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This free replacement is costing me almost $100?

I'm sitting here following your directions to get my phone replaced.

Am I understanding this correctly that I'm being charged an upgrade fee, plus taxes, on a replacement phone? This seems rather absurd, since I already paid a significant amount of money to upgrade to the Note 7 in the first place when I paid off the remaining balance on my Note 5, plus I paid taxes on the Note 7, in addition to the GearVR, a watch I won't even get until December, a case, and extra chargers (and a drone, but that's not really affected by this, I suppose).

You're expecting me to drop another $100 on fees and taxes on a replacement after all that?

Comments

Verizon_Support

We understand your concern. We would be happy to address your concerns. Are you able to send us a Private Message regarding this concern? KleoL_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!

tikibar1

How To: Direct Message and kleol_vzw

mehaffb

Yes. They are making us pay the tax and upgrade fee and refunding it later. I spoke to three reps yesterday and also tried in a corporate store. I can't afford that. I am stuck with a dangerous phone until they figure this out. I love my N7 but this experience has been awful.

Deedalou

I went to the store an hour away to exchange my phone after speaking with a customer service agent who told me I could. I was turned away. 2 hours waste of my time and gas. I also went to upgrade and was going to be charged right at 100.00 to exchange this phone. This is a big problem. This is not right to customer's that already forked out money for these note 7's. We should receive the credit upon ordering the new phone that would offset this bill. No upgrade fee should be charged period!

Pipeweld

It is a total ripoff that Verizon is doing! I exchanged to the replacement Note 7 after paying for a months service and phone charge, get the new one and they start your payments back from square one!!! Why was I not credited my first payment??? I am sure you are planning on starting another replacement at first payments too!!! I see a class action in your future! By the way I had purchased two phones and both were done the same! $72.00 so far thrown away plus accessories!!!!

DennosHall

I am so mad right now ! They won't send me a new phone without paying the taxes on it and I have a virtual time bomb in my hand ! Does Verizon think everyone is rich ? I live in the country work 6 days a week I don't have time to drive to the Verizon store again ! And I will not just keep shelling out money to them ! This is not my fault ! I have been with Verizon for 10 years and i think that this maybe the last year !

DennosHall

They blame the FCC about the taxes ! Well I am blaming you Verizon this has been such a huge hassle and I am totally fed up with you !

lonestar614

I am to pay $172 to replace 2 phones that have been discontinued. Keep in mind I had to pay the taxes on these two as well as the replacements. I couldn't even get the money properly refunded, the rep gave up and credited it to my bill. Verizon, you can't actually be serious right now. These are not upgrades, so why are we being charged an upgrade fee. And I know someone will say just go to the store, but when me and my wife went to the store today, we were told that the only way to get replacement phones from now on is online, as they would not have the stock to handle replacements. He did proceeded to give me the same information that was texted to me yesterday. So, I guess for the time being I am stuck with these two phones.

andreas_vzw

I'm sorry for this experience, mehaffb. We have automatically canceled device agreements for the Note 7 and you'll receive a bill credit for any payments you have made toward your installment. Additionally, you no longer have to reach out to the store, as you can complete the exchange online. Samsung Galaxy Note7 Recall Exchange FAQs | Verizon Wireless

AndreaS_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!

MYSTICROSE70

I did an online chat today and was told by Verizon that you Do Not have to turn the Note 7 back in if you wish to take the chance and continue using it

ROYEVE47

That is completely false now th a t there's an official recall.

amberk_vzw

lonestar614-

We're on the scene and eager to turn things around. I have sent you a private message to your community inbox. Please respond there so we can provide more personalized support. Thank you so much!

AmberK_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!!

ERIPER53

I tried to use the link that was provided and was also told I would have to pay $100. I did the chat online which did no good. They referred me to the store and refused to waive the $100 fee. Even though I already paid taxes on N7...plus I had to pay $20 more in taxes for the replacement. Oh, but in a couple months we will refund you $100. Are you also going to refund us for the accessories we had to buy?? And the accessories we will have to buy for our new devices? It is ridiculous that VZW isn't trying to do more to help their customers. Rather, they are trying to bleed us for more $$!

Kendrarich66

Yes you end up down grading to the edge 7 and they charge you again for insurance and activation. I also get screwed on the two day free shipping because I want it in silver so I have to wait for back order. They promise you a $100.00 credit to your account but that is to pay for more money going out on a phone I never wanted and I think this is garbage customer service.

ONCE_GUITARIST

But your still have to pay the taxes and fees!?!? This is ridiculous! Verizon should eat the cost or pass it off to Samsung. What does this have to do with the customers. Especially on a destructive phone. Very Very Disappointing in Verizon!!

Plus, anything that is comparable (Iphone 7 Plus or Galaxy 7 Edge) is not IMMEDIATELY available with absolutely NO temporary device given to the customers in the interim!!

Why are we having to flip the bill and be punished?? Why didn't Verizon have a contingency plan in place for an event like this???

srisque

Depending on people's cases and how they purchased the Note 7, it can cost people up to $500 out of their own pocket to replace their phone.... Verizon is not doing an exchange, but a return and repurchase, which is a total screwup

see the thread here : https://community.verizonwireless.com/thread/920686

Verizon, time to wake up and do things right.

TSARYTSIN

Same thing here. Two Note 7s, two upgrade charges, two sales tax charges, no refunds to date, and now I am expected to pay a third round of charges to get a replacement phone. Could they have messed this up any more if they tried?

Kendrarich66

The more I think about this the madder I get I had to use my upgrade on a downgrade S7 and I had to pay insurance and activation again I also have to wait till the 20th to get a phone I did not want and be in a contract for it. I am getting sick of Verizon I have been a long time customer and believer in Verizon being the best but my confidence in Verizon and their customer services is no longer there. I was reading that Samsung said that customers who bought the note 7 would get a free replacement phone and if they stuck with Samsung $100 credit. I am losing faith that Verizon is not treating customers with that credit because they are charging full price for the replacement phone and adding on activation fees and insurance fees plus taxes again which cost me over $85.00 eating up any credit I had. I feel like I should return my phones and look elsewhere for cell service!

shirazp_vzw

We absolutely want to ensure everything with the Note 7's are being closely looked at and taken into consideration. With the devices taxes and fees associated with the phone, those will also be credited due to this being an official recall from the phone manufacturer itself. If any questions please let us know.
.

ARAMCHEK

Not everyone can spend the money up front, why "credit it back" instead of not charging us?

It's stupid.

DrBubba72

amberk_vzw

Why the hell are you sending other people private messages and dealing with THEIR problems and no one is bothering to contact ME. This is MY thread and everyone else seems to be getting the attention from you people. This is ridiculous.

srisque

Obviously the people currently here are on a low pay grade and can only deal with trivial issues such as refunding tax issues and upgrade fees....

This whole forum may just be a sink hole as far as the rest is concerned.

DrBubba72

Yet another day passes with other people in the discussion *I* started getting help and yet no one has bothered to contact me.

MYSTICROSE70

Yes it may ne an official recall, but it is still a voluntary recall. Not a mandatory one. The Verizon rep I spoke to said it is completely up to me if I want to keep the phone and continue using it. Or I guess I could replace it and be raked over the coals again.

robbscut

This is absolutely not true. Verizon has already blacklisted the phone, and they have started sending out text messages advising "This phone is not authorized. If you continue using this phone, it will be disabled and you will continue to be billed." Turn in the phone.

Verizon_Support

We understand your concerns. We do assure you that all taxes and fees originally processed when purchasing the device will be refunded. KleoL_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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