NOTE 7 RECALL EXPERIENCE???

[Predator7]

As far I can tell Verizon and Samsung are doing excellent job with Note 7 recall process!!! And Most People are here kept asking the same question over and over again!!! VERIZON HAS DONE EVERYTHING TO MAKE IT VERY CLEAR AND TRANSPARENT WHAT TO DO WITH EXISTING NOTE 7 PEOPLE THAT HAVEN'T RETURN YET OR WAITING FOR REPLACEMENT!!! So please be patient and follow the instruction that Verizon and Samsung posted here.

                                          And No I don't work for Verizon or Samsung.............

[CYNTHO91]

Actually all Verizon has done is copy and paste from Samsung.  Multibillion dollar company and they copy and paste

[beewize2]

My exchange experience (so far) was very painLESS.  I initiated a chat from the VZW website. The rep researched the exchange process, initiated it via chat, I confirmed it via email, and order placed.  The caveat which makes me nervous is I had to pay the taxes on the new phone.  The rep said I would be reimbursed once the old phone is received.  He didn't have that in writing to send me.  So we will see. 

[Disnie]

My experience was awful today.  They just got the Note 7s in today and I was the first one that they apparently did.  After refusing to do my exchange because it was voluntary ...  I felt like crap.  I kept telling the guy it was recall and they had to replace it.  He kept arguing with me and said no, it was only voluntary.  After asking to speak with the manager... he finally went and got her... she said the same thing... I got so upset because here I am, I left work to go replace the Note 7, get there and now this.... I got up to get my purse, I am so mad that I am shaking... thinking in my head screw this.. I am going to AT&T.  A friend of mine has AT&T and they are awesome to her.... I have always loved Verizon until lately.  I have FIVE lines with Verizon.. been with them then years.... the manager said hold on, let me go call and see if I can get around this.... she comes back and they did exchange it for me.  However.... the screen protector that I bought the same time I bought the original Note 7..  they would not replace.... the accessories in the box.... they took them.... I was in Verizon over two hours and missed two hours of work.  BTW...  I talked with the chat customer service and over the phone customer service and they both told me that I would get to keep the accessories in the new box as well as the old because it was Samsung's mistake and I would get a new screen protector due to Samsung was replacing those as well.... well, I was told in the store that it didn't matter what the customer service said on the phone or in chat.  I did have a print out of the chat saying I could keep the accessories out of the old and new box and would get the screen protector replaced.  They would not accept that.  So basically I learned today, I do not want to deal with Verizon longer than I have too. 

[Predator7]

That's pure sucks!!!

[garnerbt]

I agree! I am going to look into some of the other providers in my area. It may bee time to switch. My local store is awful and this recall has pushed me over the edge!

[Predator7]

I used to be thought Verizon provide fastest 4GLTE Network until last week friend of mine came over who has Note 5 with T-Mobil Network, we ran the speed test 5 times and T-Mobil Network beats Verizon every single times with good amount of margin!!!

[Sprottn]

I purchased my Note 7 from Verizon online however they are telling people to go to the STORE to exchange our phones. I went to my local Verizon Store (Verizon Owned) and was told they SOLD out. The rep stated that they sold out due to all the people that wanted to Upgrade their phones. When I asked why they had not held any Note 7 phones for those waiting to exchange RECALLED phones and he told me they didn't have to. It was all 1st come 1st serve. Mind you a different rep at the same store told me last week not to worry because all new Note 7 phones would be held for those waiting to exchange.

[JSM71]

Have been refused at corporate store twice.  Called VZ today, was told, by a "manager" that because I was "outside the worry free return period" I had to go to a store.  Clearly Verizon believes there is no risk with these phones and wants me to keep using it.  I'm sure there won't be a problem, but if there is, they've now assumed responsibility.

[Samfunked]

Verizon could care less about our satisfaction with their treatment of current note 7 owners! I experienced the exact same thing! They sold out within 30 mins to new customers! They even said they couldn't hold one for me! I live 45 mins away and don't want to waste anymore of my time then I already have on this total nightmare! Total disregard for our needs! All about the "Mighty dollar" and stock prices! I am done with Verizon!

[Disnie]

Exactly!  I feel like Verizon does not care of their customers or their safety!  Even though it is on their website.... but when it comes down to it.  They do not care.  They don't even want to fool with you unless you are buying something. 

[rgang50]

I really, really do not have a clue what everyone is complaining about. I have my New Note7. Got it today. I have nothing to complain about other than having to change my phone two times in less than two weeks.

Here is what I did: I called the "Corporate" Verizon Store and told them I was returning my recalled Note7. Backed up my phone with Smartswitch. Did a factory reset. Packed everything up (I do not need spares to sell on ebay). Took it to the store and got my interim S7.

Used it for less than two weeks.

Called the store again this morning and asked the status of replacement Note7. They noted my name, number, color of the phone. Called me back in less than three hours and informed me - 'a unit is waiting for you'. I thanked the rep for the phone call. Factory rest my interim S7, packed up everything. Took all my receipts and got to the store. Waited for my turn (half an hour) the rep took my S7 and I got my replacement Note7. The paperwork (mostly billing) took up most of the time. The rep activated the phone and I was off.

While there I noticed reps were actually helping customers transferring their stuff from the old phone to the new one. Now that is what I call tophat service.

What do I have to complain about? NOTHING!! (I am not paid for this this either).

Hope you all have a pleasant experience.

[sztheday2006]

I wish had experienced the same thing. Unfortunately neither of the corporate stores in a reasonable distance (50ish miles, I do not live in a large metropolis) had either the ability or inclination to be so accommodating, which is a shame as I have said before, have been a died-in-the-wool Verzion fan girl. Personally I have used their service for over 20 years and convinced family members to switch from the dreaded Blue Bully (ATT) and been responsible for dozens of corporate lines that I moved to Verizon as our provider, so happy with the service and customer care. It pains me to see and experience, first hand, such poor customer service and convoluted information and disinformation throughout this process. Yes, I was able to finally get a CSR to process my "exchange" over the phone but I had to pay for the phone again, just like a new purchase rather than an exchange, which I didn't have that much of a problem with. I'll get the money back when I return my recalled note. But not everyone could do that with no problem. It's a shame to see the level of customer service and commitment having declined to the point it is, now only tweeting benign, unhelpful, regurgitation of the same statement, referring customers to Samsung site and then asking if there was anything else they could help with. As if they had helped or assisted in the first place. I am definitely exploring my other options now. This sort of thing can gain customer loyalty for life or do the reverse. Samsung, for stepping up, has earned it. Verizon, not so much.

[Samfunked]

I am in the process of writing the attorney general now! This sort of treatment is not ok! Especially when dealing with something that could potentially kill you! What about the disabled person receiving social security no car and no credit card! Simply put they are [removed]!

[FARIDTIARA]

I am very disturb about the whole experience, This suppose to be a easy exchange but it isn't. Instead it is a nightmare. I lease my phone on 08/31 and was current on my Verizon account. Now as of today i past due and they will not exchange my phone because of past due amount. This is a safety recall not a volunteered recall. Verizon refuse to switch out phones. prior to a week ago I went into store to get the S7 edge instead and the representative told me there just wait till 09/21 and billing is not a concern whether you current or not. NOT A GOOD COMPANY.. I CALL THE Consumer Product Safety Commission The Report No. 20160921-E9614-2147413852-ttps://www.saferproducts.gov/CPSRMSPublic/Incidents/ReportIncident.. I would advice you all to do the same as I was told Verizon have a huge amount of unhappy customers .. I am looking at Class Action Lawsuit as well for Safety Violation 

[Predator7]

It seems to me Verizon's Corporate Store Managers and Employee's are not following Verizon instructed rules and regulation instead they are bullying or misleading Customers intentionally !!! Verizon online and Phone Service Employee are way better than Store Employee but perfection is limited based on their knowledge.

                                                  No Verizon Customers shouldn't have to go through this Samsung/Verizon Recall Nightmare!!!! Managers and Employees that mislead  Customers should get punish or disciplinary action should have taken against them immediately!!! Verizon you need get your act together and start supporting your Customers.

[bbrown450]

Look as "dead on" as your words are my man ....we all see what is going on here. These guys own/run a "COMMUNICATION COMPANY"  here..they absolutely have the tools to get the word out, IN ONE EMAIL....TO ALL OF US !!

Each and everyone of you that taken the time out of your busy day to come here to share your experience in the hopes that you would get actionable info.......and did not could have easily addressed each of our needs, individually and intervened to make sure that we got taken care of. While I did see limited follow up, it was mostly for those not having a very complex issue...

They are playing the waiting game...letting the chips fall ( or customers) where they may. The only way that you will get them the message is with your wallet.... they have turned their ears off...their inaction speak louder than words....you have a choice to let them play their games....or move your business to someone that cares

[Predator7]

You have done the right thing.

[Disnie]

I just got off the phone with a Verizon customer service rep, she was extremely nice and apologetic about my in store experience.  She is sending me out the screen protector.  Only thing is, I am not good at putting them on and I refuse to go back in the store.  So... to find a smaller Verizon store to put it on for me if they will.

I agree, Verizon needs to step it up because it is a MANDATORY recall, not just people wanting a new phone.

[Predator7]

Hi Disnie I am also finished my replacement order through Phone (800-922-0204) without any hassle!! It should be ship tomorrow.

[Disnie]

I am just glad the whole thing is over with..... I love the new version.. seems the battery last longer.  Although as of right now, I still refuse to go back into the store. I hope since the new phones are out, maybe Verizon has learned the rules and learned that it is a mandatory recall and not just because you want a new one.

[Predator7]

Mine is coming Monday, glad to hear that you got yours..............