My experience trying to get a straight answer from Samsung about issues related to the Note7 suggests a Microsoft level of incompetence. The Verge recently published an email sent to a Note7 owner from Samsung. The individual had contacted Samsung after the replacement Note7 started catching on fire and received the response below. From my experience, this is actually a fairly straightforward reply from Samsung–the company is unbelievably obtuse and unfriendly when you ask it questions about its own policies.
After the first set of device fires and then the second round after the recall/replacement, I would see comments online to the effect of “why would anyone not have returned their phone already?” The answer is that Samsung, and occasionally carriers, did everything they could to make these recalls as difficult and Byzantine as possible.
From: GCCECOMM1
Date: Sat, Oct 8, 2016 at 7:21 AM
Subject: Re: EMAIL FORM
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.