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Note 7 replacements my experience
CYBERTIGER_22P

So on Tues 9/20 I went to my local VZ store at 10am when they opened. After waiting for around 30 mins the rep informed me that replacements would not be available until the following day (weds 9/21 at the earliest) no problem... I'll check in tomorrow.

I went back on Wednesday at around 11am and was told there were none left. The store had only been open an hour. So I left again. Hard to believe all the replacements were gone in 1 hour.

After I left and headed to work I immediately called customer service to ask if there was anyway to get one shipped to me being I originally pre-ordered online. The rep informed me I had to do the exchange in store.

She was then kind enough to call other local stores but there were none left.

I understand the limited stock and that it's 1st come 1st served, however, with my work schedule ect I don't have time to keep going to the store to "get lucky" and catch the right time.I am not complaining I just want the phone I paid for....

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Re: Note 7 replacements my experience
jacobv_vzw
Verizon Employee

CYBERTIGER_22P - I apologize for the inconvenience the replacement of the recalled Note 7 has caused you. We strive of getting the recalled Note 7 devices replaced as easy as possible. Please allow me to provide you the clear information you need.

1.) On 9/2/16, Samsung announced a voluntary recall of the Samsung Galaxy Note7 in response to an issue with the device's battery. We offered every customer who had purchased the recalled Note 7 at a Verizon corporate store or online via www.vzw.com the option to return the device for a full refund or to exchange it for any device of their choice without the $35.00 restocking fee. Customers who exchanged the recalled Note 7 have the opportunity to exchange the device again for the new Note 7 without any restocking fees. If you have the recalled Note 7 and you are still using it we can place a replacement order over the phone, We will also waive the restocking fee. Once the order is placed hold on to the recalled Note 7 and you receive special packaging separately within a few days of the order that you must use to return the recalled Note7.

-JacobV_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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Re: Note 7 replacements my experience
wwwzzz
Member

The rep misinformed you. You can call customer service to have a replacement shipped to you.

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Re: Note 7 replacements my experience
habana
Member

Yes I got mine in the mail after they charged for a new phone and told me that when they receive  the old one I will get the credit. THEY FORGOT TO INCLUDE THE RETURN LABEL AND I HAD TO CALL AGAIN AND WAIT FOR IT. I AM EXPECTING THAT THE REFUND IS GOING TO BE ANOTHER PROBLEM. I CAN'T BELIEVE THAT VZ HAS SO POOR CUSTOMER SERVICE. FORGET THE $25 CREDIT.

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Re: Note 7 replacements my experience
ryanc_vzw
Verizon Employee

habana,

It disappoints me to hear about your experience. We want this recall process to be as easy as possible. I am happy that you were able to get your device replaced. I am also confident that the refund will be processed smoothly once they receive your old device. If you have any problems habana, please reach out to us and we will be happy to get it resolved: Contact Us | Verizon Wireless.

RyanC_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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Re: Note 7 replacements my experience
jacobv_vzw
Verizon Employee

CYBERTIGER_22P - I apologize for the inconvenience the replacement of the recalled Note 7 has caused you. We strive of getting the recalled Note 7 devices replaced as easy as possible. Please allow me to provide you the clear information you need.

1.) On 9/2/16, Samsung announced a voluntary recall of the Samsung Galaxy Note7 in response to an issue with the device's battery. We offered every customer who had purchased the recalled Note 7 at a Verizon corporate store or online via www.vzw.com the option to return the device for a full refund or to exchange it for any device of their choice without the $35.00 restocking fee. Customers who exchanged the recalled Note 7 have the opportunity to exchange the device again for the new Note 7 without any restocking fees. If you have the recalled Note 7 and you are still using it we can place a replacement order over the phone, We will also waive the restocking fee. Once the order is placed hold on to the recalled Note 7 and you receive special packaging separately within a few days of the order that you must use to return the recalled Note7.

-JacobV_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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Re: Note 7 replacements my experience
Predator7
Novice

No complaint here, Verizon has done a great job to replace mine.

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Re: Note 7 replacements my experience
MAXSMOM382
Member

I have been with Verizon wireless for 18yrs and the handling of the Note 7 appears to be bringing that to an end. After receiving the run around for 2weeks over the recall of the Note 7 I finally had  a verizon rep last Thursday offer to help ship my exchange Note 7 but said she noticed that when I ordered my phone 6weeks earlier that it was a glitch in there system that allowed me to edge up by trading in my old device. My device was return per their instructions and received in the appropriate time frame but she says they made a mistake. They now insist that I must give them the remaining balance of over  $400 for the phone I don't have anymore but that they actually have. This is not because the phone was damaged or anything but because they made a mistake in allowing me to upgrade. I spent an hour and a half on the phone  last Thursday regarding this and was told to give them 48hrs and they would resolve it and ship me my phone. After 6 days goes by with no word  I call back tonight. I just spent 3 hrs on the phone with Verizon telling me they made a mistake but I still have to pay for a phone they asked me to return. Why would I pay for a phone that I do not have? This is ridiculous!!! Has Verizon attempted to SCAM other people in this way?.  I am not sure what my legal avenues are but I will certainly be exploring them and if of this isn't resolved I will just move on. You pay more for Verizon and you expect more especially after 18yrs with a company.

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Re: Note 7 replacements my experience
natashaa_vzw
Verizon Employee

MAXSMOM382, help is here as the last thing I want to see is for you to leave us after 18 years. This is most concerning to hear that we’d make you pay for a device that you have returned during a known recall. I feel that more information definitely needs to be explored as I don’t want you to pay for any that is not correct. Let’s work together on this. I’ve sent you a private message here in the forum. Please check your inbox at https://community.verizonwireless.com/inbox to discuss further details about your concern.

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Re: Note 7 replacements my experience
MAXSMOM382
Member

on the recalled device. I am told of if I wish to talk to a higher representives it will take a minimum of 3 days to call me back which as you can see will be beyond return window. I was also told if I attempted to call back that all I would get was a floor rep and they would in return cancel my call call to the supervisor because I didn't wait as told. Well I have followed all directions given by Verizon and look where it has gotten me? Verizon has my Samsung 6 edge plus and wants me to pay for a device in their procession. I hate conflict but this i s so illegal that I feel compelled to fight throw BBB,Small Claims and the media. I am sure this isn't an isolated incident.

Re: Note 7 replacements my experience
JOABAK23
Member

This is all LIES! These feel good posts are all complete [Removed]. I have yet to find a phone locally until today and its only in blue. Verizon already said they can't mail a replacement and I am screwed. Maybe this one will explode and I can sue later? Time for Sprint to get my 5 lines and 2 tablets, I am sure Verizon couldn't care less. verizstinksvzw-admin

Profanity Removed as required by the Verizon Wireless Terms of Service

Message edited by Verizon Moderator

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