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Too many different Verizon responses about Note 7 recall

Went online yesterday and did a live chat and that person said to bring the device into a store and they would give me a loaner phone until the new Note 7's were available. Went in and they said that is not true and i could only exchange the phone for a different one if i wanted to exchange it now. That is not what i want so she said i have until Sept 30 to exchange it for the new replacement but they had no idea when new ones would be available. I also purchased online on the pre-order and don't know why Verizon just doesn't send all of us new ones in the mail when they become available. They really need to work with the customer on this and have a sign up sheet on the website so the customers that want to keep this device can sign up and have them delivered as soon as they are available. seems silly i have keep calling the store to see if they have them in every few days until Sept 30. What happens if the supply cant meet the demand and stores do not have enough to exchange???

Comments

SuBDivisions

It has been a disaster, not only from Samsung's end, but Verizon has never been one to convey immediate and clear information to its consumers.. Blame all around, but a recall like this has never happened in this industry (as large as this one) so everyone is running around like a chicken with no head.

Verizon MUST state WHEN the new batch of Note7's are available and in stock for either replacement or Order. That would kill most of the ill's right now. So far there is no word, but Samsung has stated that replacement devices would be available startring i believe Monday world wide.. Yet, no word from Verizon.

Tidbits

You know... How would Verizon know... THEY DO NOT MAKE THE DEVICES! That's like me expecting you to be able to tell me when our rail system will be completed. Unrealistic expectations. Samsung would have a better grasp of when due to the fact they manufacturer and distribute the devices. Samsung already stated TURN IN YOUR PHONES... Wait for when the news ones are distributed out. If people choose to hold onto their phones for replacements there's not much they can do.

Ann154

Tidbits wrote:
You know... How would Verizon know... THEY DO NOT MAKE THE DEVICES! That's like me expecting you to be able to tell me when our rail system will be completed. Unrealistic expectations. Samsung would have a better grasp of when due to the fact they manufacturer and distribute the devices. Samsung already stated TURN IN YOUR PHONES... Wait for when the news ones are distributed out. If people choose to hold onto their phones for replacements there's not much they can do.

Wait, Hawaii has a rail system?

After seeing a few stories about the damage some Note 7s have done, I personally would be inclined to return the device and go back to a backup device in the interim.

Tidbits

Ann154 wrote:
Tidbits wrote:
You know... How would Verizon know... THEY DO NOT MAKE THE DEVICES! That's like me expecting you to be able to tell me when our rail system will be completed. Unrealistic expectations. Samsung would have a better grasp of when due to the fact they manufacturer and distribute the devices. Samsung already stated TURN IN YOUR PHONES... Wait for when the news ones are distributed out. If people choose to hold onto their phones for replacements there's not much they can do.
Wait, Hawaii has a rail system?
After seeing a few stories about the damage some Note 7s have done, I personally would be inclined to return the device and go back to a backup device in the interim.

Yes we have a rail system in the works. You can see part of it from my house. Honestly we needed this 40 years ago when first introduced when Fasi was there. He was right and people thought he was crazy. People complain about traffic everyday and now they are building the rail and people are mad it costs more than estimated... It would have been much cheaper when development wasn't all that large back in the 70's.

Honolulu Rail Transit - Wikipedia, the free encyclopedia

Home

Back on topic. Yup there was a reason why Samsung did a "Global" recall. Just recently someone lost their Jeep.

ANGCUT14

I was told earlier today from a VZW (who tried to sound like they knew exactly how this would work)

stated:

1. refund it before 9/30 and they will waive any restocking fee.

2. exchange it for an s7 before 9/30.

3. Wait until 9/30 and if no new Notes are in exchange it for s7 and when new Notes do come in exchange that for the Note replacement.

4. Keep it and if 9/30 passes then i'm stuck with the old Note and cant exchange for new Note.

zachandjess2904

Yeah this is ridiculous. Why is the largest carrier in the us doing this. Everyone that is holding a note 7 in there hands from verizon is titled to a replacement immediately. They are getting free replacement phones from the manufacturer and if I do not get one because they decided to sell them to make more money all he'll is going to break loose. I have already contacted a lawyer and we are ready. This is just ridiculous for what I pay this company monthly . And this is a manufacturer recall!!!!!

mikelouisaaron

Thank you- this is helpful information.

A couple of things:

1. I know lots of us hate the generic tech support people reading from scripts (have you turned it off and turned it back on?), but in this instance it would be helpful. Supply all the store reps with a script to regurgitate - but a full script (like Angcut14 just quoted)- not just "return or exchange by Sept 30" but what the process is for those of us who want to get a new, safe Note 7

2. Sure $25 as a credit or whatever is nice (but really amounts to nothing for us, cost millions for Samsung), but the incentive should be that current Note 7 owners get the first replacement ones- I know Samsung can't tell the stores what to do, but its in a lot of people's interest to have those of us walking around with potential 'fire starters' to have ours replaced first.

3. It needs to be 'like for like:' there should not be an option to, say, switch colors from what you currently have; this isn't a shopping trip, but a replacement. Coral Blue owners get Coral Blue, etc. Stores should take 'pre-orders' for replacements: verify you have the Note 7 and what type, and then put you on a list. When your type comes in, they call or text you.

4. This 'no restocking fee' thing with a deadline is non-sensical. I don't know what it means to 'restock' a phone, but i imagine that typically the fee covers the cost of them sending the phone for refurbishing and then selling it. In this case- there is no 'restocking'- It shouldn't matter if you turn it in by September 30 or on Jan 25, 2017. Its basically 'junk.'

mikelouisaaron

You bring up a good point- but incorrectly.

Samsung is either being smart and calcuated or simply lackadaisical, but this is not an 'official recall.' this is a voluntary recall. big difference if you are a lawer.

Tidbits

mikelaaron wrote:
You bring up a good point- but incorrectly.
Samsung is either being smart and calcuated or simply lackadaisical, but this is not an 'official recall.' this is a voluntary recall. big difference if you are a lawer.

Exactly this. All the carriers around the world is doing exactly what Verizon is doing. Telling people to return their phones and wait it out for the new ones. If you don't want to wait well that's on you not them.

zachandjess2904

I agree but unfortunately verizon is telling me that if my phone is fine now and I do not exchange it by the 30th and 2 months from now it burns up and takes my house with it I am just screwed. That is not right when the manufacturer is sitting here replacing every device sold with a new one. And also sending verizon free replacements for every phone they ordered.

zachandjess2904

Also verizon has yet to tell everyone that they will swap the phones with the new ones when they do get them . After the 30th

Tidbits

mikelaaron wrote:
Thank you- this is helpful information.
A couple of things:
1. I know lots of us hate the generic tech support people reading from scripts (have you turned it off and turned it back on?), but in this instance it would be helpful. Supply all the store reps with a script to regurgitate - but a full script (like Angcut14 just quoted)- not just "return or exchange by Sept 30" but what the process is for those of us who want to get a new, safe Note 7
Return it and wait it out. This is what Samsung said from the beginning, and all carriers are saying the same thing. Return it and get a refund and wait it out. If people want to keep it then that's on them if they want to wait for a new one.
2. Sure $25 as a credit or whatever is nice (but really amounts to nothing for us, cost millions for Samsung), but the incentive should be that current Note 7 owners get the first replacement ones- I know Samsung can't tell the stores what to do, but its in a lot of people's interest to have those of us walking around with potential 'fire starters' to have ours replaced first.
That's why they said RETURN the device and get your refund. They are not telling you to hold on to the device.
3. It needs to be 'like for like:' there should not be an option to, say, switch colors from what you currently have; this isn't a shopping trip, but a replacement. Coral Blue owners get Coral Blue, etc. Stores should take 'pre-orders' for replacements: verify you have the Note 7 and what type, and then put you on a list. When your type comes in, they call or text you.
That's too much logistics for a company who has nothing to do with what happened. Who's going to pay for it. Samsung isn't, and no other carrier or 3rd party retailer isn't either.
4. This 'no restocking fee' thing with a deadline is non-sensical. I don't know what it means to 'restock' a phone, but i imagine that typically the fee covers the cost of them sending the phone for refurbishing and then selling it. In this case- there is no 'restocking'- It shouldn't matter if you turn it in by September 30 or on Jan 25, 2017. Its basically 'junk.'
It does matter. Recalls have deadlines even dangerous ones for cars. My 1988 CRX had a seatbelt recall I recently purchased and it was never fixed. I had to buy new seat belts as all previous owners never got it fixed. That tells me Samsung told carriers that there should be enough to cover everyone and why Verizon made that deadline.
Restocking covers refurbishing like you said... That does INCLUDE replacing the batteries which are faulty so they are not "junk" once those are replaced if they need replacing.

snugglesmacks2

What I find disturbing is that Verizon still has not notified me in any way that my phone that I just bought last week (the night before the recall) has a potentially dangerous issue. Not a text, email, snail mail, nothing. And when I spoke to my rep at the store the day of the recall, he said that it was no big deal, that it wasn't even happening to U.S. phones, and that I shouldn't worry about it.

Meanwhile, my husband is freaking out and asked me not to charge my phone at night, only while I'm wide awake and right there beside it, which limits the amount of time I can charge it. I even have the wireless charging pad, but there's only so much time I have to sit still.

Verizon, when do you plan on contacting your customers instead of waiting for them to read about this in the news?

indianafanatic68

"My 1988 CRX had a seatbelt recall I recently purchased and it was never fixed. I had to buy new seat belts as all previous owners never got it fixed."

Seriously? You bought a car that is almost 30 years old, and you are equating that with a phone that has been in the wild for less than 30 days? You probably should have stopped your rebuttal before you started this paragraph.

The bigger picture is the contest between the manufacturer and the retailer that is selling their product. Samsung is on the hook for producing a faulty product, and Verizon is on the hook for selling it. Once that fault has been made public, and the voluntary recall process put in place, it's in both parties' interest to resolve it as quickly and efficiently as possible. If that means that one or the other companies loses some money, it is much cheaper than the results from not doing right by their customers.

Sure, both companies have an out by offering a different product at a different price, but I'm guessing the majority of the Note 7 owners would rather have a Note 7 that is functionally safe and sound. If getting that safe phone into their hands means eating a 15% restocking fee, the value of that cost FAR exceeds increased bad press, lost subscriber revenue and perpetual message board trolling.

Aulwesjo

Tibits, You're not very helpful.

People just want solid answers from Verizon in writing. When the announcement was made (a week ago) it was stated the phones would be available as early as next week (tomorrow). It would be nice to have an official announcement on the status, not rumors.

So I would like to return my phone now; can I get a loaner phone when I return my phone? (I've had heat and battery drain issues).

When I went to the Verizon store I was told to call Verizon when I called Verizon I talked to someone who was going to "check on it" I was put on hold for over 30 minutes and then they hung up.

Cejais

All the other carriers are offer an exchange to the new model when they are available without setting an arbitrary timeline or a re-stocking fee. The complaints are not about Samsung and the phone, the complaints are about Verizon's attempt to 1. clear out the stock of potentially faulty phones and 2. Verizons attempt to make money off of the recall

Tidbits

Uh no... They are not doing what you are saying. They are doing exactly what T-Mobile is doing. They are having you turn in your phone and get a refund without restocking fee. You can exchange your phone for another phone(refund the difference). You have those 2 options just like T-Mobile. So how are they are making money off the recall? Please explain in full detail how you got that idea, because even Samsung offers purchasers the option to switch to the S7 or S7 Edge and refund the difference.

DaxxlaFuu

It's become VERY apparent that each individual store is handling this in their own way. Here is a summary of MY experience:

I contacted Verizon (in store AND on the phone) 3 days into the announced recall. I informed them that as Samsung was announcing this as a GLOBAL RECALL (sounds VERY different than what Verizon is tagging as a "voluntary recall"), I was concerned for my home and family and wanted to switch handsets until the issue was resolved.

I went to the store and they told me they would take back everything (accessories included) and then, they proceeded to show me the new Motorola Z Force phone, stating it was the closest they had (other than the S7 and S7 edge phones). I switched out my handset for the new droid, almost crying (to be honest, I COMPLETELY fell in love with the Note 7). They did not charge me ANYTHING for the switch.

I used the phone for 2 days and realized I HATED the new droid and I brought it back, telling them I would rather have a really cheap handset to get me through until the Note 7 was re-released. I was then informed that a $35 fee would be charged for restocking so, those of you who have been told you would NOT incur this fee and that Verizon will give you a "stand by" phone, whoever you're talking to is lying. You WILL be charged. NOT for the initial switch from the Note 7 to another phone but, from that phone BACK to what you had. I got a cheap HTC $120 phone as was told when the Note 7 comes out, I will have to pay off the HTC in order to get my Note 7 back. I wish they had been more transparent about this whole process BEFORE I committed to parting with my Note 7. I would have charged it in the car and risked the explosion for this crap. Oh, and they didn't even honor the $25 accessory or bill credit that I read Samsung put out for the inconvenience.

Long story short, I have not been impressed at ALL with the way Verizon has handled this recall and it's sad that one of the largest cell companies has forgotten who got them where they are today, THEIR CUSTOMERS! I have been with them for almost 20 years and I feel used and slighted by them. We're just money in the bank to them. What we need and request doesn't matter if it's going to cost them money. WAY TO GO VERIZON! You have officially arrived! You are now a corporate monster who could care less about the ants that are your customers. It was nice to know you when you actually CARED!

mikelouisaaron

Well- the Feds are now involved- so expect either more clarity or more confusion.

http://www.cnet.com/news/feds-will-formally-recall-samsung-galaxy-note-7/

"Consumer Reports called for the U.S. Consumer Product Safety Commission (CPSC) to step in and do more. In a emailed statement Friday, the CPSC now says it's officially working with Samsung on a recall -- as well as evaluating whether a simple phone exchange is enough of a solution."

Tidbits

That's was the problem from the start Samsung made the recall and did it haphazardly. Consumer Reports Chastised Samsung for it from the beginning and noticed CR never said anything about carriers. Everything they do and say is based on what Samsung tells them.

mikelouisaaron

Verizon is going to have to really explain their exchange process for turning in a Note 7 to get a new one now that the government is involved. Samsung updated it's recall notice:

“Samsung continues to ensure that consumer safety remains our top priority. We are asking users to power down their Galaxy Note 7s and exchange them now.” Samsung Electronics America president Tim Baxter said. “New Note 7 replacement devices will be issued to exchange program participants upon completion of the CPSC process. In the interim, consumers can return their Note 7 for another device.”

So the way they put it- as many of us have noted (pun intended)- there needs to be an official 'like for like' EXCHANGE process regardless of if you turn it in now and get a replacement phone.

mikelouisaaron

Tidbits- this will be my last post to this thread because of your unrelenting need to ignore the basic tenant of what we are all saying:

We all understand what a return is and thanks to this thread, how it differs from an exchange.

The discussion has centered around the FACT that the announcements carriers are posting AND what individuals are being told when they inquire, are fundamentally different. Nor has any personal explanation or official statement clarified what happens after we 'return or exchange ' our phones related to the process of getting a new Note 7.

Here's hoping things go speedily and smoothly

Tidbits

I had a essay I was going to write to explain what you guys are really complaining about.

All I am going to say it's the same for all carriers and even Samsung. If you heard different it's because of 3rd party retailers not on the same page and probably the reason why the Feds stepped in. Yes just because it says Verizon on the store front doesn't mean it is a corporate Verizon store. The T-Mobile near my house I got sent away twice in 2 days before they started accepting Note 7s. The Verizon store I went to initially was not corporate and they were confused so I went to the one near my house after work and viola no problem.

It doesn't matter what they say or do right now for you simply because you are waiting for a replacement while holding onto your device. When they get the new ones you do an exchange and I bet you they'll be on the same page then.

Tidbits

FYI the process is going to be the same like ANY exchange transaction... It's not rocket science and it doesn't have a special handshake.

Tidbits

Ok my last post to tell you why you guys are really having a problem.

You talk to the guy on the phone and he tells you can exchange it for a new Note 7.

You go to the store thinking you can return it for a new Note 7. They don't have them yet, and say they can't do it, but they can EXCHANGE it for another device they currently have. You can do a return if you want at that moment as well if you chose to. You get bent out of shape because you can't get a Note 7 at that moment believing the rep told you a different story when in fact they are on the same page.

How are they going to exchange something they don't have in stock? Seriously people...

So when they become in stock exchange for a Note 7 is possible. It's not rocket science. So now you guys are ranting about it trying to get "clarification" when the facts have never changed. All they did was dumb down the verbiage. All I can think of is that people here are trying to complain and try and get more than just the Note 7.

mikelouisaaron

I lied. THIS is my final participation.

There SHOULD be a 'special handshake ' as you put it.

With 2.2M (or whatever) phones being turned in, coupled with people who are new purchasers, we as current owners should get first dibs with the limited new stock over Joe Somebody who is looking to get a new phone or become a new customer.

And for the record - many contributors to this thread, as well as myself, have contacted Verizon wireless the company and/or been to an official, stand alone, store.

Mikel out.

Tidbits

Oh hey just like I said. You want special treatment because you chose to hold on to your phone instead of turning it in. You care more about the phone and your safety. It isn't about the what is going on isn't confusing. It's more about how you will be treated equally as everyone else including those who chose to turn in their devices and waiting for the new ones.

mikelouisaaron

Mikel back- ugh.

I feel like I'm either speaking a different language or... Oh heck

Look. No one (and I mean it literally) in this forum is going to hold onto their phone instead of turning it in.

We as original note 7 owners simply want some sort of assurance that after we've turned in our faulty phones, be it tomorrow or September 30th at 11:59pm local time, and accepted a replacement, will be able to get the new note 7 when stock arrives- as an actual replacement, no strings attached, no fees, etc. We want the phone model we originally purchased. We don't want the fact that we took the rental car as a substitute (loaner, whatever) to mean that we won't get a fixed version of the car we took in due to recall, if Mr and Mrs Smith first time car buyers get there first.

I think it's more than fair for us to expect to be delt with first, separately, or specially(as you would put it) since we were the ones affected by the recall and had to take a 'second choice' phone as a substitute while they fix the issue.

Tidbits

Do you have the phone in your hands right now? yes, because you want to exchange note for note and don't want to exchange or return the device until then. You want to be first in line because you held onto your phone instead of returning it right now. What I said stands and any rational person looking in will see that as well from your last reply.

Anyone who returned their Note 7 are considered new customers not existing customers. Sorry to burst your bubble for special treatment not happening.

Tidbits

Even the feds are telling you to return it now, or power them down and stop using them so take it for what it is worth.

http://www.androidauthority.com/feds-power-down-galaxy-note-7-715672/

rcschnoor

mikelaaron wrote:
Mikel back- ugh.
I feel like I'm either speaking a different language or... Oh heck
Look. No one (and I mean it literally) in this forum is going to hold onto their phone instead of turning it in.

However MANY appear planning to hold on to it UNTIL the new Note 7's are available. I would simply turn it in NOW and not have to worry about using a potentially unsafe phone. Then when the new devices are available, I would simply purchase the device again. No potential strings attached, no additional fees, etc...

Those planning to hold on to their devices until AFTER any potential Verizon deadline comes and goes simply have to live with what happens. It is my guess that if the new devices ARE NOT available until after that time, Verizon will simply push the deadline out further. As it stands, Samsung says the replacement devices should be available long before that deadline happens, and is likely why Verizon put that deadline when it is.

Tidbits

^^ Exactly

mikelouisaaron

I returned mine.

Don't know what you are going on about.

Tidbits

mikelaaron wrote:
I returned mine.
Don't know what you are going on about.

If you go through the flow of the thread you often made it sound like you kept your device and was contemplating returning it or not. I kept saying the same thing over and over again and you never clarified which gets me to believe you never actually read what I said until my last reply.

snugglesmacks2

Many of us have attempted to return or swap the phone for a loaner, only to be assured strenuously by Verizon corporate store employees that this is completely unnecessary.

rcschnoor

That is when I assure them strenuously that I no longer want the device until the replacement devices are available and give it back to them. Ask them if there is a recall, ask them if there are restocking fees on the devices returned due to the recall. Give them the device back. Walk out of the store. Very simple.

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