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Note 7 Exchange CONFUSION.

I purchased the note 7 about 2.5 weeks ago once they were re-released from the 1st recall. Now they are telling us to power them down and return them. So i called verizon first and they told me to bring it into a corporate verizon store and they would exchange the phone for a new one. plus the reimbursement for price difference and a refund on all note 7 specific accessories, which i have a case and class protector that equaled about $100.00. Great.

I went into the verizon corporate store in patchogue long island and was told that they would not accept the phone back because they dont want them and that verizon is not asking for them back this time. but that my phone was out of contract and i could upgrade. great. the only problem is the refund would not be refunded by the store but by verizon itself and they have no idea when that return would be transactions back to my account. So therefore I would have to spend another $500. to get another phone today. as well as purchasing the accessories. not to happy to hear about that. so i left the store.

Now I'm a bit confused so i called verizon again. the guy told me that the store was correct that they would reimburse the price of the phone it could take up to 3 weeks to appear on my account. which I'm not happy about because i need that money to purchase a new phone so I'm basically stuck with a phone that could explode. and additionally he said that verizon WILL NOT accept accessory returns they would only credit my account $25.00. Which isn't even the price of a phone case. So that REALLY is aggravating because I just purchased the accessories and now they are useless and I can't even return them. he also noted that the phone must be returned and that all stores are required to accept them accept the store i just left wasn't accepting them.

Would love to get a bit more clarification on what exactly is happening and how to not loose money on a product defect.

Comments

Acrillix

They are correct. While there is a risk of the device becoming a hazard, it is important to remember this is not mandatory. The recall states you are able to return the Note 7 to any VZW Corporate location for a full refund. Any accessories you may have purchased could potentially be returned to the place you bought it from. The recall is for the device, however I would try selling the accessories online.

judymcb

Yesterday, Tuesday, I received a text from Verizon stating that the most efficient way to replace my Note 7 (#2 as I had already exchanged one after the first recall) was to do so online rather than visiting a store. So I went into my account and sure enough my Note 7 was listed as being ready for an upgrade. I selected a S7 Edge, added it to my cart and went to check out. And there was a $40 upgrade fee added to the cost of the phone. Called *611 which goes straight to Verizon's customer service. Explained my situation to a customer rep. named Deena. She removed the $40 charge, placed the order and I should receive my 3rd new phone next week. Didn't pay for anything. It was added to my account. I had also spent about $30 on a screen protector and a case at Amazon. She said that when my new phone arrived, to take my Amazon receipts and my Note 7 to my Verizon store and I would be reimbursed for both. That's my story.

DCGUCCI1

I was told that they wont accept third party receipts or items for exchange... I would have to return any cords I bought from best buy or amazon to that outlet

Acrillix

There is no reason why VZW should have to pay you to return an accessory they did not sell you. Return to the point of sale. That is all I can suggest.

judymcb

Sure there is. Amazon has a 30 day return period. I bought the items back in August so I cannot return them to Amazon. Samsung and Verizon caused the problem. Well, actually Samsung.

tk3765

ghnote addressed the Amazon exchange and I confirmed it this morning. The only catch is that your refund is less the shipping costs.

******

Return and refund of items for Note 7 bought via Amazon confirmed. Also, original packaging not required but rep indicated they would note that in the account. One cautionary is that if a screen protector is involved, and you still have the phone, remove the screen protector and put it in the package. I had a package with two protectors; one used on the phone, the other still in the box. It was a 5 minute conversation.

For ease of the chat, have your order number, or numbers, handy..it makes for a faster look-up on their side.

Chat may be found at: https://www.amazon.com/gp/help/customer/contact-us

I selected Prime or Something else, then Amazon Business Question across from the number 2; I didn't have to select anything for number 1. The links for contact options appeared underneath (number 3), in yellow. Just click on chat.

**********

As for the recall, no, it isn't voluntary..well, it is to a point. People are welcome to keep their phones but it is at their own risk; there will be no carrier or manufacturer support for the Note 7, no OS updates and all warranties and/or protection plans are void.

KELC122

Yeah this has been a fiasco. I powered down my Note 7, just like Verizon and Samsung have stated. I actually had another phone laying around and ordered the New Google Pixel. Doesn't come out till 10/20, so using old Galaxy S3. I have spoken to multiple people over the phone at Verizon and will be sending me a package to send Note 7 back. Hopefully doesn't screw up my trade in originally from Note 5. So you have to wonder if anyone at Verizon knows what is going on?!!!!

SUSMAI73

Same thing happened to me. Samsung says if you want a refund, take it to the store location purchased from. Verizon says, you can exchange/upgrade your device online and they will send you a box to return the affected Note 7. I just want a refund of the $360 I paid for the Note 7. Can someone PLEASE tell me how to do that? Please? I am trying to be compliant with the recall.

rosannem_vzw

I know how you are feeling. The Note 7 was my choice as well. You are able to return the device to a store if you choose. If not, you will automatically receive a box to return it in. Here is a link with all the details you will need: Samsung Galaxy Note7 Recall Exchange FAQs | Verizon Wireless

SUSMAI73

I appreciate that Verizon customer service is trying to be helpful, but after three tries to return my note 7 at the location purchased, I can assure you that that specific store is not accepting the phones for return, and the instructions on the Verizon FAQ site do not have instructions for a refund, only for a replacement or exchange.

SUSMAI73

UPDATE. My issue with returning my note 7 for a full refund has been resolved. After receiving an answer from rosannem_vzw, I was able to show the manager at a corporate store that verizon staff have been advising to return the device to a store for a refund, and the store manager wasvable to credit the full amount to my credit card and taje the note 7 off my hands. Thank you to rosannem and the community here for your assistance.

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