Help White Galaxy Note Back Issue

[chrisjj13]

Hello all (sorry for being one of those one post-guys!),

I bought my White Galaxy Note on April 1st in store. After getting it I was playing around with it that day and the next day and I noticed the upper-right area, to the right of the camera and flash, on the back cover there seems to be a little creak where the cover isn't fully connect to the phone like the rest of the cover is. I went back in on the 3rd to see if the salespeople would take of it for me. The guy played around with it to no avail. I went back in on the 7th and they sent me over to another store to get a new back cover. I noticed it was still doing it, only a little worse with this new cover.

I went into the store I originally bought the phone from and asked if I could exchange it out for another Galaxy Note, as it appeared to be an issue with the phone itself, not just the covers.

The assistant manager went on to tell me he could A) Wait for a new shipment to come in and give me a replacement back cover, to which I responded that I'd already been given a new back cover and it didn't work; B) He could give me a new Galaxy Note but then he would have to charge me the restocking fee of $35.00

I told him I wasn't going to pay a restocking fee for having been sold a phone with an apparent issue. He said 75% of the Notes that go out have the same problem (even despite me playing around with the two Black Notes in store that did NOT have the same issue). I then said if not ALL the Notes have the problem, then I would like one that doesn't have the problem. I told him I didn't pay $300 for a phone that creaks and isn't completely secure. He said there is nothing he can do without charging me the restocking fee in terms of getting a new Note. I said I would like to speak to a higher up manager and asked for his name and number a couple of times; to which the assistant manager replied I could either give him my name and number OR he would ask me to leave.

Am I crazy or does anyone else have this similar problem with their White Note?
What should I do?
I can't find a good number or email address on AT&T's website to contact, and I doubt I will get a call from this mysterious general manager.

Thanks for reading!

 

[kcs7272]

Hello all (sorry for being one of those one post-guys!),

I bought my White Galaxy Note on April 1st in store. After getting it I was playing around with it that day and the next day and I noticed the upper-right area, to the right of the camera and flash, on the back cover there seems to be a little creak where the cover isn't fully connect to the phone like the rest of the cover is. I went back in on the 3rd to see if the salespeople would take of it for me. The guy played around with it to no avail. I went back in on the 7th and they sent me over to another store to get a new back cover. I noticed it was still doing it, only a little worse with this new cover.

I went into the store I originally bought the phone from and asked if I could exchange it out for another Galaxy Note, as it appeared to be an issue with the phone itself, not just the covers.

The assistant manager went on to tell me he could A) Wait for a new shipment to come in and give me a replacement back cover, to which I responded that I'd already been given a new back cover and it didn't work; B) He could give me a new Galaxy Note but then he would have to charge me the restocking fee of $35.00

I told him I wasn't going to pay a restocking fee for having been sold a phone with an apparent issue. He said 75% of the Notes that go out have the same problem (even despite me playing around with the two Black Notes in store that did NOT have the same issue). I then said if not ALL the Notes have the problem, then I would like one that doesn't have the problem. I told him I didn't pay $300 for a phone that creaks and isn't completely secure. He said there is nothing he can do without charging me the restocking fee in terms of getting a new Note. I said I would like to speak to a higher up manager and asked for his name and number a couple of times; to which the assistant manager replied I could either give him my name and number OR he would ask me to leave.

Am I crazy or does anyone else have this similar problem with their White Note?
What should I do?
I can't find a good number or email address on AT&T's website to contact, and I doubt I will get a call from this mysterious general manager.

Thanks for reading!

There is absolutely no way you should pay a restocking fee. You are not over your time to return and you are not exchanging it for a different model. You are trying to get a non defective unit. Go to another store or call customer service.

 

[damewolf13]

Wow! That manager sounds like a total jerk. We have one of those at my AT&T too, unfortunately.
I have a white Note, and no issues of that sort at all.
I am sorry that you are having an issue with yours.
I agree that it doesn't sound fair that you would be charged a restocking fee for this issue, but unfortunately, that is the same kind of treatment I recieved from the AT&T where I purchased an Atrix that had issues, and there was NOTHING that I could do about it.
I wish you luck in resolving this issue.

 

[chrisjj13]

Thanks for the replies and reassurance. I couldn't believe he was the manager. It just seems absurd to me to try to charge me a restocking fee for a phone that was sold to me defective. And for him to try to tell me it wasn't broken, but a normal thing.

I think I will try to go to a different store.

Thanks again

 

[Talderon]

Be sure to get that manager's info and complain to Customer Service (611 from your phone).

 

[kcs7272]

There is no way you have to accept that answer. For the biggest reason it's wrong. Like I said go to another CORPORATE store and or call customer service. If you keep running into idiots keep trying, also ask to speak to the loyalty dept.

 

[roidroid]

I'm furious right now after reading this. You absolutely have 30 days to return the phone with no restocking fee. I just returned 2 phones and upgraded to the note. I wasn't Happy with the 1st two. Not once did anyone even mention a restocking fee. They always try to give you some BS about the system not allowing it. That's Simply not true. They can do whatever they want. They could even take a return after 60 days if they really wanted to. Every store is different. They all have different rules that they play by(not at&t rules)....... The rules that the manager puts in to place to make his or her wallet thicker. The thing is defective. There's nothing wrong with a bunch of notes. The Guy was full of it. I would try one more time and let him know that you will report him if he doesn't replace the whole phone right there on the spot. Ahole managers drive me nuts. Whoo! I really went crazy there...LOL..one of my pet peeves.

 

[Mr. Ed]

quite a few notes have had this issue... mine (white) just started doing it recently.

 

[roidroid]

I would like to think if it was defective from the get go or breaks within the 30 day return policy, that At&t would not charge a restocking fee. If it was damaged because of misuse then it would be up to the manager. I'm going to assume that Samsung's warranty would cover defects after the 30 days. Either way, customers should never have to pay for a defect that they didn't cause. These companies make billions of dollars a year and they're going to break your chops over $35! Even if a bunch of notes are defective, it doesn't mean that you have to be responsible for that defect. I hope you were able to get a new phone for free without any defects.

 

[James4455]

I have been to two stores that have the Note on display where customers can play with it. One of the stores (Best Buy) has a unit that the back will not stay connected. The sales staff stated that this is due to the security system that is attached to the back and that there wouldn't be a problem with a phone that is used without the security system attached. It appears that this is not the case. I have heard of several that have a problem with the backs not fitting correctly. I am concerned about this and now question whether I want to switch to the Note.

 

[roidroid]

I haven't had any problems with the back cover(yet). Even if I did I wouldn't notice due to the fact that I have a case. This is definitely an issue and should be addressed by Samsung. Obviously you can check it at the store before you leave, but if it's a problem that arises later then your in the same boat as the OP. Since every corporate store has different policies, you may get screwed with the restocking fee. I would definitely take the chance if you want the big screen. No other phone can compare in size and performance. If size isn't an issue and you're looking for performance alone, then I would get the s2 or wait for the s3(buttery smooth). The skyrocket is always an option too.

 

[kcs7272]

Pre ordered the white Note no problems. Switched it for the blue/ black model again no issues. Sold my Note left AT&T then came back and bought a brand new Note on Ebay. Again no issues.

The back is different, you have to work around the edges a couple of times to make sure it is all clicked in place. I think some people may be bending or breaking some of the tabs unknowingly.

When the back is on correctly it almost looks like it is non removable and it's very sturdy. Samsung used this back on the Galaxy Nexus they call it hyper skin. I like it.

 

[chrisjj13]

Well, again wanted to thank everyone for their replies and assurances and info. I tried a few stores and tried contacting Samsung via Live Chat. Every AT&T (all corporate) told me they would charge me the $35 no matter what, even despite my saying that AT&T supports TOLD me it was a store-by-store basis. I filed a complaint with AT&T Customer Service on the original Assistant Manager I talked with. Aside from everything else about the situation being ridiculous, that gentleman shouldn't be in sales.

All in all, I gave up and went in and paid the $35 for a new Note, but this time went with the Carbon Blue model. This just deepens my cynicism with corporate greed. Ah well. I feel like, if a car dealership sells me a lemon, do I have to pay the dealership to return my car? Absolutely ridiculous. I do plan on following up and trying to get in contact with AT&T Corporate Corporate, not just a store. Something needs to be done.

I guess in point, for every amazing, unprecedented technology competitive capitalism gives us, there is a greedy, piggish corporation alongside it.

Thanks again everyone for your replies! I appreciate them all.

One last question, actually... does anyone know which states prohibit the $35 restocking fee?

 

[kcs7272]

Well, again wanted to thank everyone for their replies and assurances and info. I tried a few stores and tried contacting Samsung via Live Chat. Every AT&T (all corporate) told me they would charge me the $35 no matter what, even despite my saying that AT&T supports TOLD me it was a store-by-store basis. I filed a complaint with AT&T Customer Service on the original Assistant Manager I talked with. Aside from everything else about the situation being ridiculous, that gentleman shouldn't be in sales.

All in all, I gave up and went in and paid the $35 for a new Note, but this time went with the Carbon Blue model. This just deepens my cynicism with corporate greed. Ah well. I feel like, if a car dealership sells me a lemon, do I have to pay the dealership to return my car? Absolutely ridiculous. I do plan on following up and trying to get in contact with AT&T Corporate Corporate, not just a store. Something needs to be done.

I guess in point, for every amazing, unprecedented technology competitive capitalism gives us, there is a greedy, piggish corporation alongside it.

Thanks again everyone for your replies! I appreciate them all.

One last question, actually... does anyone know which states prohibit the $35 restocking fee?

That is such a crock! I ordered my first (white) Note on line, decided I wanted the blue went to a corporate store and exchanged it with no fee. The rep said if it was ordered online there was no fee. Translation, they can do what ever they want. Keep fighting it's the principle now.

 

[KupKrazy]

This makes no sense to me. AT&T has a 30 day policy where you can return the phone and cancel the new contract, no? Am I mistaken? I thought that was one of the things they promote?

 

[roidroid]

They have a 30 day return policy on equipment and a 14 day policy on contract reversals(See what they did there? Return your phone on the 15th day and your stuck in a 2 year contract with no phone. Now you have to buy one for full price. Of course you can do an exchange after the 14th day). I just returned my infuse on the 2nd day of owning it and upgraded again to the s2. I then returned my s2 on the 14th day. They took the phone back, reversed my contract and I bought a note outright with no contract renewal for 60% off the msrp. I paid $250 before taxes. I was unhappy with my 1st 2 phones(not really. I just got bored and wanted the note). Long story short, I never had to pay a restocking fee and ultimately purchased a phone off contract for less than I would've paid on contract. It all depends on the rep and the store policy. They're all different and they can do anything they want if you catch them in the right mood. Every customer should be treated the same. Like a paying customer!

 

[roidroid]

I hate to say it, but I just took my case off and the top right corner of the battery cover is lifting a little. Guess the manager wasn't lying about it being an issue. Karma's a bitch.

 

[Talderon]

I bought the White Samsung OEM Flip Case and the back does NOT have an issue with this. I put the original on and found that it didn't fit as good, but not ban enough for me to want to replace it.