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32 Days: CS apathetic, empty promises, incompetence = no return kit

I am requesting 1 item: The return kit/ Fireproof Box. My only question is when? Still waiting after 32 days.

This is a Recap with re-posting of some info. This is a very short synopsis of my extremely frustrating experience with Verizon CS. Irrefutably, most, but not all of the CS respondents do not actually take the time to listen or to, or read what they are responding too; in a bunch of cases, they purposely misled me with empty assurances. I now have over 8 hours with a mostly apathetic and ineffective Verizon CS.

*Oct 12, 2016: Buy Samsung S7E to replace Note 7 in local corporate store. Told fireproof box IE: Return Kit sent automatically. 90 minutes in empty store for "return". Take home Note 7. This was before email to do this online.

*Oct 13-19: Numerous chats, phone calls, Community BB and in-store visits about box. CS kept telling me it's coming, even as I asked them "How do you know?" The store said there no way to know how long of a wait, no number to call. Verizon said box coming from Samsung, Samsung said Verizon. One CS person even questioned me on why I was "returning" the Note 7 if I liked the phone so much, and thought I was making something up about a fireproof box. Over 4 hours spent trying to find out about the box.

*Oct 20: Casey on Chat. Somehow confirmed no box ordered. Generated "label" and thought 3-5 business days.Instead of a label and Kit, I received a rebate form for products not ordered, not owned. Casey totally understood my issue, so some mailing center error????

Time with CS >1 hour.

* Oct 29: Letter from Verizon thanking me for returning my phone, with full credit of upgrade fee and phone to be refunded to my CC. Except that I still have a dead Note 7 on my garage floor. So, if they thanked me for returning the Note 7. If they think it has been returned, logic would dictate no box is forthcoming.....

*Nov 1 CS EdW-Vzn responded to my Community BB posting with private email. He wrote unsure why "box and label" did not show up, will check into it. Left me a nice email saying he would send me a new label, he did try to contact me by phone too, I missed the call. EdW-Vzn left me a detailed VM regarding the label, but said "not really a box"..... Hum....not really a box? Sent a reply to his last text restating needing the fireproof box/return kit. No reply from EdW-Vzn.

*Nov 5th: Mail from Verizon. A return label and no box.

I have been polite, even to the incompetent, and poorly trained reps. Really, how can a rep not know about a recall on a phone catching fire world wide?????I have been complimentary when applicable too. I have not raised my voice. I have been patient and even understanding of the "situation". I have approaching 30 (?) contacts with customer service.

Monday, I'll contact a local TV station in Seattle with a consumer advocate, Don't know if they will be interested in a this, as Note 7's are old news, but I can try. ----> Headlines: Mans house burns down after waiting 32 days for a return kit from Verizon.

Has anyone tried their states Attorneys General, division of consumer protection? Used them in the past and the results were immediate. People seem to listen when they call.

So, the Q was asked, since I was notified of my refund, why care if I return the phone? 1st, haven't seen the money.. 2nd, so I throw the phone into a recycle bin, trash, or mail it with their label in a cardboard box.. and it catches fire...No,no,no..

Back to Verizon Customer Service. Where's my box?

Comments

glackley

Addendum:

Just got of the phone with Jacob in Verizon CS. I was told his supervisors have instructed them to have us consumers put the Note 7 in a regular box, like a "shoe box" and send it in. Really? I asked for a supervisor and was politely denied. I asked for a letter stating that advise, to put a known fire hazard in the mail and send it back. And if it ended up catching fire on a plane??? A truck??

Back to the supervisor, who told Jacob to tell me to "remove the battery" from the phone. Really? The Note 7 has an irremovable battery and you are suggesting I should somehow disassemble the phone and remove a potential lithium battery?? Then, do what with the battery, mail it in a card board box? I asked again for a letter from Verizon stating that they were instructing me to return the Note 7 in a regular box.

I am not making this up. Of course they declined to put such instructions in writing.

Now, the only thing I was told that was helpful, and new to me, is that they are out of the "fireproof Bags" there term, with no idea of when they might have more, plus no idea how to get me one.

kathy65793

Very interesting

Dbeak

glackley my series of events are very similar to yours. Last I was told is that my box was shipped out on 10/26 (though it is not possible for them to give me a tracking #) and I need to give it two weeks from that date. I do not feel confident that the box will arrive as I have never had a package take 2 weeks to be delivered. I have already received my refund for the Note 7 that I am looking to return, but like you I want to follow protocol and return the device as I have been instructed to do. There are some customers on these message boards that have received the box so I guess I will hang on to the phone and someday maybe Verizon will send me the box and I can return the phone. Totally Unbelievable!

glackley

Addendum #2

I just finished 2 calls to USPS, regarding the shipping label Verizon Customer Service sent me and suggestion to return the Note 7 in a regular cardboard box. First off, the label is First Class and both the Postal Inspector and the local packaging specialist confirmed with that label, my package would definitely, or most likely be put on an airplane to go to Fort Worth. In order to not be sent via air it needs to have a ground only label. They suggested I call Verizon and tell them that, and ask for a ground-only Label. I told them Verizon would certainly not stop a nationwide return service on my advise.

I did find a link dated 9/2/2016 at USPS.com that a ridged cardboard or plastic container is acceptable to return the Note 7. Noted must have a ground Label only. So maybe Verizon is 1/2 right?

The USPS was not aware of that link, but could not tell me that it was or was not OK to ship it in cardboard, although they did not like the plain cardboard idea.

I will package it up with the label and try the post office in person to see if they accept it.

Dbeak

So today we received a return label with NO fireproof box!!!! Made yet another call to Verizon and they honestly and truly had no answer for me as to why getting this box is turning out to such a fiasco. I was transferred to a rep who placed another order for the box and she sounded confident that I will receive it this time and I should get it by Friday. She said she will follow up with me Monday (where have I heard that before?????) In the meantime I did confirm with a local corporate store that they will indeed take back the Note 7 so I will use that as plan B. Right now my son is away at college and has possession of the Note 7 (powered down and using the 7 edge) and is due home for Thanksgiving. If I don't have a box by then I will go to plan b. But the thought of wasting my time waiting in a crowded Verizon store at holiday season really irks me!

glackley

Dbeck, Is the label you received from Verizon a First Class USPS label, big F on it? Does it say "ground only" on it?

Dbeak

The shipping label does have a big F on it and is for USPS, not sure about the ground part. It was accompanied by a letter with return instructions. It looks like the person who processed it set up for a general return taking no consideration of it being a special circumstance.

glackley

Thank you. That is a big help. We are wondering how many others have only received a First Class label.

kathy65793

My boxes had ground shipping on them and a packing slip attached to each box

amberk_vzw

Dbeak-

Yikes, that is not the experience that we strive to provide. I'd like to help turn things around. I sent you a private message to your community inbox, please reply there so we can provide more personalized support.

AmberK_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!!

Dbeak

Woo Hoo!!! Today after waiting a month for a fireproof box I received TWO of them! LOL! Guess that's what happens when you are forced to call Verizon multiple times for the same issue and no one has an answer as to what's going on! At this point my son will be home from college with the phone in a week and a half so it doesn't make sense for me to forward the box to him. I asked Verizon to note on my acct that I will be ship the phone back to them as soon as he gets home and I can FINALLY put this to rest.

glackley

Congratulations Ddeak!!!!I actually sent a hot note to the FAA over the first class label, and had a 2 hour interview by a TV station over the label and box issue.

BTW After Verizon told me there was nothing they could do for me, I went to the local store for the 6th time, and they just received hazmat containers for the Note 7. Told me to bring it in and they would keep it.

Sent from my Verizon, Samsung Galaxy smartphone

glackley

Last followup!

The FAA forwarded my information regarding the First Class Label to the US Postal inspector Service (who had it too, it just did not get to the person who needed it).The USP inspector for hazardous materials called me after contacting Verizon. I sent all my documents to them to continue looking into this serious matter, but the USPS said no more first class labels should be sent out by Verizon.

My last contact with Verizon was Nov 6th, 17 days ago when "Jeremy" told me there was nothing Verizon could do for me. Oddly enough, soon after the postal inspector talked with Verizon, a representative called me, not with customer service, and sent me the return kit overnight. FINALLY!

It was 6 weeks.

Good luck everyone.

MECHDILO

Awesome and kudos to you for involving USPS to make things happen. Im glad it was resolved.

Everyone is having similar issues, I received a bubble padded envelope to return two note 7s after I found a corporate store to take the phones back.

What ever happen to better safe than sorry? I know you did your due diligence but this will totally fall on Verizon if something bad were to occur as they refused to accept the phones in store for the 2nd recall and they were the ones who were suppose send the return boxes and appropriate labels to their customers!

glackley

Thank you! The time involved in 7 weeks of returning my Note 7 was unbelievable.

Don't know if putting the USPS Inspector's (hazardous Materials) phone # and name is allowed here...but their phone # is easily found. They would be interested in your info.

I think my story is about to be aired on a local TV station too. Not looking for any publicity, just think Verizon really crossed the line, especially after seeing the real box! (fireproof return kit) WOW!

Not only is it lined with ceramic fiber sheets, it had a pouch with specific DOT hazardous material permits to accompany the box during shipment, plus warnings on the box too.

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