Note 7 recall is a joke...Safety they dont care about safety!

[ZANCHI72]

If verizon really cares about safety why do I have to pay my bill before  can receive a replacement phone for the exploding phone

[rcschnoor]

You DO NOT have to pay your bill in order to return your "exploding phone", Note 7, for a full refund. That takes care of the SAFETY portion of your complaint.

Now that you are SAFE after returning your "exploding phone", you would be able to receive a new device after paying your bill.

[ZANCHI72]

Actually that's not the case.  When I tried to get a loaner phone weeks ago I was told twice in store that they were doing no such thing and to wait for an update.  I them explained that I contacted customer service and said I should come into the store and they would be able to help..but no help was received.  Number two I just want a replacement which I could not receive until I paid my bill...they were fine with leaving me with this.  My point was this recall has been confusing to say the least and one places says one thing and one place says another.

[rcschnoor]

ZANCHI72 wrote:

Actually that's not the case.

Actually that IS the case. IF you were actually worried about safety as you claim Verizon is NOT, you would have simply returned your device for a full refund. The fact you wanted a replacement before returning your device simply means you were not all that worried about safety.

IF you are worried about safety, Verizon WILL take your device back for a full refund. Whether or not you can get a replacement device AT THAT TIME since you either don't want to or can't pay your bill does not take away the fact Verizon WILL take back you device NOW for a full refund.

That's fine if you want to wait until you are able to get a replacement after paying your bill, but it is NOT Verizon's fault if you want to keep your "exploding phone" until that time. You can turn it in at any time for a full refund without receiving a replacement IF you are so worried about safety.

[ZANCHI72]

NOT QUITE!  Okay I wanted a REPLACEMENT...ANY phone which I could not get.  So realistically my option was go without a phone until all this was settled.  Now this  thread is full of people who have bee receiving mixed or inaccurate information from Verizon and Samsung as well. So let's not act like this has been an easy and transparent journey.

[ZANCHI72]

Also, just an FYI when I left the store last night after attempting to do just that after the whole ordeal I couldn't do that either as I was told its past the 14 day refund point and therefore I could not do that either.

[rcschnoor · Accepted solution]

In that case, I would have showed them on any device in the store where Verizon's website, with the backing of the US GOVERNMENT because of the recall, that Verizon will accept a RETURN or EXCHANGE WITHOUT restocking fees.

Samsung Galaxy Note7 Recall FAQs | Verizon Wireless

"5.       What will I get if I take my Note7 back to a Verizon Wireless retail store?

You may exchange your existing Note7 for any device without a restocking fee. For any exchange, you'll receive:

• A refund for the price difference between the devices, if applicable
• A full refund or exchange for any Note7 accessories purchased from Verizon

If you would like to wait for a replacement Note7 device, those devices will be available starting on September 20. If you choose a Samsung replacement product, you'll receive a $25.00 discount towards the purchase of new accessories or a $25 bill credit.

Alternatively, instead of an exchange you can get a full refund at a Verizon Wireless store for the Note7 and any Note7 accessories purchased from Verizon. If you received a Galaxy Fit 2 or 256 GB SD memory card after you purchased the Note7, you can keep them at no cost."

Of course, I would have researched this before attempting a return OR exchange.

[JSM71]

No return accepted for a phone bought online from Verizon.  No exchange offered online.  I'm not concerned about safety because Verizon, a multi-billion dollar corporation who has a duty of care in the recall, is clearly not concerned.  Just going to move forward as is.

[rcschnoor]

Of course, if you do not show them their own policy on their own website, there is nothing I can do for you. I can't imagine a Corporate Store after viewing their own policy on their own website would not take a Note 7 as a return. Non-Corporate stores(i.e. Premium Retailers, Best Buy, etc...), on the other hand, have their own return policies and may have slightly different methods they are handling the recall.

[ZANCHI72]

Agreed..which is what happened at which time I was directed to call customer service because there was nothing that they..the corporate store...could do.  They said their hands were tied.  So I called customer service and was on hold for more than an hour at which time I gave up.  I am going back into the store today as the bill is paid...we'll see what happens next.

[JohnB_VZW]

I completely understand your frustration Zanchi72, and I apologize for all the inconvenience this has caused. We can definitely help clarify how you can exchange your Note 7.

If you are within the 14 day worry free guarantee the phone can be exchange even with a past due balance. However, if it has been past the 14 days then the past due will need to be paid before we can exchange the phone. This is because when exchanging a phone passed the 14 days the system will not allow the order to go through if a past due balance is on the account.

You can visit ant VZW store to process your exchange. We're here if you need further assistance.

JohnB_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!!

[SJFank75]

Because the recall was issued more than 14 days ago but the replacement wasn't available until September 21st no one is within the 14 day period.

I don't think it is wise of your company to send customers back out of your store with a device that you know is dangerous. 

[rcschnoor]

SJFank75 wrote:

I don't think it is wise of your company to send customers back out of your store with a device that you know is dangerous.

You mean these same customers who kept that SAME "dangerous device" for weeks after it was reported as being dangerous???? That's kind of funny. Seems the danger didn't bother them all that much for quite some time.

[Disnie]

AGREE!!  The Verizon sales rep in the corporate store told me it was ONLY voluntary to exchange.  IT was a complete mess!!!!!!!  I have five lines open with Verizon with them coming up for "upgrades" in January and I am seriously thinking about changing.  I have learned through all of this that Verizon does not care how they treat their customers, it is all about money. 

[rcschnoor]

Of course it is "voluntary" to exchange it. How could they possibly "force" you to exchange it. All that can be done is for Samsung to offer the recall. They can't "force" you to do so. You either choose to do so or you choose not to do so.

[rcschnoor]

Additionally, Verizon would have taken that "exploding phone" off your hands for the past couple of weeks for a full refund. That you have chosen to either keep it or continue using it makes YOU the one who is not thinking all that much about safety.

[JSM71]

Then you lack imagination.  I and others posting on here, on Android forums, and elsewhere, have been refused at corporate stores multiple times.  Just because you don't want it to be true doesn't make it so.  Clearly VZ is not worried about the phones, so neither am I.  Just for the record, they didnt' deny I'd been refused, they said that the corporate store I went to was going to be closing at some undisclosed point in the future (no sign of it, they were doing a land-office business the two times I was there) so that must be why they failed to honor the recall.  Either way, VZ refused to honor it by phone either.

[SJFank75]

They are literally sending people out of their store with a known dangerous device.  This now puts any liability on Verizon instead of Samsung.

[SJFank75]

RESOLUTION

The store manager can override the system.  I had to have a call center representative explain how to the manager at my store. 

[Predator7]

That make no sense!!!!!!!!