[T-Mobile Note 7  Questions & Answers] Intub8:
This is how I would handle it at this point. Go to the place in New Jersey. People typically act different when they have someone in front of them. If they still refuse to help you call the local police department and request an officer. Ask the person who refuses to help you for the address (even though you already know the address). Tell them you are calling the police and ask them if they would like for you to wait outside until they arrive. Don't call 9-1-1 but call the non emergency number and simply tell the dispatcher you would like an officer to respond for a customer management dispute. Give them a very brief description but also give them the name and title of the person refusing to help you even if they don't ask you for that person's info. Also when you call make sure you state that you are at the Samsung corporate headquarters. It is very important that you be calm during this phone call and you will understand why at the end. Be prepared to wait a little while. A customer management dispute is low on a police departments priority list. This time is good because it gives the corporate time to think about how far out of control it has already gotten.

Step 2. They still refuse to help you and the police have arrived. Now you explain to the officer the situation. The officer is going to hit on key words that you use like "they are refusing" "safety recall" "it's been all over the news". Make it clear that "John Doe" at Samsung is refusing to exchange your defective phone and several people have already been injured. All you really want this officer to do is to document everything thoroughly for you. He will then go inside and speak to the other person. Before the officer leaves you want to ask a few more questions. 1. How long will it be until I can obtain a written copy of the police report?

2. What is the process to obtain a copy of the phone call under the Opra act.

Now if the problem is still unresolved you are going to do the exact same thing at a Verizon wireless store. I would suggest you do it in a different town because you don't want to get the same officer.

In 3 to 5 days you can get copies of your police reports and the phone calls generally have to be completed in 15 days per the Opra law in New Jersey. Now that you have everything you want to begin plastering that stuff all over social media , Facebook, Twitter, YouTube, anywhere you can in view of the public. Reach out to the local news companies first like 3,6,and 10. What you want now is for someone from a news agency to contact the person whose name you gave on that recorded police line. The last thing samsung wants is any more bad press about their recall so you need to use this to your advantage. Never say to anyone that you are going to get a lawyer or sue them because that will shut everything down and they will be less likely to help you. Expect it to cost you about 30$ for 2 recordings and 2 police reports. Hopefully it gets resolved before you even need the report.

Last resort you may have to take samsung to small claims court. Every state has a claim maximum for small claims , in NY it is 5,000$ and it cost 35$ to file it. Samsung will likely not show up and you will win by default.

Good luck.