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When are you shipping me my replacement Note 7? That's where I purchased it, That's where I expect a replacement.

I'm not asking for any gear, or a rebate, or any swag. I expect that the Note 7 I purchased online will be replaced online. The fanboys need to stop acting like Verizon has no responsibility here. Not only do they have the responsibility of a retailer who sold a recalled good, but they have the responsibility as a carrier who chose Samsung as a supplier. If I had to go into a Verizon store to purchase my Note 7 I would have simply switched to Apple or another carrier. I bought it online, I expect them to replace it online. Reasonable as can be.

After all these years, I wouldn't go into a VZ store without arming myself. You can't go in without witnessing employees lying, conning and bullying customers. Last time I did go in I had to step in to stop a staffer from bullying a older woman into buying a much more expensive plan than she repeatedly said she could afford when she kept saying all she needed it for was emergencies,"if you go over your limit we could charge you as much as a THOUSAND DOLLARS and COLLECTIONS will start IMMEDIATELY if you don't pay", "I won't let you buy a bad plan." Suffice to say, I won't be going in to your retail store. You sold it online, replace it online if you have any hope of meeting the standard of care.

Comments

RGinVA

Not bad in terms of stating your case but how to respect the spirit of the exchange and return the malfunctioning Note7?

An acceptable solution would give Verizon reason to rethink and provide alternatives.

Verizon_Support

JSM71, I understand wanting to get the replacement as quickly and as easy as possible. If your phone was purchased within the last 14 days, you’ll be able to process an exchange through customer service. If it is past 14 days, you’ll need to visit a Verizon direct retail location. Keep in mind, the 14 days is dependent on the day you want to exchange it. This means that if you received your phone prior to 9/8/2016, you’ll be outside of that window since availability on replace Note 7’s will not be until 9/21/2016 which would make 9/8/2016 the cut off date.

MarkP_VZW

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JSM71

Wow. Why in god"s name is there a cut-off that leaves all the pre-order folks out in the cold? If you can make an online exchange for some customers you can do it for all of them - it's not like the phone was on sale for more than a month.

Huh, thinking about it, you're just applying your std 14 day return policy to the recall - in other words, you're not taking a single step to assist your customers after you sold them a defective product. You clearly have the ability to conduct online exchanges for those customers, so why dont you go ahead and do that before someone relies on your complete laxity and unconcern about your online customers as a sign that there's really nothing wrong with the note 7 (after all, who trusts the government anymore and they're not in communication with samsung.)

Reepks

I agree with the OP regarding the replacement phone. If it was purchased online and shipped to you, your replacement should be delivered in the same manner. I understand that Verizon would incur extra shipping charges in this exchange. Samsung should take responsibility for those additional fees. I would even be willing to pay the extra shipping charges for the convenience of not having to visit a Verizon store. (Although, I honestly do not feel I should have to)

What really makes no sense to me is Verizon's insistance on imposing their 15 day return policy on a device that has been recalled. This is a safety recall, not an exchange. The recall creates a major inconvenience for customers and Verizon seems to act like WE are over reacting and requesting to exchange the phones. This is just simply not the case. Samsung's & Verizon's paying customers family's and homes are being put at risk, we're losing money (purchased screen protectors apps etc that are not replaceable once the phone is turned in) and losing a lot of valuable time trying to keep up with the latest information on the recall. Why is Verizon treating us like we are responsible for causing an inconvenience for them? Has Verizon forgotten who's money and orders ensures the future of their business? Have they forgotten the reasons they are in business to begin with? Verizon and Samsung BOTH have and obligation to Note 7 owners. Making this recall even more inconvenient for customers who paid a considerable amount to pre-order one of the most high end and data consuming devices does not seem like a very wise business decision on Verizon's part.

RACBRO3

Totally agree!

Verizon...take my $25 "inconvenience" fee and make this not an inconvenience and just ship me my new phone! Use that to pay for shipping if helping your customers is that big of a deal!

Tidbits

You guys are aware with a fire hazard recall it's illegal to ship the original Note 7s everything has to be done in store... Can we think rationally for a minute here?

RACBRO3

It has nothing to do with the mail.

How do you think these things are getting back to Samsung? Not only that, but people within the 14 day window can ship theirs. And I was told I could ship mine back if I paid full price for a new one and then would be refunded, when recieved.

An easy solution would be, since the exchange program wants us all to get rid of our Notes regarldess of what other phone we get, Verizon could just make all Note 7s eligible for return, exchange, or even an Upgrade in our accts and we can just settle it ourselves when stock allows.

wwwzzz

Another dumb reply from Verizon. Everyone is automatically over 14 days from purchase because Verizon has not shipped Note 7 since September 1.

I checked out other carriers to see what they are doing. T-Mobile is providing the best information for exchanging your phone, including an 800 number to call to request having your replacement shipped to you.

JSM71

Yep, clearly rgang and tbits have some sort of relationship with verizon - either they're actual employees or their working to earn brownie points on their next upgrade. If you think VZ corporate is above that i have a bridge to sell you, cheap.

1) the phones are not, "illegal" to ship through the mail. That is a willfully made-up statement by someone with an agenda. Heck, folks can still take Note 7s on pressurized crowded passenger airplanes, SO LONG AS THEY'RE TURNED OFF.

2) Verizon has just stated you can do a mail exchange so long as you're within they artificial 14 day return period, so no blaming Verizon's customer screwing policies on safety or even internal caution.

3) What"s really going on is classic loss control. VZ knows that some percentage of people wont bother with the return at all if they make it difficult. It's the same practice car dealers follow on auto recalls and why we've had to regulate them. They get botton dollar for recall work, the less they have to do, the better. VZ has to take time processing, entering and moving returns, the fewer they get, the more they make. Dont think a middle manager at Verizon as any better ethics than on ar Wells Fargo - if they can save 10 bucks each on 5,000 customers, heck, it's bonus/or at least dont get fired time. 'Ed, i see your unit spent $22 per suscriber handling the recall, Bob, in the next sector over kept it down to $6 - pack your bags son"

Tidbits

Care to wager I have 0 vested interest nor do I work for Verizon. I am willing to bet my house and $250,000. I am dead serious here. Just because you don't like to hear the facts and the truth doesn't make a person have some sort of special interest, work for, or a shill. My current job you will have to sign a hefty confidentiality agreement, and a waiver in the event if you ever die we are not held liable.

You want to know something cool? My job pays for my Verizon line. I left them with my personal line. I am a firm believer money talks more than words ever will in a free market. I have always told people on this forum on various occasion talk with that money and move on. It'll hurt Verizon's pocketbooks if enough people do it.

Tidbits

All carriers are handling the returns exactly the same.... Even the Feds themselves made this guidelines. Why do you think Amazon tells you to keep the phones for now. They need to wait for the feds to get approved methods for returns. Of course what do I know.

Tidbits

FYI yes they are illegal. Like I said walk into USPS, or FedEx with the box and phone and tell them you want to ship it. They'll reject you as they already been briefed about the recall.

UPS made a public statement they will not ship the Note 7. However they were just approved by the Feds to ship ground shipping using a special package. Anything before that statement anything being shipped is illegal and the Feds will back me up on that as they haven't gotten those special packages made and delivered yet.

Reepks

FYI: USPS adjusts mailing procedures for Samsung Note 7 recall – Postal Times

Samsung update

USPS adjusts mailing procedures

Sept. 6 at 11:28 a.m.

USPS has announced changes affecting the shipment of Samsung Note 7 devices. USPS has announced changes affecting the shipment of Samsung Note 7 devices. The Postal Service will only ship Samsung Note 7 devices via USPS Retail Ground/Parcel Select due to potential safety hazards pertaining to lithium ion batteries. The change took effect Sept. 2. USPS has established rules and regulations regarding the mailing of lithium ion batteries both domestically and internationally. Suspect batteries or any damaged device containing lithium-ion must be properly packaged and travel via ground transportation.

These restrictions apply:

Mailers must package the smartphone in rigid packaging, such as cardboard or hard plastic boxes. Soft packs and padded envelopes are not acceptable.
The Surface Transportation Only label must be affixed to the outside of the package.

Damaged and recalled lithium batteries continue to be prohibited in international mail, including mail to and from Army Post Offices, Fleet Post Offices and Diplomatic Post Offices.

Ann154

The link in case someone else wants to see the official statement. Samsung Galaxy Note 7 Recall Updates

sztheday2006

Actually packaging manufactured under that special hazardous materials permit has been in use for quite some time. Lithium ion batteries are not new, nor is the potential danger associated them. There have been numerous other battery recalls by other manufacturers of laptops, for instance, and return and replacement or even transport for disposal had to happen by some means. I believe only FedEx and UPS are the only shippers authorized to handle such shipments with the various safety protocol a being met.

http://www.phmsa.dot.gov/staticfiles/PHMSA/SPA_App/OfferDocuments/SP16011_2013100129.pdf

RACBRO3

Sprint already has the new Notes available online, Sprint customers have already been able to get replacements AND have emails that their replacement orders were processing......ONLINE.

Tidbits

Online... Treated as new customers for those who submitted their devices. Just like you would have been if you submitted your device beforehand. Which I said in some other thread beforehand is what was going to happen.

Sprint got theirs first more than likely because they did the least and has been losing customers. If this information is true.

RACBRO3

Actually no. Replacement orders. As I said.

From my understanding, they were able to call and set up a replacement to be sent when ready. Why we cant do that is beyond me.

Tidbits

Link and officially not something speculated or assumed. I mean you could have done that sooner so I am assuming it is what someone heard and you took it as fact.

Also show where they have to send back their phones vs going in store.

Tidbits

RACBRO3 wrote:
Actually no. Replacement orders. As I said.
From my understanding, they were able to call and set up a replacement to be sent when ready. Why we cant do that is beyond me.

Sprint says to the contrary in their official press. I think they would have changed it by now if it was available. Their guidelines are exactly the same as Verizon's or any other carrier for that matter. People look way too deep.

http://newsroom.sprint.com/news-releases/sprint-samsung-galaxy-note7-customers-can-get-replacement-devices-beginning-nex…

Samsung Electronics America, Inc. today confirmed that new Note7 replacement devices will be available in the United States at most retail locations no later than Sept. 21. As the safety of our customers is a top priority, Sprint recommends that all of its Note7 customers follow the recall guidelines.

OFAMOUS1

My points:

When I went to a Verizon store on the way home from work a week ago, they dissuaded me from doing anything other than keeping my phone. The sales rep stated that this only happened to 35 phones and told me not to "worry about it". I wish I recorded it so I could have held Verizon liable if something does happen. My phone does get warm while charging by the way.

Verizon shouldn't have a cut-off date to exchange this phone.

Finally, Verizon's website is a click-puzzle. I couldn't find this forum using Verizon's website. I needed to use Google to search for it. I am really getting tired of the Tablet focused website designs.

ebonyr_vzw

OFAMOUS1, the urgency of this issue is of great concern. I regret to learn that you were advised to retain that Note7 until the revised Note7 new stock was made available. I'd definitely like to lift this issue up further. Can you please advise of the store location you visited from this listing: Verizon Stores Near Me | Verizon Wireless. Also, do you remember the name of the representative(s) that advised you of this?

EbonyR_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!!

CYNTHO91

I went to the Verizon in "Lake Worth Texas" (FORT WORTH) TWO separate occasions and was told by TWO separate people that note to worry, that they won't blow up And that everyone is keeping them. Probably lazy and didnt want to do the paper work for the exchange. That store has very bad customer service. I ended up going to the "City View" store today and had a pleasant time. The guy i dealt with was great, but the manager was not very honest!

tc2013

Calling out ppl "lazy" or "not very honest" was not too nice in such a public forum with their store listed.

Please be aware your judgemental wordings and pay a little respect for the folks trying to do their job there IMHO.

JOYMAR3

I did get a new note 7 shippet to me after almost 5 hours between being on hold and on the phone. I had to pay taxes on the new one and was told i would recieve instructions on returing my old phone. The rason I orddered online in the first place was because i live 1 1/2 hours away from a store. This has been such an inconvenience!!! I'm not a very costumer right now and have been a costumer for years and never been so dissatisfied!

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