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NOTE 7 RECALL EXPERIENCE???

As far I can tell Verizon and Samsung are doing excellent job with Note 7 recall process!!! And Most People are here kept asking the same question over and over again!!! VERIZON HAS DONE EVERYTHING TO MAKE IT VERY CLEAR AND TRANSPARENT WHAT TO DO WITH EXISTING NOTE 7 PEOPLE THAT HAVEN'T RETURN YET OR WAITING FOR REPLACEMENT!!! So please be patient and follow the instruction that Verizon and Samsung posted here.

And No I don't work for Verizon or Samsung.............

Comments

I ordered my Note 7 through Best Buy and got the original one on August 19th. I kept it waiting for the replacement Note 7 to be released by Best Buy and I got my wish. I got the email from Best Buy this afternoon saying that I could go to the store and get my replacement Note 7. I am now trying to restore all my apps and settings.

"Please visit your local Verizon Wireless Store or, if purchased from an Indirect Agent please visit that Indirect Agent Store, to return or exchange your Note7 device. Bring your device, charger, accessories, packaging, and receipts you have to process your return."

Nothing about what to do if you bought online. And specifically no offer to exchange online as should be done. Your post is very colorful, and very worshipful of Verizon/Samsung, but very, very wrong.

Amusing, however, that you complain that people keep asking the same question. Yes, yes we do, because VERIZON HASN'T ANSWERED IT. What do you do if you bought online, how do you get your replacement online? I've been to my local VZ corporate store - their response - "keep your phone, we can't help you if you didn't buy it here." Ball's in Verizon's court.

When 10 different people call...and get 10 different answers...NO they are NOT being clear.

Just this morning I was told I could NOT exchange with one of the available phones being sold online.

Another person got their replacement exchange completed.

Samsung said carriers are to exchange phones BY the 21st..

Not ON the 21st. Not AFTER the 21st. BY. This means start when you get the phones and have it done BY the 21st. Verizon stores aren't doing anything, in fact, they claim they 'have no idea' when they will get they new phones when you call your local store. Which is NOT following the Recall, when Sprint has been exchanging Notes since Friday and ATT since Monday.

Verizon needs to get it together.

I also bought Note 7 online and finished ordering replacement Note 7 one hour ago!!My order still in process, will be ship tomorrow if not today but I had to pay $76.00 as a Tax and was told refund for the Tax will be issue when Verizon get the old Note 7 back so call 800-922-0204 then press 0

That's exactly who I called earlier. Was on the phone for about an hour and got no where. I even told her there was no way I could get to a local store anytime soon and she still refused to help me.

i lost my note 7 on the 26th of august, filed my claim and paid my deductible before the recall. I was later informed by Asurion about the recall. all this time i have been told that my phone is on back order tha as soon as they become available i will be notified . now after almost a month im being told that they cant secure on fore me and that i would be reimbursed the price of the phone minus the deductible. i am still paying for my phone through the edge program. if they reimburse me minus my deductible it would not cover the price of the phone or allow me to cover my edge agreement. insurance is there in an event i lose my phone i am to be made whole not put at a disadvantage. asurion should reimburse me the full price of the phone and keep my deductible. if the phones were available they would have to go out and purchase one at full price and keep my deductible. i have been paying for insurance to no find out they are not going to cover my phone fully. Is there anything Verizon can do to help me?

If you have bought Note 7 online or bought directly from Verizon (800-922-0204) then you have two option

A. Call 800-922-0204 ask for replacement

B. Go to Verizon Corporate Store

Call again until you get a replacement order!!Some Verizon rep are too lazy or less knowledgeable to handle this kind of transaction so keep calling them until you find the right rep

Since you have lost your Note 7, you have to wait until insurance Co. get replacement Note 7 from Samsung...

creepyrumrunner

The local stores are absolutely ridiculous. I have been to 2 of them who each said that they have not heard about any replacements coming in. I showed them their own FAQ section on their website as well as the mass text that went out. The woman then had the nerve to argue with me saying that doesn't mean anything. It was at that point that I told her to get the manager out here. He was nicer but didn't know anything either.

that sucks!!!!!!!!!!!!!!!

Here is my order Status

Order placed09/20/2016

Order number 218xxxx

Products Samsung Galaxy Note7 in Silver Titanium 64GB

Status Processing

Sarcasm

You guys had me all scared, but I think Verizon is finally ready for this. Called in (of course was on hold for like 15min), and She was even surprised that it's all set up in the system now and easy to do. She even let me switch colors and said it'll ship tomorrow

Actually all Verizon has done is copy and paste from Samsung. Multibillion dollar company and they copy and paste

My exchange experience (so far) was very painLESS. I initiated a chat from the VZW website. The rep researched the exchange process, initiated it via chat, I confirmed it via email, and order placed. The caveat which makes me nervous is I had to pay the taxes on the new phone. The rep said I would be reimbursed once the old phone is received. He didn't have that in writing to send me. So we will see.

My experience was awful today. They just got the Note 7s in today and I was the first one that they apparently did. After refusing to do my exchange because it was voluntary ... I felt like crap. I kept telling the guy it was recall and they had to replace it. He kept arguing with me and said no, it was only voluntary. After asking to speak with the manager... he finally went and got her... she said the same thing... I got so upset because here I am, I left work to go replace the Note 7, get there and now this.... I got up to get my purse, I am so mad that I am shaking... thinking in my head screw this.. I am going to AT&T. A friend of mine has AT&T and they are awesome to her.... I have always loved Verizon until lately. I have FIVE lines with Verizon.. been with them then years.... the manager said hold on, let me go call and see if I can get around this.... she comes back and they did exchange it for me. However.... the screen protector that I bought the same time I bought the original Note 7.. they would not replace.... the accessories in the box.... they took them.... I was in Verizon over two hours and missed two hours of work. BTW... I talked with the chat customer service and over the phone customer service and they both told me that I would get to keep the accessories in the new box as well as the old because it was Samsung's mistake and I would get a new screen protector due to Samsung was replacing those as well.... well, I was told in the store that it didn't matter what the customer service said on the phone or in chat. I did have a print out of the chat saying I could keep the accessories out of the old and new box and would get the screen protector replaced. They would not accept that. So basically I learned today, I do not want to deal with Verizon longer than I have too.

Call them back. I got mine reordered today around 1 o'clock after another round of calls to the two corporate stores within a 50 mile radius with no success and same stories as before and said as I saw they were available online again, how would we go about exchanging it online. My rep, Brian, said "well you are within the worry-free return period" (yeah, right) and I could perform the exchange online. I asked if he could walk me through it and he said, "I could just do it for you if you like?" YES PLEASE!!! And yes, I had to pay for it just like it was a new device, but will be refunded when I return the original, which I didn't have a problem with. It has already shipped and will be here Thursday, in all her Blue Coral glory! At last this debacle is nearing the end. No word on my $25 credit but I'll take that up later. Have been a Verizon customer for over 20 years and have had more communication with them, mostly disappointing, during the last 20 days than all 20 years combined. I will definitely rethink my wireless options once my Husband's contract is up if not before.

That's pure sucks!!!

I purchased my Note 7 from Verizon online however they are telling people to go to the STORE to exchange our phones. I went to my local Verizon Store (Verizon Owned) and was told they SOLD out. The rep stated that they sold out due to all the people that wanted to Upgrade their phones. When I asked why they had not held any Note 7 phones for those waiting to exchange RECALLED phones and he told me they didn't have to. It was all 1st come 1st serve. Mind you a different rep at the same store told me last week not to worry because all new Note 7 phones would be held for those waiting to exchange.

Have been refused at corporate store twice. Called VZ today, was told, by a "manager" that because I was "outside the worry free return period" I had to go to a store. Clearly Verizon believes there is no risk with these phones and wants me to keep using it. I'm sure there won't be a problem, but if there is, they've now assumed responsibility.

Exactly! I feel like Verizon does not care of their customers or their safety! Even though it is on their website.... but when it comes down to it. They do not care. They don't even want to fool with you unless you are buying something.

Verizon could care less about our satisfaction with their treatment of current note 7 owners! I experienced the exact same thing! They sold out within 30 mins to new customers! They even said they couldn't hold one for me! I live 45 mins away and don't want to waste anymore of my time then I already have on this total nightmare! Total disregard for our needs! All about the "Mighty dollar" and stock prices! I am done with Verizon!

I really, really do not have a clue what everyone is complaining about. I have my New Note7. Got it today. I have nothing to complain about other than having to change my phone two times in less than two weeks.

Here is what I did: I called the "Corporate" Verizon Store and told them I was returning my recalled Note7. Backed up my phone with Smartswitch. Did a factory reset. Packed everything up (I do not need spares to sell on ebay). Took it to the store and got my interim S7.

Used it for less than two weeks.

Called the store again this morning and asked the status of replacement Note7. They noted my name, number, color of the phone. Called me back in less than three hours and informed me - 'a unit is waiting for you'. I thanked the rep for the phone call. Factory rest my interim S7, packed up everything. Took all my receipts and got to the store. Waited for my turn (half an hour) the rep took my S7 and I got my replacement Note7. The paperwork (mostly billing) took up most of the time. The rep activated the phone and I was off.

While there I noticed reps were actually helping customers transferring their stuff from the old phone to the new one. Now that is what I call tophat service.

What do I have to complain about? NOTHING!! (I am not paid for this this either).

Hope you all have a pleasant experience.

I wish had experienced the same thing. Unfortunately neither of the corporate stores in a reasonable distance (50ish miles, I do not live in a large metropolis) had either the ability or inclination to be so accommodating, which is a shame as I have said before, have been a died-in-the-wool Verzion fan girl. Personally I have used their service for over 20 years and convinced family members to switch from the dreaded Blue Bully (ATT) and been responsible for dozens of corporate lines that I moved to Verizon as our provider, so happy with the service and customer care. It pains me to see and experience, first hand, such poor customer service and convoluted information and disinformation throughout this process. Yes, I was able to finally get a CSR to process my "exchange" over the phone but I had to pay for the phone again, just like a new purchase rather than an exchange, which I didn't have that much of a problem with. I'll get the money back when I return my recalled note. But not everyone could do that with no problem. It's a shame to see the level of customer service and commitment having declined to the point it is, now only tweeting benign, unhelpful, regurgitation of the same statement, referring customers to Samsung site and then asking if there was anything else they could help with. As if they had helped or assisted in the first place. I am definitely exploring my other options now. This sort of thing can gain customer loyalty for life or do the reverse. Samsung, for stepping up, has earned it. Verizon, not so much.

I am in the process of writing the attorney general now! This sort of treatment is not ok! Especially when dealing with something that could potentially kill you! What about the disabled person receiving social security no car and no credit card! Simply put they are [removed]!

I am very disturb about the whole experience, This suppose to be a easy exchange but it isn't. Instead it is a nightmare. I lease my phone on 08/31 and was current on my Verizon account. Now as of today i past due and they will not exchange my phone because of past due amount. This is a safety recall not a volunteered recall. Verizon refuse to switch out phones. prior to a week ago I went into store to get the S7 edge instead and the representative told me there just wait till 09/21 and billing is not a concern whether you current or not. NOT A GOOD COMPANY.. I CALL THE Consumer Product Safety Commission The Report No. 20160921-E9614-2147413852-ttps://www.saferproducts.gov/CPSRMSPublic/Incidents/ReportIncident.. I would advice you all to do the same as I was told Verizon have a huge amount of unhappy customers .. I am looking at Class Action Lawsuit as well for Safety Violation

It seems to me Verizon's Corporate Store Managers and Employee's are not following Verizon instructed rules and regulation instead they are bullying or misleading Customers intentionally !!! Verizon online and Phone Service Employee are way better than Store Employee but perfection is limited based on their knowledge.

No Verizon Customers shouldn't have to go through this Samsung/Verizon Recall Nightmare!!!! Managers and Employees that mislead Customers should get punish or disciplinary action should have taken against them immediately!!! Verizon you need get your act together and start supporting your Customers.

You have done the right thing.

I just got off the phone with a Verizon customer service rep, she was extremely nice and apologetic about my in store experience. She is sending me out the screen protector. Only thing is, I am not good at putting them on and I refuse to go back in the store. So... to find a smaller Verizon store to put it on for me if they will.

I agree, Verizon needs to step it up because it is a MANDATORY recall, not just people wanting a new phone.

Look as "dead on" as your words are my man ....we all see what is going on here. These guys own/run a "COMMUNICATION COMPANY" here..they absolutely have the tools to get the word out, IN ONE EMAIL....TO ALL OF US !!

Each and everyone of you that taken the time out of your busy day to come here to share your experience in the hopes that you would get actionable info.......and did not could have easily addressed each of our needs, individually and intervened to make sure that we got taken care of. While I did see limited follow up, it was mostly for those not having a very complex issue...

They are playing the waiting game...letting the chips fall ( or customers) where they may. The only way that you will get them the message is with your wallet.... they have turned their ears off...their inaction speak louder than words....you have a choice to let them play their games....or move your business to someone that cares

Hi Disnie I am also finished my replacement order through Phone (800-922-0204) without any hassle!! It should be ship tomorrow.

I am just glad the whole thing is over with..... I love the new version.. seems the battery last longer. Although as of right now, I still refuse to go back into the store. I hope since the new phones are out, maybe Verizon has learned the rules and learned that it is a mandatory recall and not just because you want a new one.

Mine is coming Monday, glad to hear that you got yours..............

I agree! I am going to look into some of the other providers in my area. It may bee time to switch. My local store is awful and this recall has pushed me over the edge!

I used to be thought Verizon provide fastest 4GLTE Network until last week friend of mine came over who has Note 5 with T-Mobil Network, we ran the speed test 5 times and T-Mobil Network beats Verizon every single times with good amount of margin!!!

My experience trying to get a replacement Note 7 has been an absolute nightmare. Nothing but a waste of my time and money. I live almost an hour from a corporate store, so a good 2 hour drive all around with a van full load of kids, including baby twins! I purchased my Note 7 from Sam's Club and was.given the run around and was told they couldn't do anything except exchange it for an S7 or edge and I would not be allowed to switch back. Verizon didn't want to help me because I purchased phone from Sams. After many hours wasted on the phone and several trips to the actual stores, Verizon finally swapped my phone for a loaner, the edge. I called and went last Thursday to pick up my new NOTE 7 phone and she got it, scanned it and said I owed $76 dollars!. Said it was the difference between the 2 phones and.it had been credited to my account. First I heard of that since the previous employee didn't mention it at all and just exchanged the phone. I wasnt expecting to pay $76, so I did not have the money. She said she would talk to her district manager and do a buy out so I'd just have to pay sales tax again on the new Note. That it should be fixed by the next day. She said my phone was going on the shelf. Well I went up there today because it's the only time I have and the guy was gonna help me since she was on lunch. He went in the back and said they were all out of the note 7's and mine got sold!! What a mess!! So now I have to make yet another 2 hour trip. I just want to return the loaner phone and get away from Verizon and Samsung. I'm SO disappointed by the run around by Verizon.

I have always disliked going to the local store. every time i go in there there is an i am so sorry we are short handed. EVERYTIME!!?? Have they ever had the correct number of personnel? I am fairly patient but after 45 minutes to an hour with no help every time I go in there I get a little irritated. Usually 3 or 4 other people give up waiting before I do and leave. Not sure about the circumstances but after I had been there a while one of their staff finished with a customer and left the store with like 3 of us waiting. If I did that at my job..... well I probably wouldn't have a job for long. I got to my local store around 5:00 PM yesterday. They didn't start transferring my phone storage data to the new phone till almost 7:00 PM. Needless to stay the store closes at 7:00 PM so I had to sit outside their store window till about 8:50 PM letting my new and old phone finish syncing over their wifi. Most of the time the online representatives have been helpful but this time they really let me down. I had hoped to just have them send me a new phone and i could transfer my data in the comfort of my home and i could send the old back to them but no! they said to do that I would have to pay full price for the new phone! On a recall!!?? I can't stand it when everyone you talk to says something different. I know Verizon didn't build the phone but they should have made samsung do this in a way that minimized the impact on their customers! I don't ever do reviews or post my experiences so this is a pretty good indicator I am extremely upset and its all i can do to keep from over reacting.

SO far we have found out Verizon Local Corporate Sore not so cooperate with Customers!!! Store Managers and Employees were rude, mislead, misinformed and not helpful at all!!!!! Verizon are charging premium price for their services so it's not free!!! Verizon are way more expensive that other Carriers in the US!!! BUT Question is, Is their service are better? And answer is NOOOOOOOOOOOOOO

Excuse me for not being correct with my punctuations....I called our verizon store to see if their shipment was in for me to get my replacement. They said yes. I asked them to put one back I was on my way to work (nights) and would be in the next day at 1pm to pick it up. I explained I live 20 miles away (1way) and couldn't be right there in 5 or 10 mins. The reply was "We can't hold them Samsung will not let us do that". I said this was a recall notice item and they told me the same thing. I said ok i would call tomorrow before i came in.

Next day I call... yes come on in we have a couple left. I get there and sign in tell them why I'm there and they said ok there's 5 ahead off you it should be 20 mins. (Now they always say this and its always been at least an hour). Finally my name is called and I tell them why I was there again only to be told "we just sold the last one". REALLY!!! I ask them was it a replacement for a recall or was it a new sale they said a new sale. I proceeded to ask them why the new ones coming in would not be for the people on the recall list over the new sales and they really didn't have an answer. So here I sit waiting with a phone that can go up in flames in my hand because a sale is more important than a recall FIRE HAZARD replacement. They have no idea when their next shipment will come in. I had to beg to ask them to call me and will they really be able to find that 1" by2" sticky note with my name on it when they do...or even remember too look for it. I'm not going to hold my breath or my phone to long... Those of us with the NOTE'S want the NOTE...not a Galaxy 7 or other phone. I think we should be a priority and at the top of the list for the new ones. Any help on how to get there? Thanks for listening!

I agree! Since this is a safety issue they should have put it back for you instead of making a new sale!!

Just hope I can get the screen protector I paid $35. for it. so tired of the run around. no store around here has them now. going to try that 800 number will let ya all know how it goes.

Mine came today!!! Its run cooler than Note 7 just replaced, My Note 7 with Verizon went smooth, no complain here...........

Get it from Amaxxx way cheaper.......

Who is and where us Amaxx? But I don't want to buy another phone I want my replacement. I should not have to pay taxes ...restocking...or activation fees because of Samsung's battery partners mess up. Personally the cell companies should have had to give Samsung our info and Samsung should have done all the contacting and shipping of the new phones to us with a prepaid box for return of the old one after new one is activated all at SAMSUNG'S EXPENSE! These phones aren't cheap! And either are the damaged and possible damages!

As far as I am concerned Verizon has done a horrible job on the NOTE 7 exchange. I have been a Verizon customer for 18yrs and they have been far from helpful. I still have my potentially dangerous device despite numerous phone calls TWENTY NINE to be exact and have logged 614 min or 10HRS AND 14MIN of my life on the phone over this recall. I have posted 6 messages on here and visited the local Verizon store a dozen times yet I still have my device. This forum is a sham. Verizon will post a nice response to make the public think they are helping you but NO call back ever occurs.Phone representives promise to get back to you but that never happens. Verizon's handling of my account has been SHAMEFUL. If anyone from Verizon actually reads this than please pull my call logs and listen to my calls you "RECORD FOR TRAINING PURPOSES ". You obviously need to revisit training on good customer service.

I am agree 100%

I am wondering if anyone receive the credit of $67? Verizon that charged tax for replacement Note 7?

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