Paying taxes and upgrade fee?

[shatch2203]

So I started with a Note 7, and when it first got recalled, I exchanged it in store for an S7 Edge until the new Note 7 came out. No fees, no problem. When the replacement Note 7 came out, I was able to exchange the S7 Edge for it, and only paid the difference in sales tax between the two phones, around $8. Now, since I apparently have to switch phones again, I'm being told that I have to pay a $20 upgrade fee, plus the full sales tax on the other phone I'm getting, and that it will be credited later to my account. That's great, but I don't have a spare $85 laying around to do that. Since I'm returning the Note 7, shouldn't the amount I've already paid be credited right away? I'm not sure what I'm supposed to do in the meantime until I have enough extra money in my bank account to cover however long it takes. Is this really the only option? I understand it's not Verizon's fault that the phones are going bad, but it's not mine either! I already resigned myself to eating the cost of the expensive screen protector and case I bought for it, but I can't also pay these fees and wait for a credit. Any options?

[mehaffb]

Same here.  It is trying to charge me 74.81. I can't afford that. I already pay almost 300.00 a month for my phone bill. 

[shatch2203]

I talked to customer service, who said the fees and taxes from the note 7 would be refunded once the phone gets back to Samsung. Which makes a little sense, except that they said the same applies if i take it back to a store. If I'm physically returning it, shouldn't that be applied to the new phone right then? It's a shame, because I really do love this stupid phone, lol.

[HARRISJP_IT]

Also wondering about this. I am in my cart and since I two of these dang phones to replace the taxes alone are about $140.00. Really want to know if the refund happens for sure before I go through with ordering a new phone via the link they sent this afternoon.

[Predator7]

No Tax And No fee for Note 7 customers!!!!!!!!!

[princeshoko]

Yup mine wants a  $20 upgrade fee and $96 taxes.   I was told  that my original upgrade fee and taxes would be issued in a week.      But I never paid an upgrade fee before,   didn't get a response to that one.     I dont have a spare more then a C note laying around.

Bad form Verizon

[mehaffb]

When I swapped from the n7 to tge s7e back to the n7 in store I didn't have to pay anything other than the difference in tax between the two phones.  This is unnacceptable.  I spoke with 3 phone reps yesterday and got 3 different answers.  In store was worse the guy guy was rude and sent me away.  Corporate store refused to do a return.  I was told I can only do it through the note7 faq recall process. I can't affford to pay an upgrade fee and taxes again.

[shawntej_vzw · Accepted solution]

mehaffb,

This surely isn't the experience we want for you when trying to exchange your device. Having to go through this multiple times isn't fun, however, the issues with the device were absolutely unforeseen. This still does not account for your experience and receipt of conflicting information when reaching out to us for us. You do in fact have the option to return or exchange your device at a Verizon owned store if you purchased it directly from us in store or online. If performing an exchange in store, no additional upgrade fee will be charged, you'll only be responsible for any tax differences. If you opt for the exchange online, the upgrade fee and taxes will be charged, but you will be refunded for the original fee and taxes when we've received your Note 7 in return.

We'd like to submit feedback regarding your store experience though. What store did you visit? Do you recall the representative's name that assisted you?

ShawnteJ_VZW

Follow us on Twitter @VZWSupport

[mehaffb]

New Philadelphia, Ohio corporate storefront.  Your phone reps conference called with their manager and told me that a store return was now against your policy.  I am either getting the runaround from the store or there is a miscommunication between headquarters and corporate stores.

[stever_vzw]

I assure you that we want nothing more than to make this recall process as simple as possible for you, mehaffb. Let's make sure we get you the correct details for returning the device to our store locations.

You can upgrade to a different device at out store locations at this time. The return will be processed as an upgrade and return. You do also have the ability to upgrade using our online MyVerizon service. I have included additional details here for you Samsung Galaxy Note7 Recall  Exchange FAQs | Verizon Wireless . Please reach back out to us at your earliest convenience with any questions or concerns you may have and we will be ready to help.

SteveR_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!

[ARAMCHEK]

This is ridiculous, I shouldn't have to pay you to return a faulty and potentially dangerous phone. I smell a lawsuit coming on.

[ANTDAV32]

Well Verizon somebody is not being truthful. Based on your response, I went into the local store and was denied and upgrade because I had to pay full upfront taxes on a new phone.  No offsetting and paying the difference. Also, told if I wanted to return the phone and get a refund, I would have to end the line and that's it. This is contrary to the information that you are sharing and I think the world should understand how difficult Verizon is making this and promoting that our safety is number one. If safety was number one, there would not be any questions on upgrading / exchanging / returning. Why are you trying to capitalize on this, thing are bad as it is.

[reazon]

Hello,

I'd like to return and exchange my note 7 instore and pre order the pixel xl.

I'd like to confirm that there will be no upgrade fee, only taxes will be do, correct?

This is very frustrating, I should just pay the difference of taxes if I return in-store. you'll get your money back from Samsung.

Thank You

[reazon]

What if I go in-store and they say this cannot be done.

then what?

many times someone online or on the phone has said one thing or another can be done, but once i go into store, the workers say otherwise.

very frustrated. don't mess this up verizon. like Samsung did

[idahojoe]

Please review my post "Victimized Twice". I was in your Coeur d'Alene Idaho store today and was told the same thing as the previous posts. I was told that I would have to pay an "upgrade" fee and the full tax amount on my downgrade and would receive a refund sometime in the future when Verizon settles a class action suit with Samsung. I was told this by the female assistant store manager (sorry, I didn't get her name). If what you are saying is truly the Verizon policy, that I will not be charged an upgrade fee and will not have to pay tax since the S7 Edge is less costly than the Note 7, then it will restore my faith in Verizon.

I would appreciate a phone call to [Removed] or an email [Removed] verifying this.

Personal information removed as required by the Verizon Wireless Terms of Service​

Message edited by Verizon Moderator

[justcatharine]

So you're charging customers to be able to get rid of a phone that the US Consumer Product Safety Commission has deemed as dangerous?  And how will this payment of faxes be refunded?  Let me guess:  as a bill credit.  What about the people that can't afford up front fees?  I'll tell you.  They're stuck with a dangerous phone.  I've already emailed the US Consumer Product Safety Commission to let them know about how difficult Verizon is making this.  Verizon should be ashamed that they are leaving these phones in people's hands until they pay taxes.  Friggin ridiculous.

[DNIP8767]

This couldn't be more of an inconvenience, I am really frustrated about this whole tax issue, I refuse to pay taxes on the exchange. Verizon has a contract with Samsung, not myself or any other customer in this situation for that matter. Yet Verizon isn't offering anything to their customers for the inconvenience. I have been a loyal customer for a long time, no disconnections, no payment extensions, not even a late payment, not to mention the outrageous price of my monthly bill. With all of that being said, I don't have a choice but to return the device, however, as a verizon customer, and the lack of customer satisfaction, or appreciation being shown, I'd rather go to another carrier, take my chances on that 1% difference and pay full price for a non samsung device elsewhere, than to continue to help Verizon grow only to experience it being the worst at everything except coverage. 

[wts1277]

I was directed from a retailer to go to the corporate store in Cambridge Ma because the retailer didn't have any s7e. So I went corporate store and they refused to take the phone stating returns are done via online only and I should have been told this. I told them I've been told by two different reps online and I was directed by retailer that I could go to the store but they didn't' care that was a rep and a manager refusing to take this thing back.

[Braves10]

I have emailed both the Samsung executive team and the CEO office. I don't understand how the burden is being placed on the consumer. The verizon reps pretty much told me I'm stuck with the note 7 until i can front the money. Not sure how this is acceptable on any level. I bought this phone at a verizon corporate store, i should be able to get my money back at a corporate store and not have to wait however long it will take for a refund.

[HARRISJP_IT]

Okay, so here is my experience so far. I was able to get a technician on chat and on the phone at the same time. I posed the same questions. When does the refund happen? What is the process of returning my phone? What fees can be removed to make it easier on me?

Getting someone on the phone is by far the better way to go. She told me that the refund, as we now mostly know, happens once the phone is returned to them. What the refund covers includes your taxes and fees when you purchased the Note7 as well as the payment you made down on it for the one or two months you owned it. That would be the $36 dollars per month.

When you purchase the new phone, which she was able to help me do, be sure to get the upgrade fee waived that will save you $20 per device you need to swap out. I had 2 of them so it saved me $40. However you will still need to pay the state sales tax. I understand that this seems pretty dumb, but I get it. Verizon is not the company at fault for manufacturing a faulty device, they have to take each Note7 they get back and then turn around and get the money from Samsung presumably to then reimburse us. And that is the reason for the delay in seeing the refund.

When my new phone arrives it should include packing slips and a box to return my phone. If you would rather do this in store I was told they can ship it for you too. This struck me as odd since a few weeks ago the store told me that the Note7's were not able to be shipped because the shipping companies did not want to transport them.

Anyways, I hope this information helps!

[rgang50]

Good thing you called and got some on the phone to reverse the upgrade charges. The online chat could not assist. So had to pony up the upgrade and taxes. Will watch my bill carefully. This is a simple online accounting fix but the decision makers forget how difficult it is for some to fork the upfront payments repeatedly. A case of afluenza. Come to love that term.