Can I only get a refund for the Note 7?

I am not interested in using my upgrade to downgrade to a lesser phone. Please let me know the process for getting a full refund for my Note7. Nothing on your site addresses this--only how to exchange it. My local corporate store stated they will not take my phone. It shouldn't be this difficult--I send you the phone, and you refund me. Please tell me how to do this.

Accepted answers

markp_vzw

OFAMOUS1, I know that this process has been tough for many of our customers. We want to help ensure a smooth transition and get things back on track. I understand if you choose not to exchange the Note 7 for any other device. Let me guide you on the return process. You can return the Note 7 to any corporate owned retail store. The only scenario where you cannot return it in our store is if it was purchased at a Verizon authorized indirect partner. In that case, you’ll have to go back to the original point of purchase. You can find your nearest corporate-owned store here. http://vz.to/1Pl7NU4

MarkP_VZW

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All comments

tieshia123

They won't do it. You have to send a email to corporate. Or contact Samsung directly they may be able to bypass Verizon and issue you a refund. Hope that helps.

tc2013

Can some Version admins confirm here?

That's not what i've heard from Verizon on the refund process.

Is that your own experience or what??

JohnB_VZW

We are always here to help MARSAB35. I apologize for all the difficulties you've had with the return of your phone. I know how upsetting and inconvenient this process has been for you.

Please keep in mind that you can exchange the phone for any other device model. Are you not interested in exchanging it for a different device? Where did you originally purchase the Note 7?

We can definitely assist with the return or exchange of the phone. Please reply to the Direct Message I just sent you so we can access your account and further assist.

JohnB_VZW

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MARBAR

I'm in the same position as MARAB35,

OFAMOUS1

I don't want a different phone now that the Note 7 is officially recalled. I want to use my old phone which I mothballed as a backup.

If I have to jump through ridiculous hoops to get a refund, I'll be canceling all business with Verizon.

JONBRI25

I'm in the same situation. You've been followed had DM on twitter, lied to on the phone, and still I can't return the device. My device goes outside in the rain to protect my house if you are unwilling to take it back. A recalled device by law is entitled to a full refund. Failure to acknowledge this and take this phone back will be resulting with a call to the FCC.

RAIMAN522000

I am in the exact same boat. I called verizon and told them i wanted to refund my phone and go back to my old galaxy s5 instead of getting another phone. The lady I spoke with was very understanding and went ahead and tried to process the refund but came to a road block saying her system was only letting her exchange my phone for another one and not just send it back. She dug a little deeper and contacted samsung to which they replied that they will send me a box within the next 1-2 WEEKS! Meanwhile im sitting here with my potentially dangerous phone. I dont understand why its so hard to just issue a refund, i shouldnt be forced into switching to a device i dont want, I wanted the note 7, that was why i upgraded to it. Not the s7 or the s7 edge or the LGv whatever. I wanted the note 7, if i cant have the note 7 then i will wait for another phone to come out that I WANT.

markp_vzw

MarkP_VZW

JONBRI25

Oh dear another lie. I returned mine to the corporate store I bought it at and they refused to take it "as it might blow up". In case you are wondering thomasville rd tallahassee fl store. So I can't return it. Anyone care to try again?

tc2013

Totally understand on the store front worries.

I guess they don't want to keep too many Note7 in the store that waiting to be exploded at any tie. LOL

It would be crazy if hearing a Verizon store got burnt down because of storing too many trigger-happy Note7's.

shice

I tried to return both of mine to 2 different stores. They wouldn't take them they said that Samsung will be send me fireproof boxes to return them. How will they know to send me 2 boxes? I don't want to upgrade either. I'm using my old note 4s until another phone that I really like come out. In the meantime I have to wait for hundreds of dollars in cash that I paid plus the $200 that I received when I traded in my phone. Also I need to return an accessory that I used my $50 gift card for but will I get that $50 credit too?

jethro57

Markp, please send me an email indicating that it is acceptable to return a Note 7 to a Verizon store (purchased online directly from Verizon) and that they must accept the return. In addition, please send me two (2) return boxes so that I may return both purchased phones.

Both phone lines will be moved back to the old phones while we wait for Samsung to release the Note 8, or equivalent, phones.

JONBRI25

Please send me a box or call my store. This return process should not be this difficult.

ZUKZEKIM

I'm in the same boat here. I have an old Samsung S3 that I want to use until something comparable to the Note 7 comes out. I don't want an "upgrade" since there isn't one available. How can I get Verizon to just send me a box so I can return my Note 7?

WAWA1207

So, the VZW Rep seems to have disappeared. Has anyone found out how to just RETURN the phone? I am not going to exchange at this time and want to rid myself of this very pretty, explosive paperweight. That Verizon doesn't have a "link" that we can click to request the box and get a straight refund astounds me.

MRJones33

I will probably have to file a lawsuit with Verizon to get my $330 upgrade fee back from my S7 Edge that I used to get the Note7... so until I get it sorted out that I'm indeed getting that money back, Nobody is getting my Note7.

The temporary solution was that I walked into the corporate store and bought a Samsung J3 V. It is a Samsung SmartPhone, so in 1-2 billing cycles, I'll get my $100 credit from Samsung. The taxes were $11 and the phone costs me $7 a month. Once I see the $100 credit, I can dump the phone on ebay and probably come out ahead since the retail price of the phone was only $168 total.

As far as the recall, the said Verizon was working with Samsung to send out the return boxes. However, if you want to expedite the process and have Samsung get you a box more quickly, the Samsung Note 7 Return was 844-365-6197. Some of you have asked how you get a return, my advice would be call that number and see what Samsung can do about getting you a box to return your phone. For me personally, they can send me the box, but until somebody gives me my $330 upgrade fee back, nothing is being returned.

takendraw_vzw

I understand that this has been a long ordeal, ZukZekim. We are here to help in any way we can during this time. You should exchange their Note7 smartphones immediately. The simplest way to upgrade Note7s for another smartphone is to visit go.vzw.com/note7faq for information about how to upgrade online. After selecting which phone they would like, customers will receive a special recovery box to return their Note7.

To make this as easy as possible, any customer agreements associated with Note7 purchases have been automatically canceled and customers are eligible to upgrade their phones immediately. Any taxes, fees or downpayments assessed as part of a Note7 purchase will be automatically refunded. In addition, no restocking or upgrade fees will be charged for Note7 returns.

In regards to the box, Special handling recovery boxes are being sent to Note7 customers who did not return their device to a physical location. Recovery boxes are shipped to the address of the original Note7 order and you should receive the box within 1-2 weeks. If you have not received your box, then please contact us via one of the methods this link: www.vzw.com/contactus

-TakendraW_VZW

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candiceh_vzw

Having to deal with this entire situation is indeed frustrating and we can understand being upset about this process MRJones33. We would like to clarify a few details about the process and hope that his helps with returning your phone as soon as possible. With regards to the returning of funds and fees, nothing can be processed until we physically have possession of the phone. That would be the case whether the phone is sent back to us via the recovery box that we send or if you contact Samsung directly as you have included in your previous message. Any upgrade or activation fees and taxes associated with the purchase of the Note 7 will be refunded again once the phone is in our possession. Verizon Wireless is not forcing customers to accept any of the current devices we have if they do not wish to purchase them. You can simply opt for a refund and that will be processed for you once the phone is is our possession. The $100 credit will be applied to the account for switching to another Samsung device after the exchange for the Note 7 has already taken place. It takes 1-2 billing cycles from the exchange date to receive this bill credit automatically. The fees you were billed for the device will be issued automatically so once the phone is returned, that process can begin. Please let us know if you have any additional questions or concerns that we can answer for you.

CandiceH_VZW

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srisque

candiceh_vzw : Your answer fails to address the same thing, again and again. You are not addressing the issue that the way Verizon implement the return and rebuy process, people are losing money, even if they just do a simple return and credit. Because some people have sent their old phone back for example. And since verizon just cancelled unilaterally the contracts, the return phone are going to be in Limbo and credit lost.

Customers will continue to ask the same questions if you do not address the whole issue....

MRJones33

Candiceh_vzw,

I have contacted Verizon twice about this and they are staying that the upgrade fee that will be returned is the $20 activation fee for moving from the S7 Edge to the Note7. They say the $330 is a device payment against the S7 Edge that was traded in and is not related to the Note7 purchase... Even though they are the same transaction and are on the same receipt... And without a Note7 in the mix, there is no justification at all for me to have ever made a $330 payment to Verizon. Is there a person or manager that I can reach out to that can indeed verify what will be refunded before I send my phone back to Verizon/Samsung? I paid $390 in upgrade fee and taxes to walk out the door with a Note7... Any less of a refund than that is unacceptable.

ZUKZEKIM

That was a long answer just to tell me to wait for a box. As I stated, and many others have, we have 0 interest in replacing the Note 7 with anything in the current line up of phones. It is almost an insult to our intelligence to continue to repeat it. Just say "a box is on the way" and I'll wait quietly. Since no information had been provides regarding the box, most of us probably expected to initiate the box transaction.

josepht_vzw

MRJones33,

That's hard to say without knowing more information. I'm glad to help with this today. Was that $330 to pay off the S7 Edge, or was it a down payment against the cost of the Note 7?

JosephT_VZW

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Gabbo

I just got off the phone with Verizon to activate my old phone. They would not send me a box to return the Note 7 and said I have to take it to a corporate store.

I called my nearest corporate store and they said they are not taking back the Note 7's and to do it online.

How the hell am I supposed to return this phone and get a refund?

rodz_r

Verizon is charging the $20 upgrade fee on purpose, trying to take advantage of the Recall and they are wrong for trying to do so.

With this action they are simply telling us that we have to pay for their mistakes, and we customers cant allow that, period.

I even talked over the phone to a Verizon customer support Manager, to challenge the $20 upgrade fee, simply because:

1. THIS IS NOT an upgrade but a DOWNGRADE.

2. IT is a RECALL FORCED on to us, because the Note 7 pose a security threat:

a. So that means that I'm NOT requesting an upgrade, but an exchange, that again is FORCED on to US customers.

3. IT IS now a FEDERAL crime to bring a Galaxy Note 7 onto an airplane, and Offenders are subject to civil penalties of up to $179,933 for each violation.

So again we are forced to exchange our Note 7.

4. There is no future update support.

Samsung has cancelled the Glaxy Note 7.

That means no new security patches, no new feature updates, and certainly no upgrade to Android 7.0 Nougat EVER.

5. Etc, etc, etc, etc, etc, etc, etc............

Verizon's manager insisted that the $20 was standing, so I told her to cancelled my exchange.

Now; today I had to call SAMSUNG, to report this situation.

And their answer was, wait, wait for it, wait for it..... " The carriers are NOT supposed to charge you anything, we do not know why they are doing that ".

Seriously VERIZON, what in the world, what do you people think is the meaning of NO CHARGE, $0.

People, DO NOT let them charge you the $20 upgrade fee.

So if they still try to get you on the $20 boat fee, take the course of action I did, I called Samsung and they helped me with the exchange to get a S7 edge + $100 for being loyal customer and NO $20 upgrade fee.

CHAME ON YOU VERIZON.

MRJones33

My advice would be to call the Samsung Toll Free number for the Note 7 Returns at (844) 365-6197... that will expedite getting you a box. The lady in the store told me that if I didn't, it would probably be 3-4 weeks before they got around to sending it to me automatically. The Samsung Return number expedites the process and gets you the box more quickly.