Note 9 SM-N960F single sim swap

[Fish]

I have got a uk note 9 but it only have one sim-slot, not dual-sim.. is there anyway I can contact Samsung to swap for a dual sim one please??!! 

[BandOfBrothers]

Hi @Fish

Does it definatley not say Duos on the packaging? 

Look in Settings to see if an option called 'SIM card manager' is there. 

The model number you quote in your thread title seems to suggest it's a duos version. 

Where did you buy it from may I ask  ?

I bought mine from my local Samsung Experience Store in the UK and is dual SIM as that's the version they only supply now. So it takes x2 Sims or x1 SIM and a Sd Card. 

If your still within any relevant cooling off period then you'll be able to return it. 

[DannyT]

Hi there, @Fish.

Have you managed to get this sorted out yet? Did you purchase this from Samsung direct?

You should still be in your 14 day's cooling off period like @BandOfBrothers said, and so you should be able to return and swap for the dual SIM.

[Fish]

No I haven't. I have contacted the customer service. They said because I didn't buy it directly from Samsung website, they can't swap it for me.. 😞

[DannyT]

@Fish - In that case, we'd advise you to speak to the retailer you purchased it from. They should have a similar returns policy in place, and should be able to offer a replacement.

Do let us know how you get on.

[Fish]

Hi Danny,

I have tried that, they said they don't have dual-sim version, and they don't swap for that reason even if they do... 

I even still have the initial protector on the phone, and other accessories are untouched..

[tf2006]

I had a similar incident. I asked Samsung chat if all the Note 9 in the UK were dual SIM. He said that was the only type Samsung will supply in the UK. I asked if that was even from Mobile operators. He said yes. I kept the chat log. I ordered one from Sky mobile and when it arrived it was single SIM. I contacted Samsung and forwarded the chat log and said I'd like it swapped as I was given wrong information. They said it was up to sky to do that. I pointed out they said they don't do dual SIM phones. I asked for a call back from the UK customer services. They called me back and said they would make sure their people gave the correct information in future. I said I'd like the phone swapped as I missold   after wrong information from Samsung. She said that was not going to happen I should have gone to a Samsung shop and asked them. There isn't one near me and the Oxford Street store is closed. She said they still won't swap it. I said but your staff are accountable for knowing the products they sell and you are accountable to deliver what I was told. She then said " Samsung are not accountable to anyone." I said that was a hell of a statement and all companies are accountable. She just repeated it again. 

I emailed the CEO of Samsung UK giving the chat logs and wage she said on the phone. I never had a reply. It seems they all think the same. 

I returned the phone to Sky

[Fish]

That's very disappointing. I had similar experience. I have contacted the online customer chat service, called the star service, went to the Samsung Support Centre in Glasgow. They told me all the note 9 in UK are dual-sim, and there is nothing they can do to swap a dual sim for me.. 😞 

[tf2006]

Well we shall see how accountable they are if that case in New York is proven or more start doing it! 

[BandOfBrothers]

I assume the Samsung agent thought the company supplying the Samsung Phones to you were sourced from them. 

This from past experience isn't always the case as some source the phones from elsewhere so variants and specs can differ. 

The Note 9 purchased directly from Samsung UK are all Duos Hybred Models. 

Samsung UK are responsible for purchases made directly from them to which they can give advice on. 

A person not going directly through Samsung should imo acquire the specs info from the seller before entering into an agreement. 

Some good info is in Consumer Rights Act 2015.

Then if the specs don't match what the seller has quoted then a case can be brought. 

If the seller does not have a Cooling Off Period in their Terms and Conditions then unless they budge and give a Goodwill Gesture then if having the requirement for x2 Sims model is a deal breaker then you may have to consider selling that one and purchase a model direct from Samsung. 

The issue raised recently in the States with a Samsung Note 9 incident is sketchy at best with the details released in a media newspaper article. Myself thoughts are with the owner and hope this is an isolated incident.