Here is the swap answer for N7 - What about VZW online purchases?
jdmnd2016
Enthusiast - Level 2

I don't understand where it is that VZW expects those of us who purchased N7's through them online to just return our defective device! I've been following and searching for days just to get this update which still doesn't include online pre-orders. I'm beyond frustrated as are so many. Come on VZ, you can do better than this! Make an official statement as to how we are to return devices that were shipped to us. Shall I just go out on my porch and throw the defective device in the air and hope that one will come back to me? We purchased two of these N7's and we all deserve much better treatment for an issue that is not the fault of your customers. Seriously, please get it together. It's awful that all of the inquiry's on this forum which is moderated by VZW customer service only have ONE reply. ONE! Get it together VZ, we as loyal long time customers deserve better than what you've put out there. Or HAVEN'T put out there. ... smh

The U.S. Consumer Product Safety Commission has announced that Samsung is recalling its Galaxy Note7 Smartphones and told consumers to "immediately stop using and power down" the recalled Note7 devices purchased before 9/15/16. On Wednesday, 9/21/16, Samsung's new Note 7 will be available. Verizon strongly advises that you replace your current Note7 with a new Note 7. Verizon is waiving the restocking fee when you return or exchange the device to the location you purchased it from. For your inconvenience, Samsung is providing $25 off any accessory or a $25 bill credit. Learn more at www.Samsung.com/us/note7recall/ or http://www.cpsc.gov/en/Recalls/2016/Samsung-Recalls-Galaxy-Note7-Smartphones/

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1 Solution
lynne_vzw
Verizon Employee

The last thing we ever want to do is leave an unsafe device in a customer's hands, habana. Let's ensure you can get your exchange right away. Our corporate stores are being equipped with sufficient stock to handle all the exchanges that are necessary as early as today. You can stop into any location to get a new device, and have your data transferred over. What is your zip code so we can find the closest location to you?

LynnD_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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31 Replies
IncredibleJedi
Enthusiast - Level 2

Your quickest and safest bet for doing a direct exchange is likely going to your nearest corporate store when the new N7's arrive, and then just doing a direct exchange. There will likely be an option to ship back out old N7 device, but I don't think those details have been hammered out specifically, yet.

If you're able to make it over to a corporate store, I would go that route. As inconvenient as it may be, it gives me peace of mind knowing that I am dealing directly with staff over having things out of my hands for a couple of days. I imagine it does for a few others as well. Samsung likely has shipped more than enough stock to their carriers for replacement devices as they want to do exchanges and allow other customers to purchase new N7 devices to turn around their losses as quickly as possible.

To confirm that the corporate store you chose has N7's available for exchange, you may call up that local store, and then press "3" when the automated system kicks in, which will then transfer you to the store directly.

jdmnd2016
Enthusiast - Level 2

Thank you, most appreciated. I was thinking that will be the best way to go and if for some reason we are refused we'll have to find another route. We are in Southern Maine and there aren't a whole lot of choices for Corp. stores but fortunately their is one within reasonable distance.

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habana
Enthusiast - Level 2

The website tells me to call the 800 number and ask for the replacement since they are not maling the replacement unless you request another note7. The 800 mumber tells me that I have to wait until the 21 to put the order and the corporate store tells that they don't know if they are going to get enough units or color. NOW THEY ALSO TELLS ME THAT THEY WILL NOT HELP IN TRANSFERRING THE INFORMATION FROM THE OLD ONE TO THE REPLACEMENT AND I HAVE TO SURRENDER THE OLD ONE AT THAT MOMENT. SO I WILL LOSE ALL THE INFORMATION THAT IS NOT IN THE CLOUD. I RETIRED FROM VZ AFTER  30 YEARS AND THIS IS NOT THE OLD VZ. SHAME

lynne_vzw
Verizon Employee

The last thing we ever want to do is leave an unsafe device in a customer's hands, habana. Let's ensure you can get your exchange right away. Our corporate stores are being equipped with sufficient stock to handle all the exchanges that are necessary as early as today. You can stop into any location to get a new device, and have your data transferred over. What is your zip code so we can find the closest location to you?

LynnD_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!!

mikelaaron
Enthusiast - Level 3

What if you don't have the box or accessories- is there an issue getting a note 7 replacement for the current 'bad' one?

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mdhittle
Enthusiast - Level 1

Be very carefull when returning your Note 7 to a store if you purchased it online. I returned mine to a store and recieved a reciept for it for only the phone. I was not reimbursed for the $40 dollar upgrade fee. And now, Verizon is refusing to honor the return. They have my phone and they are still expecting me to pay for it.

JOHHAM55
Contributor - Level 1

I pre-ordered my Note 7 online also and was as confused as you are because we were getting NO information. After many calls and quite a bit of BOGUS information this is was what I did. First deal with a Corporate Store (just because it has a Verizon sign doesn't mean it is Corporate). Make sure you have all of the stuff that came in the box together with the phone and take it to the Corporate Store. You can trade it in there for a new phone or refund. I turned in mine and got the S7Edge temporarily until the Note 7 is released again. There are NO LOANER phones, you will pay the monthly fee on the phone you get. Supposedly the new phones will be available on Wednesday the 21st, I just got off the phone with the store and they told me they have gotten no news and no directions as of yet on the Note 7.

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CYNTHO91
Enthusiast - Level 2

Have you called any of the stores?   I have..... and they all say either " we have no idea about the phone coming out on September 21", or "yes we are getting a few on the 21st but don't know when or how many, "  I even had one store tell me they were getting 9 note 7's........9?????????    I called 12 stores in two cities close to me, and it seems like they got an email on what to say.  

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MATTressInsptr
Enthusiast - Level 2

I spoke with Verizon employee accounts on Friday 9/16/16.  I was told I must call Verizon on 9/21/16 and request an  exchange. New one will be sent and  I will return defective one one it is received. 

MATTressInsptr
Enthusiast - Level 2

Update from my 9/18/16 post 

I decided to call  this morning to see what was up even though I was told to call on 9/21/16. 

Rep was very nice .. She credited my account for cost of phone. She said she couldn't put though order for new phone today but will call me on Wednesday 9/21/16  @ 8:00 AM   to finish transaction with me.. 

Happy with call 

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sztheday2006
Enthusiast - Level 3

So is this solution available only for VZW employees? When I've spoken with customer service via phone and chat, the only option I was offered was to go to a corporate store even though I ordered online. Called both of my stores within a 50 mile radius and both told me that "there is no word on when the replacements might be available and we have no set date". I informed them of the Verizon statement that I received via text on 9/15 stating they would be available on the 21st and they said, "huh, we haven't heard anything." Almost word for word from both stores. I asked if I could get on a list for notification and was looking for a replacement for my blue Note and each sort of chuckled and said "good luck. We rarely got any in blue and just one or two per shipment", thus me ordering it online. Would be great if we all could exchange the same way.

PMDEL844
Newbie

sztheday2006, I called VZW on Friday and was told there would be no shipping out of replacement N7s for anyone (like me) that ordered online.  The rep said the phone wasn't safe to mail back, so I had to go into the store.  Now, NO ONE has said the phone explodes from a powered off, cold state - so this statement is ludicrous on its face.  I avoid VZW stores at all costs; have never had a satisfactory experience and a visit is always very time consuming.  That is why I order online. The VZW recall statements all say to return the way you obtained your phone - so for me, that is online.

Are you a VZW employee, or did you do anything specific to reach a rep that gave you this info?  I'd like to call back and deal with an equally well informed VZW rep, but there is no guarantee you will reach one when you call in randomly.

Thanks.

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sztheday2006
Enthusiast - Level 3

i  was just inquiring as to Matt's comment above ("I spoke with Verizon employee accounts on Friday 9/16/16") and it looked as if they had a different exchange process for Verizon employees and wondered if that was also available to non-employees. It looked as if the response he got was wildlly different than the one those of us that ordered online and inquired about a mail exchange had received.

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JohnB_VZW
Verizon Employee

We are always here to help sztheday2006. Let me clarify. If you are looking to exchange your Note 7 for the revised Note 7 and it is past the 14 day worry free guarantee time frame you will need to exchange the phone at a direct VZW store.

We're here if you need further assistance.

JohnB_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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sztheday2006
Enthusiast - Level 3

Thanks for your reply JohnB_VZW regarding the EXCHANGE of my Note 7 for a new re-released version.. I was however, posing my question to an earlier poster,  (see below) that indicated he had gotten the word last Friday that there would be no problem exchanging the device via phone but he obviously had an EMPLOYEE account and I was inquiring as to whether or not regular customers would be afforded the same convenience. As you can see from his reply, yes, he was successful. Incidentally, as was I and am now restoring my phone once again, as it just arrived via UPS 20 minutes ago. I did however have to buy the phone all over again as if it was a standard return because I wasn't happy with the device. Probably not a requirement for employee accounts.

I appreciate your response but I have to ask, as this whole issue began three weeks ago, and thousands upon thousands of views and posts regarding the questions as to process, procedures, reassurances ... the VZW voice has been remarkably absent from this forum and as it is the only method that many relied on for information and assistance due to the conflicting information that was presented to us as customers through the various VZW channels, that is frankly disappointing and disconcerting. It seems that now that the situation is coming to a close -- some folks with more frustration than others at local Corporate stores, and some of us that managed to get a CSR willing and able to work with us in getting a replacement device shipped to us -- there is a much louder VZW voice. And unfortunately still not addressing actual questions that have been posed but rather canned answers, for the most part. So having watched and participated in these forums for the past 20 days, it seems that the only customer market Verizon seems to hold in the highest esteem, making the exchange process as painless and simple as possible, has been Verizon employee accounts. I don't begrudge employee accounts anything, they are customers too. But how about the rest of us? The very question I am framing to pose to your executive offices shortly.

I am with an employee account.  I called today. New phone was shipped and should receive Friday

sturner888
Enthusiast - Level 2

JohnB_VZW,

I received my original on 8/19, and was able to exchange by phone on 9/20 (received replacement 9/22). Obviously I was well beyond the 14 day "Worry Free" deadline, so there is STILL no consistency between responses that folks are receiving!

JSM71
Enthusiast - Level 3

Agree, bought online, I was nice enough to make two return attempts at corporate stores but was refused.  At this point, I bought online, I'm going to return online, or not at all.  Clearly Verizon doesn't think there's a problem or they would be taking care of their customers - anything else they're putting out there is just PR.  You know who/where I am, if there's a risk in keeping this phone feel free to send me a replacement and a label and I'll return it. 

MATTressInsptr
Enthusiast - Level 2

I am with an employee account.  I called today. New phone was shipped and should receive Friday 

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MAXSMOM382
Enthusiast - Level 3

I was told the same but now they are refusing to send them out. They are recannting statements and saying you have to go to the store. Verizon has not done a good job on this one.

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PMDEL844
Newbie

Doing this on my mobile so I can't reply to those who responded to my question below sorry. I spent about 30 minutes with a polite Verizon rep on the phone about an hour ago and ultimately was told to call tomorrow, the 21st, 2:02 a.m. replacement Note 7 and have a box sent to me to return the old device. She said they would of course waive the restocking fee and issue the $25 credit as well but I had to ask them to do that tomorrow. Doing it this way requires you to pay the tax again if you did the monthly payment option, but they refund that when they receive your old device. Seems many of us are being told various things but when I stated I had read that a Verizon employee could have the replacement order done this way, she put me on hold for another 10 minutes and ultimately I got the answer that they would indeed send the device out. This only makes sense as they were telling us from the beginning to return the device to the same place you originally obtained it, and I always use online orders because the stores are a nightmare. My best suggestion is to wait until tomorrow to call and say that others have been told this so you want the same consideration. That's what I'm doing and they noted my call today in their records so I'm hoping it works. If not, I'll be back on here to report that it was unsuccessful.

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