Mainly explanation the troubles we've gone through and moving more towards asking them to have better plans to retain customers, i.e provide better alternatives to customers to at least stay with them.

Ok noted I'll firstly draft the letter and share out for comment.

You will write separately? Anyway, I've got about 8 names now, hopefully can get at least 50 to have a stronger impact

I think i will write a separate one.

Sitting alone
Watching my note 7
Thinking why oh why
Watching my note 7
Sitting alone

Damn beautiful my note 7 black onyx better than any black jet fruit

Later it becomes durian...

i am in.please pm me the details you need from me.

I wish i could keep mine till the last day.
But sadness is people around me oppose it.
Further more, i will be traveling in coming months. The hassles it will bring… etc. Make me have to let go.

my case more sad

2unit brough on forum,lose after refund - 381.8
otterbox comutter - 180
otterbox symetry - 180
other acc - 200

total lose RM 941.8

So ur seller help u get the refund?

pain die. condolences.

i learn my lesson well when i change from ip5 to note5. left with around 10 ip5 casings. so my note5 only have 2 casing. ip7 also 1 nia. my tablet use to have 8 casing.

me too. won't mind keeping a little longer.
but same too, pressure from everyone, and take flight next month, scare cannot go on board xD

Bought from original Samsung store? I bought my tough armor from 1Utama Samsung. I hoped can refund the casing.

nope~ after call samsung care line, he say can do refund at any samsung sc

even not my problem to make the lose

I see,urs is bought from sme?not sen heng or courts?

Just verified with Penang Paragon Samsung SC, able to drag until December only refund =P

1 unit from sme the mines
another unit from yes 4g kelantan

just. enough time for xmas promotion.

My first draft, if some of you can perfect it or can write a more professional feedback, feel free to take over. As not to flood this thread, you can PM me or WhatsApp me at +6010 872 2312.
I think by having the IMEI and e-mail is good enough, I'll then cc everyone who are interested.

Dear Samsung,

We, a group of loyal Samsung supporters are saddened with the unfortunate fiasco surrounding the Galaxy Note 7 phone. This is undeniably the best phone in the market and all of us love it so much, so much so that many are willing to even take the risk by keeping the phone and refused the refund. We understand the tremendous pressure and difficulties Samsung and all its staffs have gone through, and as your loyal supporters, we do feel as much pain as you.

While we fully understand that this rare incident is unintentional, we strongly believe that Samsung (specifically Samsung Malaysia) could do more for the service recovery, as all of us are the early adopters and have been supporting Samsung for a long time.

Let us go through some of the hassles we have encountered, which cost us valuable time, money, frustration and stress.

a) Pre-order process
Samsung Malaysia (SME) planning has been disastrous, never learnt from past experience which users went through during online pre-order. Many customers have spent hours (some spent more than 5 hours) to get themselves a unit, due to inaccessible website. Some of our friends have taken leave just for this pre-order but ended up failing to purchase a unit.

b) 1st replacement
Transferring of data from our old phone to the new Note 7 is painful enough, considering your Smart Switch app is not perfect which sometimes need a few trial. Moreover, as is expected with any other phone, the transfer will not be 100% and we still have to spend hours for some manual work.
With this replacement, we have to perform the transfer all over again.
To make things worse, instruction from SME was so unclear and confused so many, unlike for example for Samsung Singapore, instructions was so clear from day one. Customers faced many problems where there can’t get their phone replaced on time, some got to keep the accessories but some were not allowed, etc. SME customer service representatives kept giving different information regarding the exchange. Communication to the front liners and partners were extremely poor, as all of us received different set of information.

c) Cost spent on accessories
Many of us have spent quite a lot on accessories, such as casing, screen protector, cables and so on. All this will be wasted, as most cannot be used for other phones. We were relieved to know that Samsung gave a screen protector and screen crack warranty to us during first replacement. However, 100% of us removed the screen protector as it’s of inferior quality and affected the screen sensitivity. With the Note being discontinued now, we can’t take advantage of the screen crack warranty anymore if we’re not replacing with the Galaxy S7 Edge offered

d) Refund and new phone
We again have to go through all the troubles of returning the phone and transferring the data to our new device. This again is a time consuming process.
Many of us have either sold our old phone or gave it to someone else. If not for Note 7, we might still be using our old phones and hence do not need to incur money to purchase a new one. As most of us are your loyal supporters, we are left with limited choices, as the Note 5 is aged and the new S8 will be released very soon. We definitely will wait for the next flagship if not for the Note 7. Now, we’re stuck in between, as we couldn’t get a phone as good as Note 7, but at the same time we would very much like to wait for your next flagship phone.

Service Recovery

We’re not impressed at all with SME service recovery, offering a RM 300 cash for those who choose to replace the Note 7 with the Galaxy S7 Edge. We could easily purchase the phone at the same price or lower online.

We’re surprised that SME does nothing to retain the loyal customers, the early adopters. We would like to receive some form of compensation, just like those offered in other countries. However, we do understand that SME will incur additional cost out of pocket. We don’t blame SME. But what we’re more surprised is the lack of effort to try to retain the 8,000 customers who bought the Note 7.

It’s indeed sad that we came to know most will not accept the exchange of the Galaxy S7 Edge, for the very obvious reason, the offer is not attractive at all.

It’s indeed sad that many who have never used an iPhone before, for the very first time, chose to purchase an iPhone 7/7 Plus as a replacement. Many too decided to give other brands, your competitors, a chance.

We can’t seem to understand why would it be so difficult, to offer a more attractive package, to retain all of us. It’s not difficult, after all, we believe the 8,000 customers are all your loyal supporters. Getting us to continue using your phone should not cost you much. We believe that the direct cost of your other flagship products, such as the S7, S7 Edge and Note 5, are much lower. These are the products which you have recovered the large indirect costs incurred, i.e the marketing cost, and additional sales should have higher incremental value and higher margin to you. In fact, we would say most of us would easily be willing to swap to one of these products while waiting for your next flagship product. But again, unfortunately, you’re not doing enough.

We’re unsure if SME or Samsung Global is not sincere enough, or take for granted that your supporters will continue to remain loyal despite you not doing much to retain them.

Before we end this, we would propose a few solutions, which we think is not difficult for SME to fulfill

a) Better offer for replacement phone
SME should offer a much higher and attractive rebates to exchange to the Galaxy S7 Edge, and we strongly believe many will accept

b) Temporary phone
SME can offer us a Galaxy Note 5 or even a mid-range phone to use for the moment, and no refund required. Once your next flagship phone is released (either S8 or the Note replacement), we can swap the mid-range phone with the new flagship. In this way, you can keep the cash, no refund required, and everyone is still guaranteed to stay with Samsung

c) Offer for future phone
SME should seriously consider to have an exclusive offer to the 8,000 customers for your upcoming flagships. It’s only fair that these customers get a better offer, with either a lower purchase price or better free gifts, considering the hassle and stress they have gone through with the Note 7. SME has nothing much to lose, and you gain credits for your thoughtful gesture of goodwill

d) Cash rebate
Lastly, it will be a consolation for everyone if SME would consider compensating a small amount for the hassle, time and money spent on the Note 7.

This post has been edited by msa9696: Oct 14 2016, 09:06 PM

There's a typo. You mean Galaxy S7 Edge.

I thought it's S7E...or am I mistaken?