Overclock.net › Forums › Industry News › Technology and Science News › [TheVerge] Samsung is sending incomprehensible emails to Note 7 owners looking for a refund
New Posts  All Forums:Forum Nav:

[TheVerge] Samsung is sending incomprehensible emails to Note 7 owners looking for a refund

post #1 of 11
Thread Starter 
http://www.theverge.com/2016/10/10/13227058/samsung-galaxy-note-7-refund-support-email-incomprehensible#comments
Quote:
Just look at this email exchange, sent to The Verge by a senior executive at a large tech company trying to replace his Note 7:
Quote:
Hello,

At this time you may have received the information for the new system they have in place. If you have not yet, I am supplying the link below to the site. There are some minor issues and errors with it, but it is a massive step in the right direction to get this effectively solved for the customers.

One of the issues happening is that customers are receiving emails with their email address, but a different order number. If this happens, please refer to your original confirmation order number to attempt the sign up, and this should solve that issue. Customers were finding when they tried the original number, it matched the email and the order would go through correctly.

This new program is being headed up by a company that specializes in recalls. Through the web page you set up your exchange or refund, and have the option to ship the phone (they mail you the special packaging to send the phone back in), or you can arrange for an agent of this company to come to your home and pick up the phone directly. This does not apply in some areas as they do not have agents stationed in some of the more rural areas. In that case the packaging will be sent if the agents are not available to your area. It is also an "advanced" exchange. We basically will ship you the phone and the packaging independently of each other, but from when you place the exchange order. So if you choose to exchange, they will begin processing both items to go out. You will not receive them together, they may arrive at different times, but you will not have to return the old phone before they begin to process the new phone. If you opt for a refund instead, it will be just as previous refunds were. Once the item is returned, they will process your refund.

As this is going to another company, when these exchanges are submitted, we cannot check the status of them for you until they submit you an order number for the new phone or tracking information. We have limited information on a lot of the process at this time. I hope this information is helpful and resolves the issues soon.
post #2 of 11
It's probably one of those half google translated, half written, then spell checked letters..

Not incomprehensible, it seems quite clear to me..
post #3 of 11
Thread Starter 
Quote:
Originally Posted by tp4tissue View Post

It's probably one of those half google translated, half written, then spell checked letters..

Not incomprehensible, it seems quite clear to me..

It talks about a bunch of procedures but is not a direct address to his two earlier emails.
post #4 of 11
Reads like an IT guy without any technical writing skills trying to obfuscate the issue to avoid being of any actual assistance to the customer.
post #5 of 11
I not gonna be buying anything Samsung for the new few lifetimes.
post #6 of 11
What a stinking mess.... axesmiley.png
post #7 of 11
Probably a good time to involve the FTC.
post #8 of 11
The good news is that amazon is allowing returns of all of my accessories purchased.
post #9 of 11

There should be a certain Carrier stores (AT$T, Verizon, etc) with a special BIN in every store, that takes back & handles the refunds.

 

By law, the place who sold it to you, has to take it back if defective, anyways.

post #10 of 11
Quote:
Originally Posted by hollowtek View Post

The good news is that amazon is allowing returns of all of my accessories purchased.

And on that Note, Samsung's SNAFU is affecting the business of other companies making and selling accessories for what was supposed to be a reliable, safe, flagship phablet.
I wonder if there were any companies contracted with Samsung making parts or accessories that might sue them for negligence in releasing an unreliable and unsafe product, which directly harmed their business?
New Posts  All Forums:Forum Nav:
  Return Home
  Back to Forum: Technology and Science News
Overclock.net › Forums › Industry News › Technology and Science News › [TheVerge] Samsung is sending incomprehensible emails to Note 7 owners looking for a refund