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29 posts

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  Reply # 1621853 3-Sep-2016 11:32
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An update on the freezing/boot-looping/screen artifact issue (I am unsure if this is related to the battery issue for which devices are being recalled).

 

I took it into the Samsung Service Centre and they advised that they are aware of the issue - from what the guy at the counter said, 8 other devices had been returned for the same issue. Then had to fill in a replacement form and was advised it would be sent for approval after which they'll send a replacement device. He also advised me to ring the Call Centre and escalate the request to get them to send it faster. I called them today for an update and was told my replacement has been approved and will be received early next week.

 

I also inquired about the product recall and how that would effect my replacement - He said the replacement device I will be receiving next week is the new kind without the battery issue.

 

From the looks of it they've already fixed it in the manufacturing process but it will take a few weeks to push out all the replacements and the back orders. 

 

Fortunately, it looks like having gone in for a different issue just before the recall was announced means that I won't have to go through the lengthy wait for the recalled replacements. 2 birds one stone.

 

 


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Ultimate Geek
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  Reply # 1621867 3-Sep-2016 11:40
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As far as i was aware, the bootloop issue was suspected to be defective ram modules with certain devices.
The manufacturing battery defect is a short circuit type between the anode and cathode. The occurence of the fault can happen spontanously. Its been said that its more common from devices under charge, it may be that the charging incourages the defect to happen due to heat.

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  Reply # 1621869 3-Sep-2016 11:49
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Just received from Vodafone:

 

 

Samsung has recently announced a global product recall of the Samsung Galaxy Note 7.

 

A small number of battery issues have been reported by people using the Samsung Galaxy Note 7 in overseas markets. There have been no reported cases in New Zealand.

 

Quality and customer safety are absolute priorities for Vodafone. For this reason, we are working with Samsung to take a proactive approach to recalling all Galaxy Note 7 devices from the New Zealand market. We want to make sure our customers are safe and have peace of mind.

 

All affected customers will be contacted directly about this issue and provided with details of the options available to them for return and/or replacement of their Note 7.

 

We have stopped sale of the Note 7 through all of our retail outlets and are removing all website promotions and social media sales offers.

 

To ensure our customers can remain confidently connected, we have a range of return/replace/refund options available.

 

Vodafone customers with a Galaxy Note 7 have the following options when they go into a Vodafone store:

 

  • Hand back your Galaxy Note 7, pick up a Samsung Galaxy J5 (yours to keep), and your Galaxy Note 7 will be replaced when new stock is available (could be approximately 4 weeks);
  • Swap your Galaxy Note 7 for another Samsung product (for example an S7 Edge) and get the difference in price refunded;
  • Get a full refund for their Galaxy Note 7;
  • Return your Galaxy Note 7 and use the refund to purchase any other device, of any brand, that is in stock; or
  • Wait until a new Galaxy Note 7 is available and change-over to a new device then (could be approximately 4 weeks).





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  Reply # 1621871 3-Sep-2016 11:51
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eracode:

 

Have changed my charging setting from 'fast' to 'normal' - just as a precaution to take some pressure off the battery until the changeover.

 

 

 

 

I've done the same and will hold onto my handset until the new ones are available. Also using wireless charging to keep it topped up rather than a full charge once a day.

 

 

 

I think Samsung are handling this quite well and kudos to them.




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  Reply # 1621883 3-Sep-2016 12:23
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DaveB:

 

eracode:

 

Have changed my charging setting from 'fast' to 'normal' - just as a precaution to take some pressure off the battery until the changeover.

 

 

 

 

I've done the same and will hold onto my handset until the new ones are available. Also using wireless charging to keep it topped up rather than a full charge once a day.

 

 

 

I think Samsung are handling this quite well and kudos to them.

 

 

I'm very tempted to hand back the N7 now and take up Vodafone's offer of a free Galaxy J5 during the changeover wait period. J5 is free to keep. Could sell it on TM later maybe.

 

Agree - good job, Samsung.

 

Edit: And Vodafone - impressive.


:)
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  Reply # 1621885 3-Sep-2016 12:36
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MikeHales:

 

Details on Vodafone's response to the Note7 issue is here in the Vodafone Community.

 

We have stopped sale of the Note7 through all of our retail outlets and are removing all website promotions and social media sales offers. 

 

To ensure our customers can remain confidently connected, we have a range of return/replace/refund options available.

 

Customers with a Galaxy Note7 have the following options when they go into a Vodafone store:

 

  • Swap your Galaxy Note7 for another Samsung product (for example an S7 Edge) and get the difference in price refunded;
  • Hand back your Galaxy Note7, pick up a Samsung Galaxy J5 (yours to keep), and your Galaxy Note7 will be replaced when new stock is available (could be approximately 4 weeks);
  • Get a full refund for their Galaxy Note7;
  • Return your Galaxy Note7 and use the refund to purchase any other device, of any brand, that is in stock; or
  • Wait until a new Galaxy Note7 is available and change-over to a new device then (could be approximately 4 weeks).

If you have any questions relating to your Samsung Galaxy Note7, talk to a team member at any Vodafone store, or call our Customer Care team:

 

Personal: 777 from your Vodafone mobile or 0800 800 021 from any phone.

 

Business: 888 from your Vodafone mobile or 0800 400 888 from any phone.

 

m

 

 

 

 

I don't own a Note 7, but I'm pretty impressed with the amount of options VFNZ have provided here, particularly when compared to other providers from what I'm seen.

 

I know a number of them are required by law, but the temporary phone to keep and then receive the replacement is definitely a nice move.

 

Nice work.






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  Reply # 1621887 3-Sep-2016 12:37
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Just visited my local Spark store, where I got the N7. They told me I have ever the options of accepting another device, taking a refund, or waiting for a replacement. They could not give a time frame for the replacement and they were Not offering any kind of refund other than account credit.

Personally, I'm inclined to accept the risk a day wait for a replacement, but the fact that they are going "either take another phone that you don't want, or take the risk; and you can't get money back, only crddit" seems way harsher than the terms VF is offering. Kudos to them for their response.

Also, big kudos to Samsung for handling this openly and responding quickly a day appropriately. Makes me feel even better about being a Samsung customer. Hope the financial hit of this doesn't hurt them. The competition with Apple is good for the market.

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Geek
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  Reply # 1621888 3-Sep-2016 12:41
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Apologies for spelling errors above. Trying out the SwiftKey keyboard. Pretty good so far, but the predictive algorithm is am little too quick with the assumptions sometimes :).



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  Reply # 1621892 3-Sep-2016 12:48
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yggdrasil: Apologies for spelling errors above. Trying out the SwiftKey keyboard. Pretty good so far, but the predictive algorithm is am little too quick with the assumptions sometimes :).

 

SwiftKey fan here too - it has optional cursor buttons on Android which I love - not on iOS though.


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  Reply # 1621899 3-Sep-2016 13:12
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I've asked Noel leeming what their plan is regarding returns/replacement.

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Ultimate Geek
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  Reply # 1621911 3-Sep-2016 13:56
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I can confirm Noel leeming is also offering the free j5 (to keep) or a4/a5 (on loan) - just been into a store


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Ultimate Geek
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  Reply # 1621940 3-Sep-2016 14:29
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Wouldn't the consumers garentee act fall victum to the terms and conditions.

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  Reply # 1621942 3-Sep-2016 14:35
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Sparks approach is very Interesting as I hear they are now aiming at been the carrier that offers the best value added service.... Maybe they acted too fast in this scenario, their stance just may change in the coming hours, but not willing to turn blue awaiting an announcement.

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  Reply # 1621969 3-Sep-2016 14:48
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I have a parallel imported Dual SIM version of the Galaxy Note 7. Will send the website an email I purchased from and see what they reply with.





Do whatever you want to do man.

  

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Ultimate Geek
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  Reply # 1621973 3-Sep-2016 15:08
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kornflake: Sparks approach is very Interesting as I hear they are now aiming at been the carrier that offers the best value added service.... Maybe they acted too fast in this scenario, their stance just may change in the coming hours, but not willing to turn blue awaiting an announcement.


Spark are offering a Samsung loan phone now too (not to keep as far as I am aware)

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