How to get credited for Note7 accessories
LISHRODRIGUEZ
Enthusiast - Level 3

I ended up going to the corporate store to place an online order for two different phones to replace my two Note7 devices and ask about the process. While I am not thrilled with having to pay $40 in upgrade fees and taxes out of pocket, I was told the upgrade fees and taxes/payments for the Note7s will be reimbursed once the Note7s are returned. However, what is not clear to me, nor the associates or store manager, is how exactly will my account be credited for the 3 cases, 2 screen protectors, and four chargers that I purchased from Verizon will occur (as they are useless now).

I am very dissatisfied with the lack of clear answers from Verizon and am seriously considering making a change to a different carrier, regardless of cost. Anybody else dealing with this confusion or have any answers?

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1 Solution
jenniferh_vzw
Verizon Employee

I absolutely have answers for you to continue as our valued customer, LISHRODGIRUEZ. This recall is the first of its kind and I certainly don’t want it to cause a rift between us. We will be sending a specialized recovery box to ship the Note 7 back to ensure you can receive the credit for the equipment charges, taxes, and any down payment you may have made. If you purchased accessories designed to work only with the Galaxy Note7 (e.g., Note7 case, Note7 screen protector) from Verizon directly, you will automatically be credited and the accessories do not need to be returned.  Your safety is paramount and I appreciate everyone’s feedback regarding this unexpected recall.

For more details as they become available, please keep checking https://www.verizonwireless.com/support/samsung-galaxy-note7-recall-faqs/

Thank you

JenniferH_VZW

Please 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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19 Replies
skizdidlyidler
Enthusiast - Level 3

Same here. I haven't done anything yet as there are no comparable phones ti switch to. But there is no clear instructions on how to receive credit for any accessories. In my case, I only have a wireless charger, but still that's like $50.

I want to switch to either Pixel XL or LG v20 but they are both too far out to be available as a replacement... I don't know how to avoid my wallet getting ravaged to step down to a worse phone...

LISHRODRIGUEZ
Enthusiast - Level 3

Also frustrating is the fact that Verizon is only handling these returns via an online upgrade, where the other wireless carriers are doing this in store. Why is Verizon making this process so difficult?

jmcolter
Enthusiast - Level 3

I understand this debacle is not VZW's fault, however, it is time for them to step up and take care of their customers. Being asked to downgrade (because that is what is happening with any of the available options), pay full price for the downgrade due to something that is out of our control, lose money on accessories purchased for the Note 7, and to lose our "upgrade" for two years for a device that the majority of us do not want is totally unacceptable. Those of us affected by this need to be offered a discount on our "downgrade". We also need to keep our upgrade option so we can have the opportunity to get our hands on a device that we actually want in the future, be it the S8 or Note 8 (or similar device) once they are available, without penalty or additional fees. This could be handled MUCH better with little additional effort on the part of VZW.

marcuss_vzw
Verizon Employee

JmColter, we understand that this has been a hard situation for you to endure. It is our goal to work with every customer in order to resolve this. We definitely are not taking away you ability to upgrade to a phone that you want in the future. You can return the Note 7 and have your device payment agreement cancelled or 2 year upgrade adjusted. Any accessories specifically for the Note 7 can be returned if you wish, but will automatically be credited upon receiving your Note 7, and don't have to returned. Are there any other questions or concerns that you have about this?

MarcusS_VZW

Please 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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jmcolter
Enthusiast - Level 3

marcuss_vzw,

So, if I return my Note 7 and replace it with say a Galaxy S7 Edge, I will not be tied into a new two-year agreement based on that device from what you are saying? As such, if I'm reading your post correctly, I could upgrade to let's say a Galaxy S8 when they become available in possibly March without having to pay any additional fees or incurring any penalties? Am I understanding correctly that you're saying that my "upgrade eligibility" will remain intact AFTER I switch to a replacement device?

Also, the accessories I own were NOT purchased through VZW and were purchased through 3rd party retailers. Are these accessories still eligible for reimbursement?

marcuss_vzw
Verizon Employee

Jmcolter, I want to make sure we are on the same page to avoid any confusion. If you exchange the Note 7 for another phone then you will start a completely different agreement, in which you will have until you are eligible for another upgrade.

If you return the Note 7 and go back to using a previous phone or one that you borrow from a friend then your current agreement will be cancelled, so that when the next phone arrives you can go and upgrade like normal.

Any accessories bought through a third party company have to be returned to that company and refunded at that manager's discretion. If you purchased any accessories directly through Verizon then we can credit those, because we can verify that in our order system.

MarcusS_VZW

Please 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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jmcolter
Enthusiast - Level 3

So, those of us who no longer have an old phone to fall back on or have a "friends phone to use" (seriously, that's VZW's solution?) are basically being screwed by having to go to an inferior device (that we don't want) and be stuck with said inferior device for two years? Awesome. Great customer service!

I believe it's time to start looking at a different carrier after being a Verizon customer since 2003.

albertor_vzw
Verizon Employee

AlbertoR_VZW

Please 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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jenniferh_vzw
Verizon Employee

I absolutely have answers for you to continue as our valued customer, LISHRODGIRUEZ. This recall is the first of its kind and I certainly don’t want it to cause a rift between us. We will be sending a specialized recovery box to ship the Note 7 back to ensure you can receive the credit for the equipment charges, taxes, and any down payment you may have made. If you purchased accessories designed to work only with the Galaxy Note7 (e.g., Note7 case, Note7 screen protector) from Verizon directly, you will automatically be credited and the accessories do not need to be returned.  Your safety is paramount and I appreciate everyone’s feedback regarding this unexpected recall.

For more details as they become available, please keep checking https://www.verizonwireless.com/support/samsung-galaxy-note7-recall-faqs/

Thank you

JenniferH_VZW

Please 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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LISHRODRIGUEZ
Enthusiast - Level 3

Hello Jennifer,

The three cases, two screen protectors and four chargers (all usb-c which will not work with the S7 edge) were all purchased from Verizon. I want assurance that ALL of these will be credited, and want to know when that credit will occur.

ebonyr_vzw
Verizon Employee

LISHRODRIGUEZ, we can definitely assist you with that assurance. Here's everything you need to know:  Samsung Galaxy Note7 Recall Exchange FAQs | Verizon Wireless

EbonyR_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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LISHRODRIGUEZ
Enthusiast - Level 3

Hello ebonyr_vwz,

I have reviewed your FAQs but I'm still not clear as to when I will receive the credit and if this will also include the chargers that are no longer usable. I understand that the cases and screen protectors may be a bit more clear cut, but I'm concerned that the chargers may be listed under a more generic code so I won't get refunded for them. I spent over $100 on chargers alone.

adriennep_vzw
Verizon Employee

LISHRODRIGUEZ, I can understand your concern. I do want to help you with this. I can confirm that travel chargers and car chargers purchased from us are included in this refund.

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CRAZEEAVERY
Enthusiast - Level 1

I don't think they know what there doing really. I asked the same Question last night and got the same answer. Today I get on some forms talking about this and people are saying they already got their credit and were told to keep the phone a box will be sent to you to ship it back to Samsung and they walked out the store with a new phone and the Note 7.

jmcolter
Enthusiast - Level 3

AlbertoR_VZW,

I have looked at the Pixel devices and find them to be lacking. No IP68 water and dust resistant rating, no expandable SD memory options, and an unappealing aesthetic design IMO.

I do not want an Apple device as a switch to iOS would be an utter pain given that I am rather invested in Android in term of accessories and the overall Google ecosystem.

The only remotely close option is the Galaxy S7 Edge, but I have reservations about getting locked into a two-year contract with a device that, A: I never really wanted in the first place, and B: a device that will most likely be obsolete and replaced by the S8 / S8 Edge in five months.

To be frank, I would have never upgraded and moved away from my Note 4 if the Note 7 was never an option. I upgraded expressly for that device.

Here's what I would be willing to deal with:

Taking a replacement Galaxy S7 Edge while still keeping my upgrade eligibility so that I have the option to upgrade to a device that I may actually want before the two-year agreement is up, be it when the S8 models come out of if/when the Note 8 is released next year. I don't believe that is too much to ask for given the situation. I honestly don't mind paying for the device if I can upgrade as soon as something I actually want becomes available, without incurring additional costs, fees, or penalties. I simply don't want to be stuck with a device that I would not have purchased if this would have never happened. I believe many other Note 7 customers would agree.

Samsung and Verizon need to make this right. The current plan of action offered by both companies is not doing that.

RKight
Enthusiast - Level 2

Jmcolter, I'm with you 100%.  I absolutely loved my Note 4 and had no desire to upgrade until the Note 7 was announced.  There are no other "currently available" phones I'm interested in, including the S7 Edge.  The only phone I have any interest in is the LG V20, which Verizon has announced it will be carrying.  They have not announced a release date yet but the other three major carriers are releasing it on 10/28 (AT&T currently has it up for pre-order and T-Mobile has it listed as coming soon).  If Verizon forces me to return my Note 7 before I can purchase the V20, I'll likely look at other carriers since they'll have it in a couple of weeks (I'm not under any kind of contract).  I know the recall isn't Verizon's fault but I'm not going to get stuck in a two year payment plan for a device I don't want.  This really makes me wish I hadn't traded my Note 4 for this "pocket-bomb" as I've heard it called.

NTENSE0911
Enthusiast - Level 1

I'm also considering a carrier change.   I have 7 phones on my account and mine is the only note 7.  However,  losing money on accessories whether 3rd party or not is ridiculous. I do not think we as loyal customers should be treated like this and made to feel "blackmailed."

CHRSWI27
Enthusiast - Level 3

I took my accessories and the receipt to the store where I purchased them from this evening and the associate gave me a refund using the same payment method that I used. I received the money right away. That would be your best option so you are not losing any money.

LISHRODRIGUEZ
Enthusiast - Level 3

I had tried that initially but the store refused, saying the credits will be issued through the system, the same as the Upgrade fees and taxes on the Note7s. I could try it again but am frustrated with the lack of clear answers. Experiences vary from location to location and this makes for an awful experience for consumers.