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Note 7 Recall Details

Verizon Wireless,

Could you please provide more clarification to your Note 7 owners regarding the recall. Below are my specific questions.

1) Your announcement sounds like I can only downgrade my phone. Are there any options that Verizon is offering for those of us who simply want to exchange our phones for a new Note 7 or are you going to force us to go through Samsung for that?

2) If we go through Samsung to get a new phone what steps will we need to take to ensure our accounts reflect the correct IMEI? Will that simply change once we insert the SIM card?

3) Lastly, are you offering Note 7 accessory returns? I have seen no mention of it but it seems odd considering AT&T and T-Mobile are both allowing their customers to return accessories.

Just to be clear AT&T and T-Mobile are allowing users to get the $25 Samsung apology, a new phone and a refund on accessories, but it sounds like Verizon is forcing us to downgrade our phone and receive $25 only for new accessories. I am not use to Verizon doing stuff like this but clarification would be nice so that I can figure out what I need to do.

Thanks,

Chris

Comments

havoc28

Went in to my local corporate store yesterday and asked what my options were for returning my Note 7. They said that they do NOT do loaner phones. 1. I could exchange my phone for another phone but I would then be locked into that phone and could not exchange it when the Note 7s come in. 2. If I had an unused phone I could turn in the Note 7 and use the old phone until the new Notes arrive( I don't have an old unused phone). 3. I could keep my Note 7 and hope nothing happens until the new ones arrive then exchange it. They said that the odds of something happening were really small (at this point I don't trust anything Verizon tells me). They have no idea when news ones will be in. So many inconsistencies from store to store with no clear direction on what we need to do.

Jd1010

Well, sometimes life doesn't come with directions: you just open the box and put it together the best you can. The question, for me, doesn't have much to do with Verizon or Samsung: they don't come to me for directions, I don't go to them. The issue is about risk. The risk of the phone burning up or exploding is minimal, based solely upon the frequency to date. That could change. The separators between anode and cathode layers in the battery my weaken over time, due to temperature, shock, or faulty construction. We could just be seeing the beginning of a much larger failure. We don't know. That's risk.

I have insurance against that risk for the phone. I can get the phone replaced.\

I have insurance against auto fire or home fire. But now that the CPSC has weighed in, it's very questionable that the insurance will cover the loss. Since Samsung and Verizon and the federal government have advised me to stop using or charging the phone, there would be little if any recourse in the face of loss attributable to the phone. That's unmitigated risk. Unacceptable.

So, If I need or want a phone, my options are now narrowed. If I don't have an old phone lying around, I need to turn off the N7 and exchange it. For whatever. Regardless of what Verizon and Samsung say they will or won't do.

We can pound out our differences later when the dust settles.

The de3cision, really, is whether or not to remain with Samsung OR Verizon, or move on to some lesser weevil.

And so, the worm turns. . .

GITEM2222

I went into the corporate store near my house to inquire about the recall. My Note 7 was getting hot just using it and I did not want to take any risks so I decided to see about replacing it. When I arrived, I spoke with the store manager and one of the salespersons regarding my options. They both stated that there was no clear date as to when they would get the new Note 7 as the new phones had to be approved by the CSPC before they could be shipped to/within the United States. They both estimated that it could be into late October/early November before they would see the new Note 7. They both did tell me that I could turn it in for a S7 or S7 edge or return it for a full refund. During the process of the returning and trying to back to my S5, the manager and rep said that if I wanted to wait it out, they could give me either the S7 or S7 Edge and then I could come back and return it for the Note 7 at no charge. I want to new Note 7 due to its functions, memory size, and other abilities, but with this mess as big as it is, I am just going to settle with the S7 Edge and move on. Having used both phones, other than the S Pen, the memory, and size of the phone, and the security folder on the Note 7, they are similar in many ways. By the time this mess gets resolved, the new Note 8 may be out and I can upgrade then. Good luck all in trying to get this resolved.....

Jsteelmon

I went to a Verizon corporate store in Central Ohio yesterday and was very happy with the service.

The representative in the store let me read the email on his phone from Verizon that allows customers to trade in the Note 7 for a GS7 or GS7 Edge. Once they have the Note 7 back in Stock customers can exchange back to the Note 7 with no strings attached.

I went ahead and switched to the GS7 Edge knowing that I wasn't just relying on word of mouth and will be able to switch back to the Note 7 when it is available.

The one thing you will need to be aware of is the store will refund you the difference in sales taxes and device payments between the Note 7 and whatever you are exchanging it for, so if you do go back to the Note 7 you will have to make up the sales tax difference then.

Kellysnh

Unfortunately it appears that not all their employees are up to speed on the protocol. I went to my corporate store yesterday and at first I was told the same thing. I told the csr that I had spoken to Samsung, and Samsung assured me I would get a loaner phone until the new note 7 's come out (I was prepared to call Samsung back right there in the store). The csr went and talked to the manager of the store. When he came back, he apologized, and he told me that their policy had just recently changed. He told me I could pick any phone in the store to swap it out with, and when the new note 7 's come in, I could then return the phone for the note. He said I can also return any accessories that I purchased for the borrowed phone. I asked him how will I know when the new notes will be available? He said that I will get an email from Verizon letting me know that they're back in stock. I left the store with a S7 edge for now.

Jason_Nipp

What's it say in writing on what you signed?

That's what will occur, regardless of what was sent in a private email to an employee.

Kellysnh

They issue a full refund for the note, then you sign a new contract for the new phone. (You could just keep the new phone if you decided to.) He told me to save my receipt for the note as proof of the exchange when the new note 7's are out.

varcher_89

Had a good experience at my local Verizon store just now. Arrived and they asked why I was there and I told them to get a loaner and turn in my Note 7. They didn't even blink. In about 5 minutes I had a very personable rep helping me and my big decision was whether I wanted an S7 or S7Edge. After 30 minutes I had a new phone, a note in my account that indicated it was a loaner til the new Note 7 arrives, and a conversation with the manager who assured me that they understood that it was a loaner until the Note 7 arrived.

They have no idea when the Note 7 will arrive. The manager told me to keep checking the website as right now they don't have a list to call people back.

Very professional and customer friendly. Hoping the switch back to the Note 7 is as easy. Kudos to my Verizon store in Virginia!

JOHHAM55

Did you sign a new contract for the Edge with the assurance that you could trade for the Note 7 when it returns? Did they put it in writing? Just wondering because I am going Thursday to do the same thing. The store is about 25 miles out of my way.

JOHHAM55

They told me yesterday that they would do the same thing for me but I didn't have all my accessories with me at the time

varcher_89

Yep had to sign a new contract but they notated in my file (I saw them type it in) that this was a loaner. It seems to be pretty common so I am pretty sure that Verizon can't "forget" all these loaner transactions.

A friend of mine traded hers in in GA and they told her that Samsung was paying the fees for the loaner phones and not the customers. I wasn't told that. All I was told was that I got a refund for the difference in taxes and that my bill would reflect the monthly cost for the cheaper phone.

The transaction was pleasant. Just wondering how long til the new NOtes. My friend said they told her they would be in next week. I wonder if Samsung can pass all the Gov approvals that fast. Thinking not.....

Good luck with your transaction

brigetterad

I searched for any comments concerning what all needs to be turned in to Verizon, but didn't see anything. Are we returning everything including the box (charging cable, the two usb connectors, earbuds) or are we returning the phone only? I would hate to give up everything to later find out that I should have kept everything but the phone (I will be taking the loaner and waiting for the new N7). Also, I assume I should factory reset my phone before handing it over? I've already Smartswitched my info to my PC. Thanks.

marc10406

I packed up my Note 7 and reverted to a Note 5. My choice.

The biggest problem I see is that Verizon is not committing to anything. This is typical of Verizon. Verizon could, but won't, come out and issue one single corporate policy on this that will be updated quickly as things change.

This would require Verizon to change its corporate mentality and try to take care of their customers. Unless Verizon can figure out a way to monotize this, they will not come out with anything. Remember, unlike Samsung, Verizon puts profits ahead of us and our safety. At least Samsung is trying to do the right thing.

rcschnoor

marc10406 wrote:
Remember, unlike Samsung, Verizon puts profits ahead of us and our safety. At least Samsung is trying to do the right thing.

You're joking, right? Samsung is not thinking about our safety, only about how much this would have cost them had they NOT recalled their devices.

Samsung puts profits just as far to the front as any other company, even Verizon. I find the amount of apps available for their proprietary smartwatches LAUGHABLE yet they don't even allow you to browse said apps until AFTER you purchase one of these device. THAT is "putting profits ahead of us". It just so happens that in the case of the Note 7, the safety of consumers luckily happens to coincide with the least costly path Samsung could take with this fiasco.

varcher_89

brigetterad

They wanted the box, all accessories that came with the phone such as earbuds, adapters.

I think they will also work with you to exchange other accessories you bought such as cases andcar charges but I bought my Note 7 cases from Amazon (way cheaper) so cannot confirm this.

I walked in with all the stuff for my note 7 and out with a whole new box, charger, etc for my S7.

DONPAR86

I brought everything from the box except the earphone, the converter that converts usb to microb. But it was not like they were checking what I brought.

bxh

I did the same as you and agree with everything you said. The S7 Edge is very similar and by the time this is worked out, it could be time for the Note 8. I upgrade every year anyway.

bxh

I'm in Virginia also and had a terrible experience at my local store. I don't know if they got an updated memo after Saturday the 10th, which is the day I went in to the store, but they were very unhappy with switching out my phone and called it a return and said that I was only allowed the one return and could not get the new Note 7 unless I held onto the one I had until the new ones came in. They told the woman standing next to me the same thing and that she had nothing to worry about, that Samsung and the news were blowing the whole thing out of proportion, and that the phones were perfectly safe. As much as I loved my Note 7, there are things I like about the S7E that I didn't like about the N7. I hated the Gorilla Glass 5 and although the notifications were kind of cool, I prefer using NoLed for my lock screen notifications, since it shows the actual icons and it's more customizable. It's hard to say which phone I prefer now that I've tried both.

varcher_89

Sorry to hear about your experience. Hard to believe Verizon is still promoting use of the Note 7 as problems with the phone continue to surface.

I just saw that Samsung is sending out a software patch that will limit the N7 phone charge to 60% to remedy the overheat problem. The more I read, the more I wonder if we will ever see the N7 back in distribution. Maybe the N8 will be it. I know one thing, I won't be first in line for the N8. I NEVER buy things as soon as they come out and this time I went against my principle and re-learned a lesson!!

I got the S7 and I much prefer the size of the Note series. I like my S Pen. I can get by with this phone but had I known that I may end up with this for my permanent phone, I may have chosen differently after more research. Originally, Samsung was offering the J series but instead S were given. Wonder if Samsung knows too that what we chose would be our "final" phone til the N8.

RICWOL93

It hasn't been confirmed if this software update will be deployed in the US.

At this point I'm not even mad at Verizon anymore. I'm starting to get more aggravated with Samsung. There has been no word on when they expect the CPSC to approve the revised Note 7. Not even a "we are working on it", just silence.

bxh

I actually called Verizon this morning (as opposed to going to my local store this time) and got a very helpful representative. She took the time to find the correct information for me and even cut and pasted the information into a text message to me so that I could go into my local store and show them. She assured me that when we turn in our Note 7s, we can get a temporary S7 or S7E (at no cost to us) and when the new N7s come out we can turn in our temporary phones for the N7. To be honest, I like my S7E and may not exchange it, but I am going into my local store to show them this information, regardless. The S7E is 5.5 inches, while the N7 is 5.7. The difference is really negligible and I can live without the spen. I don't know what I'll do when the time comes, but she said it would probably be at least another 3 weeks before the new phones are available. She also said something about my preordering the new Note 7? Sounded kind of goofy to me since I should just be able to exchange the phones.

a330fly

I went into a corporate store today and switched my Note 7 (bought online) to a Samsung S7edge. I was told to come back in when the new Note 7's arrived. The rep says as early as next week but the CPSC process may take longer. Once available, you can go back into the store to exchange at no re-stocking charge - the re-swap to new Note7's does *not* have a deadline so you are NOT stuck with this replacement phone of your choosing (any new phone they have in stock). The Sep 30th deadline is only for the "first" swap.

The process was quick and painless. I agree the Verizon can do better with communication - but you can make the swap to any other new phone now, and swap back for the new Note 7 when available without any charge.

tamerg

I had the same experience. I turned in my Note 7 for a S7edge and was told I can come back for the Note 7 when they were available. They also said that no one know when they will be available because of the government getting involved now. But, I was refunded $5.XX the difference between the Note and S7.

Also, not sure if anyone else heard this. But on other sites, I am reading the Samsung was sending Gear VR with the replacement Note 7 as a I'm sorry in other countries, but no word on if that will be the case in the USA. Anyone else read that anywhere?

TLEON996

I saw that about the Gear VR as well, but the article I saw was also unclear if it was just other countries or if the US was included. It certainly be a nice gesture if we all got one.

varcher_89

Wow, that would be pretty cool. I played with one while I was exchanging my Note 7 and thought it was fun. But I guess I would just be happy to get a safe, non-burning Note 7 back in my hot, little hand!

RYAULR42

I just called Verizon 611 to verify the exchange options. I see people posting that they returned their N7 for an S7/S7E and where told that they can exchange them for the non-fireball N7 when they are finally released.

I was told by the Verizon Rep and her manager that I could exchange my N7 for an S7/S7E at no charge or wait for the N7 to be released. Verizon is not allowing the S7/S7E "loaner" swap until the N7 is released.

It would be nice if Corporate actually would share the CORRECT policy with everyone....employee/customers.

RGinVA

And I am holding a loaner in my hand. Go figure....

PHIBON33

I've now received three DIFFERENT statements from Verizon Customer Support reps ... 1) just fill out a warrantee claim and wait for the replacement phone to be sent to you; 2) bring everything into the store, phone, accessories, charger, box ... And exchange it for another phone that WILL become your permanent replacement (If I want a Note7 when it is again available that burns another 'upgrade'); and 3) bring everything in, exchange the phone for another, and then come back and exchange again when the new Note7 is available ... But has to be done by 9/30 or I'm on my own and can't exchange anything.

Verizon ... PLEASE get your act together. One Message! No deadlines, or complex processes. Reach OUT to the Note7 owners who you have listed in your databases and tell them precisely what to do and ensure they get the new Note7s campaigned out to them as soon as they become available.

a330fly

My understanding is that the first exchange must take place before September 30th. It could be for *any phone* - not just S7/S7E. Once this exchange has taken place, then you have the option of switching back to the non-fireball Note7, without incurring the re-stocking charge. No idea what happens if you do not swap before September 30th to trigger the free exchange.

The in-store rep and his manager has confirmed this with me. He was a Note 7 user, he switched to a Motorola to try it out, and says he will switch back when the new Note 7s are available. I would trust staff at a corporate store more so than phone agents who don't handle the physical exchange.

Whether VZ allows you to swap back to a Note 7, it only makes sense for them to allow this so they can get you back at a higher device fee. Surely, they will somehow get Samsung to compensate the costs of this exchange program.

Of course, all of this is subject to change. Especially once September 30th arrives and whether the new Note 7s are available or not by that time.

With the global airlines ban and the 60% charge limit, I don't see why someone wouldn't switch to another phone before Sept 30th, and wait for the new Note 7s to arrive. If you're not happy with what happened, vote with your wallet and get another device / switch to another carrier.

The way Verizon is handling this is exactly how other carriers are handling this, except:

1) Communication of the swap out policy is poor. But the policy is clearly black and white - at least in my corporate store location.

2) There is a Verizon-imposed Sep 30th deadline, which allows everyone plenty of time but creates confusion as to what happens after that date.

3) The $25 bill credit is really an accessory credit - just pick a $25 accessory from the store for the loaner phone (or any phone) to get it for "free". This is inferior to just giving you a straight bill credit.

varcher_89

Verizon's lack of communication to its customers is inexcusable.

If there are no "loanerrs" then all of us with "loaners" are going to be very upset when we are standing in line trying to get our replacement Note 7s due to guidance and promises made by various Verizon reps.

I am going to believe that the Verizon person you talked to just came off vacation and was not caught up. :smileyhappy:

bxh

I saw this on this forum today, which is consistent with what I was told by the Verizon rep I spoke with:

GITEM2222

I just received this email from Samsung:

as part of our voluntary recall, Samsung is announcing that new Galaxy Note7 replacement devices will be available in the United States at most retail locations no later than September 21, 2016.

The company received approval for its exchange program from the Consumer Product Safety Commission (CPSC) and has announced an official U.S. voluntary recall of the Galaxy Note7. We strongly advise all customers who have Galaxy Note7 devices to replace their current device with a new device under the terms of the U.S. Note7 Exchange Program.

Through the U.S. Note7 Exchange Program, you can:

1.	Exchange your current Galaxy Note7 device with a new Galaxy Note7 as approved by the CPSC; or
2.	Exchange your current Galaxy Note7 for a Galaxy S7 or Galaxy S7 edge and replacement of any Note7 specific accessories with a refund of the price difference between devices; or
3.	Contact your point of purchase to obtain a refund.

Details can be found at www.samsung.com/us/note7recall or contact us toll-free at 1-844-365-6197, 24 hours a day, 7 days a week. We regret any inconvenience this may cause and thank you for your cooperation.

I am going to stop by my local corporate store tomorrow and confirm what I was told last weekend. Hopefully we can get our new Note 7s soon.

flyers111

Yup, same here. I went to exchange mine today and the rep told me to hang onto it because they were expecting to receive the replacements in the next week or so. I haven't had an issue with my phone overheating so I was ok with that response (I just didn't want to take the risk of being stuck with a phone that could malfunction later). He also told me Verizon would send out an email when they have received enough stock to replace all of the units sold.

TLEON996

I've seen the same thing, like flyers111 my Note is not overheating or even getting warm, so I'll check with the store next Wednesday, hopefully they will have replacements.

TLEON996

Just a quick followup, just logged into my Verizon account. They have a message posted with a link to what you posted. Starting to look up... :smileyhappy:

JOHHAM55

Just traded in my Note 7 for an S7Edge 9 hours ago I was told however that I could trade again as soon as the Note 7 came out again.

pruqui

WEDNESDAY IS THE BIG DAY TO SWAP FOR A NEW NOTE 7!!!!!!!!!!!!!!!!!

GITEM2222

All,

I just left my local corporate store and got my new Note 7. No problem with the transfer back to the new Note 7. Just had to pay the difference in taxes ($4.32) and was out the door in no time. I liked the S7 Edge, but I like the Note 7 better. Good luck getting your new phones!

GOODCOPSC

I have a New Note 7 with the green battery. The switch was painless but now have to wait for my apps to appear back on my phone. I was told that the $25 bill credit will be applied to my bill soon.

JOHHAM55

Arrg, I am sooo jealous. I have to work from 6am to 6pm tomorrow. I wonder how many units the store I am dealing with got in. Lol, this is making me nuts

pruqui

i decided to look at the website and found that a few stores have them and i am pretty sure you will have yours after work

varcher_89

So I visited two Verizon stores. And am still using my loaner.

Store 1 is out of Note 7s already (at 1PM). They expect more in this evening and told me to come back tomorrow at 10AM. When I told them I worked and couldn't get there til Friday they said that would be too late and they would not have anymore. I asked if they were selling to new people, not just exchanging and they claim they are NOT selling to new. I asked about availability and the Sep 30 date and was told I HAD to exchange my loaner by Sep 30 or pay the restocking fee. And that they really had no idea how many there were getting, color or when. I asked about ordering online like I did originally and they said no, that I had to come to the store.

Store 2: They were having network or phone issues and basically ignored me until I asked if they could just answer a question. When I asked about Note 7s they said that no stores in the area had any (altho the other Verizon I visited was no more than 5 miles away and they had them this AM) and that they wouldn't get them until next week according to their regional mgr. This guy did say if they didn't get them in the Sep 30 date was not an issue.

So I guess the expectation is that everyday I go stand in line at Verizon at 10AM to find if they have any phones. Sadly with an expensive phone, it requires most people to go to work to be able to pay for it and NOT standing in line daily.

Once again, Verizon's lack of process and information makes it difficult for those that were not standing in line right at 10AM today.

Can't blame the store managers...they are only getting bits and pieces of info.

ninjahh

I'm at the store now. They have phones. But won't give me a box with the phone because I don't have my box....

Also, no Bill credit. Accessories only, or i have to request thru customer care.

pherson

Why do you need a box?

TLEON996

I got an email this morning from the parent company of my local store (authorized retailer, not corporate), in response to a previous inquiry about the replacement. The email said that replacement units were being sent to the local stores today and should be there this week. I then called my local store and the lady there confirmed they were on the way, she said they should be there by Friday or Saturday. Hoping this happens!!!

varcher_89

First in line this morning and now have my replacement phone.

Lots of folks in line and they were doing crowd control by limiting only 7 people into the store at a time.

They apparently only got two colors in - blue and silver...or was it gold.

I now am the proud owner of a Note 7 with the green battery icon!

So for the 3d time in a few short weeks, am resetting up all my app accounts. Hoping this is the last time for awhile!

Good luck for those who are still waiting to exchange.

JOHHAM55

Yeah, got mine last night at about 10 PM. The store was busy and it was a three hour wait, but I now have a Note 7 again. Nothing was said about the $25 credit and by the time I got helped I had forgotten about it. Oh well, it has been a long and hard process, I just hope it is over. Oh and I have my green battery icon!

3ON4OFF

GREAT NEWS!

I went to my local Verizon store on Wed. and got my new Note 7.

VladTheImpala

I got mine of Sunday, September 25, 2016. I accepted a black phone in place of that sharp-looking Coral Blue. Who knew it'd be less than a month later that I'd be sending my second Note7 to the collection depot in Texas. I sent that Note7 in on the day my LG V20 arrived. It stood in well for the two ill-fated Note7s. I do have a number of good photos and videos taken with the Note7s during my all-too-brief period of ownership and I get pretty nostalgic looking at them. Even with the recalls it was an interesting time while I owned the Note7.

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