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How can Verizon send me the Recovery Box for the Galaxy Note 7?

IDOVAZ63
Newbie
‎10-12-2016 08:57 PM

I went to the Verizon Store on 13740 I-10 East Fwy Houston, TX 77015 today and they ordered me another phone but told me I have to mail back the Galaxy Note 7, so online it will not allow me to select upgrade as instructed in the recall notice, what can you guys do for me?

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juand_vzw
Verizon Employee
‎10-13-2016 05:23 AM

Thank you for bringing this to our attention. We definitely strive to make the return process of your device an easy and smooth ride. I'll be happy to help with this. In order to receive a recovery box, you'll have to complete the trade in process via our website. If you have already completed this and need a recovery box, you have the option to select to have another sent to you. Please refer to the following link Cell Phone Trade in - Recycle Old Devices | Verizon Wireless

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tc2013
Contributor - Level 1
‎10-12-2016 11:30 PM

Same question here too.

So, have they changed the return process this time?  We do not need to bring the phone back to the Verizon store that we purchased the Note7 from?

If so, who's going to re-activate my old Verizon phone for me (still got my old GalaxyNote) after mail this UPS out?  

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tk3765
Contributor - Level 3
In response to tc2013
‎10-13-2016 12:57 AM

I contacted Verizon support via the chat; they indicated a mailing label would be e-mailed.  Fortunately I have a small box to use but others may need to shoulder that cost.

On my old Note, the screen is still indicating a "Are you ready to activate" icon.  As long as your content was backed up, I am thinking you should be able to re-activate it at will without going into a store.

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marcuss_vzw
Verizon Employee
In response to tc2013
‎10-13-2016 06:17 AM

Tc2013, I understand that this can be confusing if you are not sure on what process to follow. Most customers should have received a text with instructions. It is preferred that you do the exchange online here >>> Samsung Galaxy Note7 Recall Exchange FAQs | Verizon Wireless     

If you are just doing a store return and want to activate an old phone you can do so at the nearest corporate store. Keep in mind that if you purchased the phone at an authorized retailer you would want to go back to the same store. For exchanges please follow the online instructions, and if you have a hard time reach out to us >>>Contact Us | Verizon Wireless

MarcusS_VZW

Follow us on Twitter @VZWSupport

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!

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Dresdens
Enthusiast - Level 3
In response to marcuss_vzw
‎10-19-2016 04:22 AM

When went and switched back to my old phone, my local Verizon (where I purchased my Note 7) was not taking them back.  They told me to contact the online chat folks on how to return the phone. That was worthless.  The best answers I got was calling Customer Service.

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Dresdens
Enthusiast - Level 3
In response to tc2013
‎10-19-2016 04:18 AM

My local Verizon store reactivated my Galaxy S5 for me when I went in and told them I was not going to 'upgrade' to another phone but was going back to my S5.

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Dresdens
Enthusiast - Level 3
‎10-13-2016 03:24 AM

I hope others have better luck than I have so far.

I went in to the local store yesterday and was told they are not accepting Note 7s for return.

They gave me a flyer that ASSUMES I want a new phone.  I went back to my Galaxy S5.

They could not tell me yesterday since I did that how to get the Recovery packaging to send the Note back.

They told me that I should get online with the Verizon folks.  Did that today - after online for hours yesterday.

The woman I talked to was WORTHLESS.  She kept trying to have me use the Trade-In page.

That obviously did NOT work.  She told me to Contact the Customer Service today by phone.

Wonder much of my time that will end up taking.  I am supposed to be driving some where tonight and this is not helping me accomplish anything but frustrating me to no end.  Why are these people not educated on this? Instead they bounce you everywhere.

How difficult would it have been for her to get my mailing address and have the packaging sent to me.  All I want is my $$ for the phone and the $25 credit to my account.

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Dresdens
Enthusiast - Level 3
In response to Dresdens
‎10-19-2016 04:19 AM

The best thing you can do, your story sounds like mine, is call their customer service number.  I worked with a wonderful woman there that is sending me a recovery box.

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juand_vzw
Verizon Employee
‎10-13-2016 05:23 AM

Thank you for bringing this to our attention. We definitely strive to make the return process of your device an easy and smooth ride. I'll be happy to help with this. In order to receive a recovery box, you'll have to complete the trade in process via our website. If you have already completed this and need a recovery box, you have the option to select to have another sent to you. Please refer to the following link Cell Phone Trade in - Recycle Old Devices | Verizon Wireless

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tk3765
Contributor - Level 3
In response to juand_vzw
‎10-13-2016 05:45 AM

Just for the heck of it I went to the link.  Here is the error I received: 

"We are unable to identify your device and cannot provide a value for your device. Please try again or contact Customer Service at 800-922-0204 for assistance."

Obviously the Note 7 has no value, understood, but according to this it is back to phone contact only.

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guzzimike66
Enthusiast - Level 2
In response to juand_vzw
‎10-13-2016 08:03 AM

"In order to receive a recovery box, you'll have to complete the trade in process via our website."

What about those that just want to return the phone and are not trading to something different? I paid off my Note 4 to keep as a backup so am now using that with the Note 7 wiped, powered done and stowed away waiting on return packaging.

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JOHHAM55
Contributor - Level 1
In response to guzzimike66
‎10-13-2016 10:02 AM

I went to the Corporate Store and reactivated my old Note and the rep said that a box would be sent to me for the Note 7. Here's hoping

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Dresdens
Enthusiast - Level 3
In response to juand_vzw
‎10-19-2016 04:21 AM

The trade-in process would NOT even identify my Note 7 so that was worthless to me.  I talked to the Customer Service folks by phone and that was where I had the most success even though I am still awaiting my recovery box.  AND how do I ensure I get the credits once I send the phone back.  I do not want it assumed I got a 'replacement phone."

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tk3765
Contributor - Level 3
‎10-13-2016 06:18 AM

Just got in touch with Verizon..via chat...:)..so much the easiest way to go.  According to the rep, a box will be sent but the customer should contact the customer care center at 1-800-922-0204 to verify.

They are urging customers not to send devices back early but to wait for the box and shipping instructions.

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tk3765
Contributor - Level 3
‎10-13-2016 10:23 AM

Instructions/demonstration form the Samsung Site on packing details once the return box is received:  Galaxy Note7 - Return Process - YouTube

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nigeldh
Enthusiast - Level 1
‎11-02-2016 09:26 PM

I reactived my Note II several weeks ago. I am still getting Note 7 nastygram texts. I put in an order for a recovery box several weeks ago via on-line chat - still no box, no status on when the box will be shipped.

Verizon's system doesn't seem able to cope with those of us who went back to our old phones.

I have a business need for phone like the Note 7 - IPX68 water resistance, handwriting to text. I am not going to upgrade until the Note 8? is available. (Search and Rescue, Ski Patrol, Fire/Rescue/EMS)

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JOHHAM55
Contributor - Level 1
In response to nigeldh
‎11-10-2016 10:21 AM

Same hear, I went to the Corporate store and reactivated my old Note and the rep said that a box would be sent to me automatically. Nothing came, so I called Customer service and they said that they would send a box, nothing came. I was sent a private message here on the forums and had a conversation with a representative about the box a couple of weeks ago, she said a box would be coming. NOTHING HAS COME! I have done MUCH MORE than my part and will not make another call or request. I AM DONE!

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CASS035
Enthusiast - Level 1
In response to JOHHAM55
‎11-14-2016 08:59 AM

I pre-ordered my Note 7, replaced it in-store the day they were available for replacement after the first recall, and then upgraded to a Pixel XL via the online process. I have STILL not received a box or any feedback on how to return the Note 7 and at this point I'm terrified that I'm holding an $850 bomb that I'm going to be charged for. When can I get rid of this thing??

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ericw_vzw
Verizon Employee
In response to CASS035
‎11-16-2016 09:15 AM

Thanks for reaching out to the community member forum, CASS035 We know everyone's eager to put this recall in their rear-view mirror and move along. We definitely want to ensure you're getting the return box so that you can do so, too. It takes about two weeks from the final replacement for the package to arrive. Have you had your Pixel for more than two weeks?

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JOHHAM55
Contributor - Level 1
In response to ericw_vzw
‎11-16-2016 05:01 PM

So, just for the record then, you are saying that in order to get a box to send back your Note 7 you must have purchased a new phone. So those of us that went back to our old phones will not be getting a box. Got it! Thanks for putting it in writing for the record.

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anthonyc_vzw
Verizon Employee
In response to JOHHAM55
‎11-18-2016 05:31 PM

I apologize for the experience, JOHHAM55. I am confident we will find a solution. You should receive a recovery box regardless if you did an exchange or not. I sent you a private message so I can further assist and ensure you get your box once and for all. I look forward to your reply.

AnthonyC_vzw

Follow us on TWITTER @VZWSupport

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!!

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