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Re: Note 7 return
marcuss_vzw
Verizon Employee

Weth, we have instructed customers via text message to complete the exchanges online. We send a safety box with instructions for the Note 7 to be returned in. If the phone is returned to the store location that it was purchased you have the choice to activate an old phone until a different phone releases or exchange it for one that is already available.

If you exchange the Note 7 for an alternate Samsung device there is a $100.00 credit that will be issued for the inconvenience. We would never force our customers into taking a phone they aren't comfortable with.

MarcusS_VZW

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Re: Note 7 return
rosannem_vzw
Verizon Employee

FIRE_BLASTER2, I know what you are going through. The Note 7 was my choice as well. Our goal is to make this an easy process for you. Here is a link that will give you all the details you need: Samsung Galaxy Note7 Recall Exchange FAQs | Verizon Wireless  Keep in mind, you will be credited for any fees associated with the Note 7.

RosannneM_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 return
ROYEVE47
Novice

I sure hope the stores are aware of that today...yesterday I was told absolutely no from all 4 corporate stores.

Re: Note 7 return
tschmalz
Novice

FYI, this is from the LG website....so when a verizon rep tells you that they don't have any info on it...they are avoiding the truth. They just want you to downgrade...

2016-10-14 10_40_08-LG V20 Verizon™ Deals Are Coming Soon _ LG USA.png

Re: Note 7 return
candiceh_vzw
Verizon Employee

Cyberlocc,

I do apologize for the oversight with regards to your questions about your options. At this time customers are encouraged to replace their Note 7 with a device that we currently have available. However, if you have an old phone you wish to use or you do not wish to select from the devices we have now then that does warrant an actual refund. The bottom line is you can do an exchange or a refund and it would be 100% your choice. Our main focus is getting the Note 7 devices returned as soon as possible. With that being said, we are definitely pushing the exchange option to make sure we have our customers in working devices that have not been recalled. We are not forcing you to select a new phone however so you can indeed receive just a refund. Your upgrade date will remain unchanged and available so you can upgrade at any time to the phone of your choice. I certainly hope this answers your questions but please feel free to let us know if you have any more concerns as we are here for you.

CandiceH_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!!

Re: Note 7 return
tc2013
Novice

Thanks CandiceH_VZW!!

That's absolutely clear on the process and answer to the actual question (especially this came from the official Verizon rep here).

Anyway, if possible, can you help me on the instruction to re-activate my Note3?  I've been two recalls till today; i don't want to spend another trip to the store and waited for another 1 to 2 hours.

Please advise.

[Side note]: really hate those undereducated forum speakers that keep giving out un-true unproven incorrect informations. Those folks (or kids) don't at either Verizon nor Samsung; but they tried to act like the Verizon/Samsung crisis handling leads here. Verizon_forum reps should kill all those false information indeed.

Re: Note 7 return
srisque
Member

To all Verizon support:  Please stop referring to the process as an exchange process since it is not.  what verizon has implemented is a return and buy, which is NOT the same at all.  Until you acknowledge this and take proper step, we will still be in the same mess because of all the related negative consequences a return and buy process has on many many of your customers.  Details mater. Word too.

If verizon really does intend to protect its customer from the danger of the Note 7, then it should have immediately authorized a TRUE exchange with no complications.  People have clearly explained in many post here what the multitude of problems were.

Re: Note 7 return
Predator7
Novice

Better believe it!! process of cutting cost and Phone doesn't blow up when it's turn off.

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Re: Note 7 return
Weth
Sr. Leader

The one on the Southwest flight was turned off I believe. Guy heard pop, then smoke coming out of his clothes and he threw the phone to the aisle in the plane. 

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Re: Note 7 return
Predator7
Novice

Verizon is really confused or didn't know what to do because they never deal with any recall in the past! And Verizon doesn't have any control over so call Corporate Store!! Verizon reps are all confused because Verizon basically ran by 12 Ghost!!! What Verizon should be doing?

1.Refund fee or Tax to their Customers ASAP as soon Verizon receive defective and replacement Note 7

2.People that don't want to upgrade right now, return their trade in Phone so they can activate or use it right the way.

3.Stop forcing Customer to upgrade.

4.Stop telling Customers to go to the Corporate Store for exchange.

5.Ship return shipping label immediately or send a link to their Email so Customers can print out return shipping label.