Here is the swap answer for N7 - What about VZW online purchases?

jdmnd2016

I don't understand where it is that VZW expects those of us who purchased N7's through them online to just return our defective device! I've been following and searching for days just to get this update which still doesn't include online pre-orders. I'm beyond frustrated as are so many. Come on VZ, you can do better than this! Make an official statement as to how we are to return devices that were shipped to us. Shall I just go out on my porch and throw the defective device in the air and hope that one will come back to me? We purchased two of these N7's and we all deserve much better treatment for an issue that is not the fault of your customers. Seriously, please get it together. It's awful that all of the inquiry's on this forum which is moderated by VZW customer service only have ONE reply. ONE! Get it together VZ, we as loyal long time customers deserve better than what you've put out there. Or HAVEN'T put out there. ... smh

The U.S. Consumer Product Safety Commission has announced that Samsung is recalling its Galaxy Note7 Smartphones and told consumers to "immediately stop using and power down" the recalled Note7 devices purchased before 9/15/16. On Wednesday, 9/21/16, Samsung's new Note 7 will be available. Verizon strongly advises that you replace your current Note7 with a new Note 7. Verizon is waiving the restocking fee when you return or exchange the device to the location you purchased it from. For your inconvenience, Samsung is providing $25 off any accessory or a $25 bill credit. Learn more at www.Samsung.com/us/note7recall/ or http://www.cpsc.gov/en/Recalls/2016/Samsung-Recalls-Galaxy-Note7-Smartphones/

Accepted answers

lynne_vzw

The last thing we ever want to do is leave an unsafe device in a customer's hands, habana. Let's ensure you can get your exchange right away. Our corporate stores are being equipped with sufficient stock to handle all the exchanges that are necessary as early as today. You can stop into any location to get a new device, and have your data transferred over. What is your zip code so we can find the closest location to you?

LynnD_VZW Follow us on Twitter @VZWSupport 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!!

All comments

IncredibleJedi

Your quickest and safest bet for doing a direct exchange is likely going to your nearest corporate store when the new N7's arrive, and then just doing a direct exchange. There will likely be an option to ship back out old N7 device, but I don't think those details have been hammered out specifically, yet.

If you're able to make it over to a corporate store, I would go that route. As inconvenient as it may be, it gives me peace of mind knowing that I am dealing directly with staff over having things out of my hands for a couple of days. I imagine it does for a few others as well. Samsung likely has shipped more than enough stock to their carriers for replacement devices as they want to do exchanges and allow other customers to purchase new N7 devices to turn around their losses as quickly as possible.

To confirm that the corporate store you chose has N7's available for exchange, you may call up that local store, and then press "3" when the automated system kicks in, which will then transfer you to the store directly.

jdmnd2016

Thank you, most appreciated. I was thinking that will be the best way to go and if for some reason we are refused we'll have to find another route. We are in Southern Maine and there aren't a whole lot of choices for Corp. stores but fortunately their is one within reasonable distance.

habana

The website tells me to call the 800 number and ask for the replacement since they are not maling the replacement unless you request another note7. The 800 mumber tells me that I have to wait until the 21 to put the order and the corporate store tells that they don't know if they are going to get enough units or color. NOW THEY ALSO TELLS ME THAT THEY WILL NOT HELP IN TRANSFERRING THE INFORMATION FROM THE OLD ONE TO THE REPLACEMENT AND I HAVE TO SURRENDER THE OLD ONE AT THAT MOMENT. SO I WILL LOSE ALL THE INFORMATION THAT IS NOT IN THE CLOUD. I RETIRED FROM VZ AFTER 30 YEARS AND THIS IS NOT THE OLD VZ. SHAME

MATTressInsptr

I spoke with Verizon employee accounts on Friday 9/16/16. I was told I must call Verizon on 9/21/16 and request an exchange. New one will be sent and I will return defective one one it is received.

JOHHAM55

I pre-ordered my Note 7 online also and was as confused as you are because we were getting NO information. After many calls and quite a bit of BOGUS information this is was what I did. First deal with a Corporate Store (just because it has a Verizon sign doesn't mean it is Corporate). Make sure you have all of the stuff that came in the box together with the phone and take it to the Corporate Store. You can trade it in there for a new phone or refund. I turned in mine and got the S7Edge temporarily until the Note 7 is released again. There are NO LOANER phones, you will pay the monthly fee on the phone you get. Supposedly the new phones will be available on Wednesday the 21st, I just got off the phone with the store and they told me they have gotten no news and no directions as of yet on the Note 7.

MATTressInsptr

Update from my 9/18/16 post

I decided to call this morning to see what was up even though I was told to call on 9/21/16.

Rep was very nice .. She credited my account for cost of phone. She said she couldn't put though order for new phone today but will call me on Wednesday 9/21/16 @ 8:00 AM to finish transaction with me..

Happy with call

sztheday2006

So is this solution available only for VZW employees? When I've spoken with customer service via phone and chat, the only option I was offered was to go to a corporate store even though I ordered online. Called both of my stores within a 50 mile radius and both told me that "there is no word on when the replacements might be available and we have no set date". I informed them of the Verizon statement that I received via text on 9/15 stating they would be available on the 21st and they said, "huh, we haven't heard anything." Almost word for word from both stores. I asked if I could get on a list for notification and was looking for a replacement for my blue Note and each sort of chuckled and said "good luck. We rarely got any in blue and just one or two per shipment", thus me ordering it online. Would be great if we all could exchange the same way.

PMDEL844

sztheday2006, I called VZW on Friday and was told there would be no shipping out of replacement N7s for anyone (like me) that ordered online. The rep said the phone wasn't safe to mail back, so I had to go into the store. Now, NO ONE has said the phone explodes from a powered off, cold state - so this statement is ludicrous on its face. I avoid VZW stores at all costs; have never had a satisfactory experience and a visit is always very time consuming. That is why I order online. The VZW recall statements all say to return the way you obtained your phone - so for me, that is online.

Are you a VZW employee, or did you do anything specific to reach a rep that gave you this info? I'd like to call back and deal with an equally well informed VZW rep, but there is no guarantee you will reach one when you call in randomly.

Thanks.

lynne_vzw

sztheday2006

i was just inquiring as to Matt's comment above ("I spoke with Verizon employee accounts on Friday 9/16/16") and it looked as if they had a different exchange process for Verizon employees and wondered if that was also available to non-employees. It looked as if the response he got was wildlly different than the one those of us that ordered online and inquired about a mail exchange had received.

PMDEL844

Doing this on my mobile so I can't reply to those who responded to my question below sorry. I spent about 30 minutes with a polite Verizon rep on the phone about an hour ago and ultimately was told to call tomorrow, the 21st, 2:02 a.m. replacement Note 7 and have a box sent to me to return the old device. She said they would of course waive the restocking fee and issue the $25 credit as well but I had to ask them to do that tomorrow. Doing it this way requires you to pay the tax again if you did the monthly payment option, but they refund that when they receive your old device. Seems many of us are being told various things but when I stated I had read that a Verizon employee could have the replacement order done this way, she put me on hold for another 10 minutes and ultimately I got the answer that they would indeed send the device out. This only makes sense as they were telling us from the beginning to return the device to the same place you originally obtained it, and I always use online orders because the stores are a nightmare. My best suggestion is to wait until tomorrow to call and say that others have been told this so you want the same consideration. That's what I'm doing and they noted my call today in their records so I'm hoping it works. If not, I'll be back on here to report that it was unsuccessful.

CYNTHO91

Have you called any of the stores? I have..... and they all say either " we have no idea about the phone coming out on September 21", or "yes we are getting a few on the 21st but don't know when or how many, " I even had one store tell me they were getting 9 note 7's........9????????? I called 12 stores in two cities close to me, and it seems like they got an email on what to say.

JOHHAM55

OK, so I am at the Verizon Corporate Store right now talking to the Sales Representative. This is the store where I brought my Note 7 for a "pay for loaner phone" temporary trade-in. Here is the latest. "The phones are supposed to be here tomorrow, we do not know how many we are getting, and they are for sale to everyone on a first come first serve basis". So, I ask what about the people who previously bought the Note 7, including those who still have the phone. All she could do was shrug her shoulders and say she didn't know. Now I don't blame these sales reps at the store they have been great, they are doing their best with very limited support from Verizon, but I live 30 miles from this store and it is the closest one to me, I will be back tomorrow after work and if I cannot trade my phone for the Note 7 I will give back the S7EDGE (I just got it last week) and look at other options. Maybe AT&T will have it in stock. Just sick and tired of the whole deal.

CYNTHO91

Fyi johham55 I've called 10+ corporate stores and they all, pretty much word for word, said exactly what you just wrote.... kinda funny......

JOHHAM55

It just seems to me that all of this talk about "The Safety of our Customers" is a load of crap! If the safety and concern of their customers was first and foremost they would be more interested with getting those units out of people's hands and supporting the customers they have sold the Note 7 to already.

KinquanaH_VZW

I'm truly sorry about the experience you had at the store location. The exchange should be easy and painless because we do care that our customers having a working device they love. We also want to make sure you remain a happy customer with our family. We don't have information about the number of phones each store will receive, however, the representative should process the return and new phone purchase with no issues or inconvenience to you. If you continue to have issues once they receive their inventory of devices, please contact us by phone and we will discuss the best way to exchange your phone.

KinquanaH_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!!

lobro1023

I just got through speaking with a Verizon rep on the phone. The man I spoke with was very helpful & more than happy to assist me & my husband with getting our replacement Note 7s. They should arrive by Friday. I did have to pay sales tax again, but he said that it would be refunded once they receive the recalled device. I am very satisfied.

MAXSMOM382

Verizon has been done a poor job on this one. There is no consistent information on this process. I could understand customer service representatives in the beginning not having all the answeres but now 2 weeks later they should know what the replacement process is and be able to relay that to customers instead of placing them on extended holds to only come back with no information. Yesterday I was so pleased that 2 different representives confirmed that I would indeed be able to exchange my Note 7 via phone and it would be mailed to me but that I would have to wait till rge Morning of the 21st to do so. WELL I have spent the last 1 1/2 hrs getting the run around again. People who work can not leave their job and spend 2 hrs in Verizon and is why we ordered online in the first place. Verizon store takes hours and is not an option for many of us This is NOT the service I expect from Verizon.

MAXSMOM382

I was told the same but now they are refusing to send them out. They are recannting statements and saying you have to go to the store. Verizon has not done a good job on this one.

amberf_vzw

We would never want to give you the run around Maxmom32. I understand the importance in making sure that you get your revised Note 7. Have you been able to make it at the store?

AmberF_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!!

sturner888

The primary reason I ordered online is because I'm disabled, and it's quite difficult for me to go Anywhere. . . After a week of being told by Verizon that my ONLY option was to exchange at a store, I finally had some luck yesterday!

After some polite persistence, and striking out with the first 2 reps I spoke with, the third time was the charm! Not only did Valerie have my replacement and return packaging shipped Yesterday, she Also went ahead and credited the sales tax and first payment from the original purchase! I'm just happy that I finally reached someone that was willing to make the effort to do some digging and make it happen. Her company, through their poor planning, should've Never put her in the position where that was even necessary! I'm also glad I'll have both phones at hand, so I can transfer my data/settings in the comfort of my recliner! versus being rushed in a crowded store. Looking forward to the new phone, which is scheduled to be delivered by 11am tomorrow (Thursday).

MAXSMOM382

I was posting over frustration of inability to go to the store and Verizon recantinng previous statements made to me of mailing my replacement. So no I have not been to the store. Please review your staff is very inconsteint on the handling of this. This forum is full of the people expeirencing the same problems. A very few lucky ones have had their device mailed.

MATTressInsptr

I am with an employee account. I called today. New phone was shipped and should receive Friday

Pipeweld

I called today, and they said they would send me a new one through the mail.

jdmnd2016

I suggest you read the whole thread and take notice of the other two CSR's that have also given half canned answers, just to my post. Which once again leaves me wondering what I am to do. We live in a small part of Southern Maine and there is only ones store nearby which is a 40 min drive. We have a very sick dog at home and other things going on like all humans do. Seriously after waiting patiently, reading all information coming into this forum, statements from other tech sites, statements from Samsung and also CPA, I am stunned that even in this one thread let alone the many, many, that posted under N7 recall, none of us are getting the same information. Many of us are really trying here to be patient and give it time but we are not being treated fairly at all and we deserve better. Since I am replying directly to you, maybe you could just clear up some of this now, instead of waiting for more of us to comment and another CSR coming on with a different canned answer. Seriously, VZW you need to do better by all of us here and selling to new customers when Samsung sent out 500,000 new units for carriers to TAKE CARE OF RECALL CUSTOMERS FIRST. So, please. Reply. Do I go to the store or not as we ordered two N7's online and have hung on to them waiting for a SOLID answer. We also used our upgrades and traded up our phones for a discount and the last thing we need right now is VZW making money off our misery and charging us as we are setting up a new account. We have a very ill dog and she needs that money to survive... thanks.