I received my replacement phone from verizon yesterday, but was not shipped a box to return my note. Why did Verizon not send the box with the special instructions, and now how do I get one so I can get this phone back to Samsung!
Thank you,
ty
Our goal has been to make this recall process as easy as possible. I'm sorry to read that we haven't set the right expectations about the box you should be receiving. I sent you a private message to your community inbox, can you please respond there so we can ensure that you have your return box in no time. Thank you so much!
AmberK_VZW
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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!!
After receiving the first replacement Note 7 in Sept the box came a few days later. Last I heard the same thing should happen this time. If not call Verizon. I am in the same boat, received phone yesterday and waiting for box.
I was told to send mine back in the regular box I got my replacement s7 edge in so I did since it had a return label in it so hopefully I'll get the credit I'm due seeing as how I even made sure it was okay with a vzw rep and he's like well since there's a return label go ahead and send it back in that box.
I just want to return my Note 7, not exchange for another phone. I was unable to get any answers on the phone or via chat. Finally went on Twitter and was able to get a return box ordered so I can return the Note 7 for a refund.
Now when I check on the status of that order, it says there is a credit hold and I need to take action. Well, since the phone was paid and my account is fully paid I'm at a loss as to the problem.
And now CS on Twitter has gone dark.....
How can I ensure a box will be sent to me to return my note 7?
Can a single one of you Verizon reps answer the questions without a private message? When does the return box come. Many of us would LOVE that answer. I'm not exchanging my Note 7. I may actually just cancelall Verizon lines due to the terrible options presented to us and the rest of the mishandling of this whole debacle. Answer simply and openly, is everyone getting a box that needs to send the phone back or not. Does the "upgrade" initiate that? Do those of us not "upgrading" need to call in a request for a box? If you PM me an answer, I will cancel my account on principle.
ZUKZEKIM
YES! How hard is it to say, "call Verizon". I would like to know why Verizon won't let customers return in person to a Verizon store. And I would like the answer made public so that it helps EVERYONE.
MATZIM88 wrote:I was told to send mine back in the regular box I got my replacement s7 edge in so I did since it had a return label in it so hopefully I'll get the credit I'm due seeing as how I even made sure it was okay with a vzw rep and he's like well since there's a return label go ahead and send it back in that box.
MATZIM88 wrote:
That was a mistake. First off, the Note 7s cannot be shipped through regular means, as of the recall it must be mailed in special boxes which can handle the heat in the event the phone catches fire. The VZW rep should never have told you to do it. With any luck, the phone will go to the warehouse, they'll see what happened and fix the issue with no further action required on your end.
Even if it's made public, people are going to discredit the response or still act like they don't understand it.
Well having admitted on a public forum that you aren't returning the phone, if something does happen YOU will be fully liable. No one else.
I actually think that the recall makes Samsung less liable in the event that someone refuses to return the device. They have made every effort (at this point) to warn owners and request the device be shut down and returned/exchanged. At this point, it is proceed at yoir own risk. I'm not a lawyer, but I do have some education in business law.
Thank you so much for reaching out to us. We understand this entire process has been one that has been frustrating and tiring to say the least. As of right now we are in the process of sending out recovery boxes to all customers who currently has the Note 7 activated on their accounts. The box will be sent to the same address as the shipping for the Note 7. Once you receive the box it will contain instructions on what you need to do when returning. You can place an order online for a new device at any time if you haven't done so already. Please let us know if you have any additional questions or concerns that we can answer for you.
CandiceH_VZW
We are doing our best to be completely transparent while setting all of the right expectations. We do our best to keep all of our answers public in the community and try to seldom utilize the private message feature here. However, there are certain instances where it is important to take a look at someone's account to confirm whether or not a box has been sent.
We definitely don't want you to leave over this, so I will do my best to answer as thoroughly as possible. Special handling boxes are being sent to any Note 7 owner who did not return their device to a physical location. Safety is of paramount importance, therefore we recently have stopped allowing employees to power on and handle recalled phones. This is why store locations are not able to now accept Note 7 devices in store. You do not need to take any action to have a special handling box sent to you, even if you are not selecting a new device in replacement of your current Note 7. If you have not received your box within 1-2 weeks, we are able to check the notes on your account to confirm whether a box has been sent.
Additionally, if you are thinking about potentially selecting a device that is currently on back order, you are able to select an interim device to ensure that you are not without a phone but also not handling the recalled device. For example, if you wanted to select the iPhone 7 or the Google Pixel XL, most of those models are currently back ordered. We will place the order for the back ordered device, and allow you to choose any device that is currently in stock to use and then you will be able to exchange that device once your back ordered device is fulfilled (no restocking fees apply, you will have to pay for the taxes, or two year agreement on the interim device which will be refunded upon return in good working order). Here is the link to our recall FAQ which we are always working on updating: Samsung Galaxy Note7 Recall Exchange FAQs | Verizon Wireless. You will note that there is also a bill credit offer in the amount of either $100 (selecting another Samsung device) or $25.00 (non-Samsung device) which will be systematically applied within 1-2 bill cycles.
Lastly, we are also systematically applying all refunds for the Note 7 devices. Once we have received your device in our warehouse, you will automatically be credited for the taxes, device payments, and the upgrade fee made at time of sale. Your original payment method will be credited. If you paid with a credit card, your credit card will be refunded. Any accessories that were purchased and made specifically for the Note 7 will also be refunded within 1-2 bill cycles (no need to return accessories). Please let me know if you have any additional questions or would like us to look at your account to confirm that a special handling box has been shipped. We hope that you reconsider leaving the Verizon family.
Great at last.................
I dont see anything regarding a temporary phone in the FAQ's. How do we take advantage of that?
Hey I sent my note 7 back in a regular return box that my s 7 edge came in cause a customer service rep told me too. Now just out of curiosity do they go back to the same place as the special note 7 boxes cause I want to make sure I get my credit.
I did a live chat last night to check on the status on my fireproof box. The rep said the order for the box wasn't able to go through last week due to a discrepancy with my address (the edge 7 was shipped to my son in college which is where I want the box shipped to). Anyway I straightened it out and the rep gave me a reference # and supposedly the box should be received within 5 days. Hopefully the info was correct!
What if we have already changed phones and the note does not show as active
on our accounts?
Ty [Removed]
Personal information removed as required by the Verizon Wireless Terms of Service
Message edited by Verizon Moderator
I've been waiting for my box for approximately 3 weeks or more.. they still took my 300 bucks downpayment and won't return it until they get the phone.. I'm about to talk to my credit card company and have htem fight verizon for my money.. i am not getting a new phone.. but i was going to, but I refuse to put ANOTHER downpayment on a phone when you're still holding on to my old one.. terrible.
If I knew it would take this long to get the box I would have just kept the note as my primary phone until the box got in.. I have a perfectly fine phone sitting on my desk being used as a paperweight.. sorry for the rant, but VZW needs to get thier act togehter on this one. I've been a loyal customer for over 13 years.. this is by far my worst experience yet.
It won't let me upgrade the temp phone since I owe over $800 on it.
I took it all the way to my shopping cart. Btw, the 800+ dollar phone is worth 341 on trade in. Wow. Anyhow, it says I owe over 900 when the phone ships.
So, nothing on this?
Problem solved. The interim phone has been processed for return. I'll just activate my old Galaxy SIII and wait till I either find a better carrier or a better phone. With no obligation to Verizon, I can do whatever I want.
KevinR_VZW
Response sent
Well, still nothing back on this. Gotta love it. I'm dumping this interim phone at my local VZW store tomorrow and either deactivating the Note 7 or an old S3. Regardless, there will be no upgrade happening with this whole mess. I'm not laying blame on Verizon though I think more could have been done to appease those of us in this situation given the lack of comparable replacement phones. I was a very happy and loyal Verizon customer. Now I'm a month to month, free agent ready to dump them at the 1st sign of a better deal.
