Samsung Sends Cryptic Emails to Note 7 Owners Seeking Refunds


Samsung, which has now suspended production of its flagship Galaxy Note 7 smartphones amid reports of replacement devices also catching fire, is now sending cryptic emails to owners of Note 7 devices who are looking for a refund.

Galaxy note 7

A senior executive at a large tech company trying to replace his Galaxy Note 7, has sent an email exchange with Samsung to The Verge, in which the company says things like “One of the issues happening is that customers are receiving emails with their email address, but a different order number,” and that “We have limited information on a lot of the process at this time”. This is surely a total mess from Samsung, from start to finish!

Here’s the email, check it out:

Sent: Thursday, September 15, 2016 6:20 PM
Subject: Return for refund

I called in about a week ago to return my Note7 for refund, and was told I would get an email with return/refund instructions. I have not yet. My order number is XXXXXXX. Please followup with how to get refunded for this recalled product.

Sent: Tuesday, September 20, 2016 5:50 PM
Subject: Re: EMAIL FORM

Hi there, its been a few more days and I still have not seen anything. I can just send it in myself. What address should I mail it in to? What should I include in the package for a refund?

Date: Sat, Oct 8, 2016 at 7:21 AM
Subject: Re: EMAIL FORM


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.


  • pg_72

    Samsung needs to get this sorted yesterday, or they’re going to see their smartphone business go entirely down the tubes.

  • johnnygoodface

    BIG translation issues! Samsung should stop everything it’s doing, take a break and figure out a solution that make sense. They are loosing a LOT of faithful customers.

  • fatiredflyer

    I can’t imagine the Postal Service is pleased to be handling incendiary devices.

  • hlna55

    Unfortunately, people will forget this ever happened and be back throwing egg sauce at everyone else’s phone in a year from now.

    The only REAL reason I have an iPhone and continue to have one is the customer service. Have a problem? Go get a new one. Ran it over with your car? No problem Go get a new one. No postal service, no cryptic emails, no feeling like you’re just a number.

  • I constantly bounce from Apple to Android. One thing I’ve always loved about Apple is the service as you’ve already mentioned, but simply being able to walk in to an Apple Store, buy a phone and walk out. No carrier BS, no scamming people with “No contract, no phone” holding phones hostage to boost carrier fees, etc.

    With the horrible Note 7 and the less than impressive Pixel release, Google has begun fading on me. I by no means wish to start a war here, but I think Google dropped the ball with the unimpressive release, and Samsung, Androids most reputable brands for pushing Android having such a blunder is not helping anyone.

  • hlna55

    I agree. There’s no reason for there to be a war. Much like you and many others, I could almost care less which the better “phone” is as long as they are close. All I want is service from a person when I have a problem and I don’t want the problem to take 8-12 weeks to fix.