have those that ordered sim-free got their wireless charger yet? I still havent got mine and they wont tell me if its been dispatched yet.
The customer service at CPW is awful and I wish i'd just bought through Samsung..... the only plus is that the phone is amazing (I just moved across from the iphone!) and wish i'd moved across sooner!
Click to expand...
Click to collapse
I have a screen shot that shows Sim free were also offered with the £200 additional trade in. PM with your email address if you would like the screen shot.
Hi all. I went into my local CPW in Burton on Trent yesterday and traded in my Note 8 and received £550.00. I paid £349.00 for the outright purchase of the Note 9 and walked out with it within 30 mins. My Note 8 had to be tested and reset
jah said:
I have a screen shot that shows Sim free were also offered with the £200 additional trade in. PM with your email address if you would like the screen shot.
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me too. Idiots.
Both my online and in store Note9 purchases with £200 extra trade in were on sim free.
Sad to say that you can see why high street retail chains are closing down. CPW and others just can't operate a digital and bricks and mortar businesses as a unified business model. All very sad.
Now they've said whatever the trade in team offer (? what like £575 as advertised!) the social media team will bring it up to value offered, so long as the phone was working there shouldn't be a problem. However its now Tuesday and I logged this on Saturday (sent the phone 8 days earlier)....
JAH You are right about firms failing. I wonder how this crew ever stay afloat sometimes.
My problem with CPW was I ordered my N9 upgrade on the phone and was told I could get an extra £200 on top of the £250 for my S8+. I clarified several times that I could take it to the store for the trade-in. I then was told it was only available for online or in store upgrades and not on the phone! So after complaining and having my telephone call listened to it was agreed I could take it to the store for £450.
Today I go to the store to be told my S8+ has screen burn and they will knock £120 off!! So I decided I'll try taking it to Samsung for an in warranty repair of the screen before going back to CPW!!
12 days (10 working days) into my phone being received by CPW and not a sniff of payment yet. Their website says payment will be made in 3 days of receipt. Appreciating they may have an influx taking longer, 12 days is taking the p....
They been informed of my displeasure this morning.
Still advertising the £200 extra deal. Anyone wants to check the terms click here:
https://www.carphonewarehouse.com/mobiles/trade-in.html
Bought mine in store in Doncaster. Fab service and no hassle at all. Got full value plus the extra £200 for my S8+ and even got to keep it until the Note 9 arrived. Picked my new Note up at 9.15 on release day.
Service couldn't have been better. Top marks to Jenna and Nat who clearly knew what they were doing.
I'm still waiting to see what I get for my trade in. They received the phone last friday, so hopefully any time now they will send me the money. I have a screenshot/ chat exert from their guy that i'll send if it goes wrong.
I wonder how much money is wasted by CPW with dealing with customers to rectify problems and mistakes of their own making. Members here could run a better operation.
Lakota said:
Bought mine in store in Doncaster. Fab service and no hassle at all. Got full value plus the extra £200 for my S8+ and even got to keep it until the Note 9 arrived. Picked my new Note up at 9.15 on release day.
Service couldn't have been better. Top marks to Jenna and Nat who clearly knew what they were doing.
Click to expand...
Click to collapse
the stores are better than online. Online is just the pits. Piss up in a brewery comes to mind...
Should have bought in store.
Hi guys,
I did a similar thing earlier this year with my other half's Galaxy S9. I traded in a Galaxy S7 and they were offering an additional £100 at the time. I received payment for the value of the S7 then a few days later the extra £100 was paid in separately. I traded in a Note 8 this time for the Note 9. I phoned them up and they said it was £350 so I said that I was offered £375 + £200, the lady put me on hold and then took my card details and said it will be done in separate transactions, £25 then £350 then the additional £200 after that. I've got a screenshot of the deal £375 and another one with the extra £200 with my order number so they can't argue otherwise.
Edit:
The lady said that they've had a few calls about this issue today and that it has been escalated so I think it's just a mistake or at least I hope it is.
Just my 2p worth;
I went into store and pre-ordered the Note 8, traded a Note 8 I paid £370 for and got the £575 knocked off the Note 9 straight away so I had £324 to pay towards. I got the Note 9 and the wireless charger delivered to my house on release day but I ended up selling the Note 9 on eBay as I didn't realize CPW didn't do the Dual sim version. Staff at the Trafford store were a complete shower of ****e though when I went in with a query about the sims. I used to work at carphone back when I was 17/18 (them were the days!) but the customer service now is absolutely shocking and customer support over the phone is even worse!
I would never purchase anything high value from CPW, in fact I cant see any good reason to purchase anything off them full stop, amazon ftw.
My mate purchased one online with CPW and has recently sent his Note 8 to the trade in center in Newark UK, it arrived yesterday and even though he had it reserved at £375 + £200 they have told him it is valued at £350 (the today price, not holding the price it was reserved at), after some arguing they have raised £25 to his bank (supposedly, if that ever shows up) and said that the £350 will be paid in a few days and the £200 additional will follow after "3/5 days" (he isn't holding out much hope, sounds like a cop out, but the phone calls are recorded supposedly they have made notes on the system). I will report back once all is paid.
No signs of the wireless charger on the online order btw, they told him this arrived 14 days after the phone to ensure the phone isn't returned (sounds like another CPW lie)
Good luck guys
My repaired phone got stolen today while in shipment from Samsung repair center.
UPS deliver to me and I get it from the driver. I didnt sign anything. I took the box inside the house to open it and its empty!
I call Samsung just now and they open me a ticket. But I have to call tomorrow as one of the their dept is closed.
My SIM card is not inside the phone.
1. It is a Note 9 I used for many months and it is under contract with T-mobile for 2 yrs. Do I call T-mobile now to get it black listed?
2. Any ideas on what is going to happen next?