What is going on with the recall?

Everyone who's posted on this recall is well aware of how wildly different the answers are that we are given to our inquiries - no two people seem to get the same information from Verizon. And yet, they wonder why we keep coming up with more questions?!? This "recall" has been terribly executed, and has left many people in the dark and still holding onto the very devices they seek to replace.

I've gone in twice to my local corporate Verizon store to get a loaner phone, and have been denied both times. Actually, both times I've been advised to KEEP my Note 7 because the "danger has been blown out of proportion". Why in the world would Verizon's own employees say that?

Either publicly or privately, I would like to hear from Verizon, addressing my issues and concerns about uniformed staff & misrepresented policies.

Accepted answers

RandomKoreanGuy

The recall is official. Here's a link to the government site: http://www.cpsc.gov/en/Recalls/2016/Samsung-Recalls-Galaxy-Note7-Smartphones/

Samsung Recalls Galaxy Note7 Smartphones Due to Serious Fire and Burn Hazards | CPSC.gov

The date that has been verified by Samsung and multiple carriers, including VZW, is the 21st. This is the day that they will supposedly have enough supplies of the fixed Note 7 to replace every single one en masse without any delays or hiccups. I have a text message from Verizon verifying this and urging me to exchange my phone (and please turn it off because safety and don't explode yourself etc). at roughly this time. If it happens earlier (or on time or even late) I suspect the media will explode with coverage announcing it.

So barring any complications, it seems like Wednesday will be D-Day and we'll all finally be able to put this to rest.

All comments

JDHart4886

Agreed! I was advised by a store manager that it is such a slim risk that it would be smarter to keep my note 7 instead of worrying about the hassle of exchanging twice. I don't know if its Verizon that cant get their story straight or if Samsung is making this process 10 times more difficult than it needs to be.

indianafanatic68

I called Verizon customer service yesterday and they had an exchange S7 Edge on the way to me in less than 30 minutes. When I get that phone via FedEx tomorrow, I just need to send my Note 7 back to them within 5 days. Once the new Note 7s are out, I just have to reverse that process. Don't waster your time in the stores, call call Verizon and they will take care of you.

I had to pay tax on the S7 Edge, but they credited my bill for the tax I had already paid on the Note 7. There will be no restocking fees involved at all; this is part of the recall plan they actually have in place. The store employees are acting against instruction, so save yourself gas money, anxiety and time by just giving Verizon a call. If they tell you to go to a store to do this, tell them that your store refused. No problem.

Gabbo

Funny. I called Verizon support and they told me to go to a store and my local stores are not participating in giving out loaners nor the $25 bill credit that Samsung says we get for the inconvenience.

kenquig

different than my experience with them. They said go to my local store.

RICWOL93

See the quote and full article from Business Insider below. I chatted with A Samsung rep to see if i could get the same info out of them, but no shocker, that info hasn't trickled down to them yet.

"In a statement to Business Insider, Samsung said replacement Note 7 phones will be in retail locations by September 21."

http://www.businessinsider.com/samsung-galaxy-note-7-recall-2016-9

RICWOL93

T Mobile has also made a statement verifying the Sept 21st date. This is looking promising.

https://newsroom.t-mobile.com/news-and-blogs/samsung-note7-update.htm

tikibar1

It's also posted on Samsung's site (updated today):

Galaxy Note7 Safety Recall and Exchange Program

Our first priority will be to provide exchange program participants with a new Note7 as approved by the CPSC. New Note7s will be available at your carrier and retail outlets no later than September 21, 2016

Gabbo

It's incredible how much better T-Mobile's communication is regarding this recall. Verizon just links us to the Samsung page that their stores act like doesn't exist.

TLEON996

Saw that too, hoping an official word will come from Verizon soon.

Pitschn

1. Emails and messages from Verizon to exchange phone asap.

2. Went to local stores and get told not to worry and won't exchange phone.

3.Verizon starts deadline to exchange phone, yet again get pushed out of the door at store when try to ask for loaner phone.

4. Samsung provides link to exchange program for Verizon and it's just a link to buy the phone lol

Verizon is acting shady and should be investigated for not helping the customers.

RandomKoreanGuy

The recall is official. Here's a link to the government site: http://www.cpsc.gov/en/Recalls/2016/Samsung-Recalls-Galaxy-Note7-Smartphones/

Samsung Recalls Galaxy Note7 Smartphones Due to Serious Fire and Burn Hazards | CPSC.gov

So barring any complications, it seems like Wednesday will be D-Day and we'll all finally be able to put this to rest.

TLEON996

Got the same text, but mentioned that supplies will be limited so check with your store. I'm going to contact them in the morning, hopefully I can reserve one.

AMICHAUDJR

I am seeing that on September 21st the new note 7's will be available. I'm wondering if you go to the store at this time they will exchange it or if you have to have it shipped. I know my store never had any phones in stock and that is useless. Why even have the store. I will want my blue note 7 again. I hope they got this down

jenniferh_vzw

I want to be sure you all have safe phones in hand as soon as possible and I appreciate all your patience while the revised version was developed. We are expecting the revised Note7 devices to be available starting on September 21 as you mentioned. All the details regarding the recall as well as the exchange can be found at http://www.verizonwireless.com/support/samsung-galaxy-note7-recall-faqs/ .

JenniferH_VZW

If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

tstorrs76

FYI if u own a note 7 an plan on returning it wed it is first come first served, so if u have a special color u might not get your color back. I talked to corporate store rep an a online specialist today.

TLEON996

My local store, a Verizon branded but not corporate store, is not aware of replacement Note 7's coming in. If my local store does not get them, can I go to a different store to get it exchanged, like a corporate store?

JSM71

"Please visit your local Verizon Wireless Store or, if purchased from an Indirect Agent please visit that Indirect Agent Store, to return or exchange your Note7 device. Bring your device, charger, accessories, packaging, and receipts you have to process your return"

Still not [Removed] for the best customers who pre-ordered and bought online, who have been refused a return at the corporate stores. Way to go Verizon. Strike 7.

Profanity removed as required by the Verizon Wireless Terms of Service

Message edited by Verizon Moderator

Jladner

I went to my local corporate Verizon store last Friday 9/16 and they told me that they would have the new note 7 for exchange on 9/19. I went today (9/19) and they agent told me he was not sure when they would get it - he said Samsung said the 21st but he does not know when the stores would actually have them. He told me to keep my phone for now (not to get a loaner) because there is only a very small chance of me having a problem with my current Note 7. I told him that is not what Samsung wants me to do with it - then he said he was an Apple guy and really doesn't know much about the Samsung recall.. [Removed]

Profanity removed as required by the Verizon Wireless Terms of Service

Message edited by Verizon Moderator

Tim_S-note7

Since the recall becoming "U.S. official"; I caved and took my N7 back to Best Buy, where I got it since they had them in stock unlike the 2 local Corp stores I checked, on Fri 16th. I spoke with Verizon Support to make sure they would be able to exchange/ and then re-exchange once the approved N7s arrived, which they confirmed..

Of course the guy at the Samsung desk there said he was unsure if they (BB) would allow a re-exchange, and further advised that he's been telling n7 owners to hold onto their devices.

The exchange went well, and the S7 edge is alright I guess. Hopefully my next visit will go just as well.