Trade in LGV10 for Note 7; would trade in value be refunded ?

[VICTEO18]

Hello, I traded in my LGV10 to buy a new Samsung Note 7 - I receive 300$ in credits for it. If I am not wrong, the Samsung Note was about $792 new, so I paid the remainder of 492 (?) or the balance of it in full ( with credit/debit card).

Now, I am being told to return the Samsung and told that I will be refunded the cash I paid for the Samsung Note 7. I am told to buy a phone and pay in full first, and then Verizon will refund me.  What is worse is that the iPhone will not be available but I need to buy it first anyway.

I chatted with an online representative last night, and was told I can do it in store. When I went to Harvard Square verizonwireless today, I was told that I cannot do it in store only online. The sales guy - a fella called Franco is probably one of the worst sales person there. His attitude is really bad for sales, basically he told me he was doing me a favor telling me about Verizon's policy etc ... and told me I should go online to effect the refund. He told me I will get this 300$ trade in value back as well to be reflected in the price of the phone.  When I came back online to try and do this, the online sales rep. told me he is not sure if the trade in value will be refunded ... he is only sure of the tax and cash/debit/credit I paid. When I follow the refund and recall instructions, the trade in value of $300 is not reflected in the price of the new phone.

I am really really annoyed with Verizon now - they cannot even tell me precisely the term of the exchange / refund of the recall and if it can be done in store. Doing in stall for a one to one exchange would be the best ... I would happily pay for a phone ( the difference with the trade in value reflected).  I feel so ripped off by Verizon now. The sales reps seem only interested in signing me up and getting me to pay in full for a new device ... but not in customer service.  I pay verizonwireless and residential cable in total of about $400 a month. I think I can do better with my money - walking into the Harvard Square stall is probably the WORST retail experience I have had in my entire adult life.  So I hope the rep, online can clarify this for me. If you cannot, please can you let me have the email of your CEO and COO so I can write and ask him.

[Acrillix]

The Note7 Recall and Exchange Program promises you will receive a full 100% refund for the sales tax, the payments made on the device (Device Payment or Retail or 2 year contract). The trade in value you received for your LGV10 would still be received, since you cannot get that phone back.

So, in all, you will receive the $300 Trade in Credit (which always takes 2-3 bill cycles if not already received), the money you paid for the phone, as well as a $25 credit from Samsung.

The Trade In credit will not reflect on the order. You will need to wait 1-2 bill cycles for the refund for the Note7, and 1-3 bill cycles for the Trade In Credit.

Also, you are not going to get the CEO or COO email address. This is not possible. You can call and request a supervisor if you would like, but you will get the same answer as the Customer Care Representative.

I agree that the Sales Rep was bad, I do not agree with him at all.

[VICTEO18]

Thank you ... you are very kind to write all these. I appreciate the effort. However, I still would like an online rep. from Verizon to respond.

[srisque]

Acrillix: "So, in all, you will receive the $300 Trade in Credit (which always takes 2-3 bill cycles if not already received), the money you paid for the phone, as well as a $25 credit from Samsung."

I seriously doubt at this point that you are in a position to guarantee this, unless you work for verizon and have an intimate knowledge of the full process in verizon back end and in what was done to cancel all current N7 contracts.  Some trade in require the new phone to still be under contract for the credit to be paid.  But verizon cancelled the Note 7 contracts.  Given how badly verizon is dealing with non main stream situation, I think it is fair to say we don't know...  No verizon rep here has so far commented on the issue of trade in and how it will be handled....

The wishful thinking is that you are right of course.... but wishful thinking bites our wallets often.

[Acrillix]

I am just trying to give accurate information that assists people. You can take it or leave it. As for you srisque​, i don't appreciate that. I am a simple VZW customer who takes time to research and speak to my point of contacts and find out what the true story is so I can relay it to my fellow customers who may not have gotten a straight answer. As i said, you can take my statements as the truth, or you can choose to continue to be wrapped up in the lies of corporate business.

Anon​

[pherson]

The problem I have, especially with others comments, is that its been said over and over to read the official Verizon message on this, but people either don't want to believe it or look for any excuse to argue and still use this device. If you wanna not believe what Verizon and other retailers have officially said; that's fine. But dont come on here and belittle longtime contributors by calling them out their name or arguing with them. It's childish and more importantly, annoying.

[VICTEO18]

I appreciate the comments. The reason I would like an answer from the Rep. is because I have been getting conflicting answers from Verizon itself.

They cannot even clarify if it can be returned in store and if the trade-in value honored. I have read what they say and it's vague. That's why I asked. The store and online reps versions were different.

[Acrillix]

Thank you. I agree that the communication has not been the best, however you will get different answers. I only say this because the store has limited stock and options VS direct fulfillment (online, telesales, customer service). If you wish to return the Note7 in store, you can, however they (VZW) is pushing customers to do it online since they can better guarantee you will get a phone ordered and etc. Interim devices (if you order a phone that's on backorder/preorder) are only available in store. I would suggest performing the return online and then purchasing the phone online and then going to the store to do the interim device.

[stever_vzw · Accepted solution]

It's important to us that you have the correct information, VICTEO18 and I would be happy to help. It is troubling to hear about any conflicting information and I assure you we want you up to speed on any credits that are owed to you.

As mentioned by the community members, you do have the option to place an order using our MyVerizon service Samsung Galaxy Note7 Recall Exchange FAQs | Verizon Wireless  While the trade in credit will not be associated directly with an order, it will be applied for you within1-3 bill cycles. A full refund on your payment towards the Note 7 will be also be reversed within 1-2 bill cycles of the return including the cancellation of the device payment plan or contract. We certainly expect nothing but the best customer service experience from our store locations and we are empowered to submit feedback on this particular store.

SteveR_VZW

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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!!

[VICTEO18]

Hello,

1) Can I return my phone in store ? I would rather go to another verizon wireless store. Please can you advise.

2) I want to exchange it for Samsung S7 Edge in store. Would you be able to do that right away in store ?

Thank you,

Victor