Note 7 replacements my experience

So on Tues 9/20 I went to my local VZ store at 10am when they opened. After waiting for around 30 mins the rep informed me that replacements would not be available until the following day (weds 9/21 at the earliest) no problem... I'll check in tomorrow.

I went back on Wednesday at around 11am and was told there were none left. The store had only been open an hour. So I left again. Hard to believe all the replacements were gone in 1 hour.

After I left and headed to work I immediately called customer service to ask if there was anyway to get one shipped to me being I originally pre-ordered online. The rep informed me I had to do the exchange in store.

She was then kind enough to call other local stores but there were none left.

I understand the limited stock and that it's 1st come 1st served, however, with my work schedule ect I don't have time to keep going to the store to "get lucky" and catch the right time.I am not complaining I just want the phone I paid for....

Accepted answers

jacobv_vzw

CYBERTIGER_22P - I apologize for the inconvenience the replacement of the recalled Note 7 has caused you. We strive of getting the recalled Note 7 devices replaced as easy as possible. Please allow me to provide you the clear information you need.

1.) On 9/2/16, Samsung announced a voluntary recall of the Samsung Galaxy Note7 in response to an issue with the device's battery. We offered every customer who had purchased the recalled Note 7 at a Verizon corporate store or online via www.vzw.com the option to return the device for a full refund or to exchange it for any device of their choice without the $35.00 restocking fee. Customers who exchanged the recalled Note 7 have the opportunity to exchange the device again for the new Note 7 without any restocking fees. If you have the recalled Note 7 and you are still using it we can place a replacement order over the phone, We will also waive the restocking fee. Once the order is placed hold on to the recalled Note 7 and you receive special packaging separately within a few days of the order that you must use to return the recalled Note7.

-JacobV_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

wwwzzz

The rep misinformed you. You can call customer service to have a replacement shipped to you.

habana

Yes I got mine in the mail after they charged for a new phone and told me that when they receive the old one I will get the credit. THEY FORGOT TO INCLUDE THE RETURN LABEL AND I HAD TO CALL AGAIN AND WAIT FOR IT. I AM EXPECTING THAT THE REFUND IS GOING TO BE ANOTHER PROBLEM. I CAN'T BELIEVE THAT VZ HAS SO POOR CUSTOMER SERVICE. FORGET THE $25 CREDIT.

ryanc_vzw

habana,

It disappoints me to hear about your experience. We want this recall process to be as easy as possible. I am happy that you were able to get your device replaced. I am also confident that the refund will be processed smoothly once they receive your old device. If you have any problems habana, please reach out to us and we will be happy to get it resolved: Contact Us | Verizon Wireless.

RyanC_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!!

jacobv_vzw

-JacobV_VZW

Predator7

No complaint here, Verizon has done a great job to replace mine.

MAXSMOM382

I have been with Verizon wireless for 18yrs and the handling of the Note 7 appears to be bringing that to an end. After receiving the run around for 2weeks over the recall of the Note 7 I finally had a verizon rep last Thursday offer to help ship my exchange Note 7 but said she noticed that when I ordered my phone 6weeks earlier that it was a glitch in there system that allowed me to edge up by trading in my old device. My device was return per their instructions and received in the appropriate time frame but she says they made a mistake. They now insist that I must give them the remaining balance of over $400 for the phone I don't have anymore but that they actually have. This is not because the phone was damaged or anything but because they made a mistake in allowing me to upgrade. I spent an hour and a half on the phone last Thursday regarding this and was told to give them 48hrs and they would resolve it and ship me my phone. After 6 days goes by with no word I call back tonight. I just spent 3 hrs on the phone with Verizon telling me they made a mistake but I still have to pay for a phone they asked me to return. Why would I pay for a phone that I do not have? This is ridiculous!!! Has Verizon attempted to SCAM other people in this way?. I am not sure what my legal avenues are but I will certainly be exploring them and if of this isn't resolved I will just move on. You pay more for Verizon and you expect more especially after 18yrs with a company.

natashaa_vzw

MAXSMOM382, help is here as the last thing I want to see is for you to leave us after 18 years. This is most concerning to hear that we’d make you pay for a device that you have returned during a known recall. I feel that more information definitely needs to be explored as I don’t want you to pay for any that is not correct. Let’s work together on this. I’ve sent you a private message here in the forum. Please check your inbox at https://community.verizonwireless.com/inbox to discuss further details about your concern.

MAXSMOM382

on the recalled device. I am told of if I wish to talk to a higher representives it will take a minimum of 3 days to call me back which as you can see will be beyond return window. I was also told if I attempted to call back that all I would get was a floor rep and they would in return cancel my call call to the supervisor because I didn't wait as told. Well I have followed all directions given by Verizon and look where it has gotten me? Verizon has my Samsung 6 edge plus and wants me to pay for a device in their procession. I hate conflict but this i s so illegal that I feel compelled to fight throw BBB,Small Claims and the media. I am sure this isn't an isolated incident.

JOABAK23

This is all LIES! These feel good posts are all complete [Removed]. I have yet to find a phone locally until today and its only in blue. Verizon already said they can't mail a replacement and I am screwed. Maybe this one will explode and I can sue later? Time for Sprint to get my 5 lines and 2 tablets, I am sure Verizon couldn't care less. verizstinksvzw-admin

Profanity Removed as required by the Verizon Wireless Terms of Service

Message edited by Verizon Moderator

JOABAK23

I agree. Same issues here. I thought these were mandatory recalled?

JOABAK23

They wont ship them anymore., Customer service already told me that today.

stever_vzw

It would ruin our October if we lost you as a customer, JOABAK23 and I assure you that we want to make this replacement process as simple as possible. I'd be happy to assist you.

Just for clarification, have you attempted to place an order for a replacement from a local corporate store Verizon Stores Near Me | Verizon Wireless ? Also, the manufacturer has recommended to keep the phone powered off during this time. Please reach back out to us at your earliest convenience.

MAXSMOM382

I am still awaiting the 3rd tier supervisor call I was promised. I was threatened that if I did not wait and called back or went into the store the supervisor call would be canceled. Once again Verizon has lied to me the consumer. You are try to scam me out of $400 and refusing to exchange a phone with a mandatory recall. I am an 18yr customer but I have stated that before so obviously customer loyalty does not matter. Looks like I will have to take this to small claims and my business to AT&T. Completely ridiculous!!!

juand_vzw

MAXSMOM382,

I’m appalled to learn that you have not received a call back. This is not how we practice customer service and I’m determined to make sure we explore all the options available to replace your phone out. I have sent you a private message and I will be able to further assist you there.

MILLERHSTEPHEN

Ya, call and explain then, have them put you on hold so the person can call the store by you to make sure they get and keep phone for you. It works.

ralpht_vzw

MAXSMOM382, your time is important. I am disappointed that we have failed to deliver on what we promised. We are here now to help bring closer to this matter. I just sent you a private message so that we can provide you with the personal assistance that this matter requires.

Ralpht_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!!

BE336197U

My story is similar but I pre-ordered my Note 7 before the recall. I was told to wait for the shipment, which I did for a month after the ship date shown. I went into the store to see if they could just fulfill it while I was standing there. They said they would but discovered my original order had been shipped. So, they put away the one they had on the counter in front of me. THE VERY NEXT day, I got a letter saying my shipment had been cancelled. I went back to the store to get the one she had. It was gone, so they ordered me another, online. I called Verizon Customer Service. They gave me a store to go and get one that was in stock. I went immediately there and they told me they did not have one. I've now been waiting on my second order for about 3 weeks and I have no confidence it will ship either.

I won't even try to get into the financial side of this. It was a mess. I was incented by a coupon and a trade in that are not available now, but so far Verizon has tried to make good on those offers, but not without first charging me for the NOTE 7 that had never shipped. Between chats, calls, and visits to stores, I'm sure I've spent at least 13 hours.

Posters here are correct about the confusion being compounded by Verizon. The recall is easy.

CBF5150

As of today, I'm still also trying to get my note 7 replaced since the recall came out... It's getting to be really wonderful calling all of the nearby stores every day, as I have been told by both in store staff and customer service that I have to "get lucky" and run to a store when they say they have one in stock (none in stock anywhere since I began calling right after the recall) ... I bet Jaime Foxx with Verizon doesn't have to deal with this...

akvavit

Worst customer experience! I was disconnected and on hold most of the day and. After repetitively answering the the same questions I finally made it to a person who told me the note 7 is on back order, but will ship on Oct. 10th. At that point I didn't care and said fine, then they asked me to pay tax on the order and it would be refunded. I told the poor guy I was done and hung up. After being a dedicated 15 year + Verizon customer I can say I think I am done. Samsung may have screwed up and put a bad battery in their phone, but Verizon just makes it worse with their crappy customer service. Verizon here are a couple of suggestions. Create a site and phone number dedicated to taking care of this issue and don't ask the customer for money and say it will be refunded after you get the bad phone back. Specially after being told to hang onto the phone till further instructed.

Predator7

I just got return Box with no instruction what to return besides Note 7!!!!!!!!!!!!! Should I just return Note 7 or Note 7+ All Accessories?

natashaa_vzw

akvavit, this is definitely concerning to hear that you had to go through this much for the Note 7 recall. Please accept my biggest apologies for this as the last thing I want to see is for you to leave us after 15 years. We are always looking for ways to improve and I truly thank you for your suggestion. Were you able to get everything squared away with the exchange? Please let me know what assistance you are in need of as I want you to always be our happy customer.

MAXSMOM382

I am still awaiting on a call from Verizon after weeks of wasted time. This forum is a joke. People reply on here as Verizon reps to give appearance that they are trying to help you but nothing happens. No one from Verizon ever calls you back just s a blog on here to give the public appearance of customer. This is very disappointing.