Note 7 Recall Details

[cehogan483]

Verizon Wireless,

Could you please provide more clarification to your Note 7 owners regarding the recall.  Below are my specific questions.

1) Your announcement sounds like I can only downgrade my phone.  Are there any options that Verizon is offering for those of us who simply want to exchange our phones for a new Note 7 or are you going to force us to go through Samsung for that?

2) If we go through Samsung to get a new phone what steps will we need to take to ensure our accounts reflect the correct IMEI?  Will that simply change once we insert the SIM card?

3) Lastly, are you offering Note 7 accessory returns?  I have seen no mention of it but it seems odd considering AT&T and T-Mobile are both allowing their customers to return accessories.

Just to be clear AT&T and T-Mobile are allowing users to get the $25 Samsung apology, a new phone and a refund on accessories, but it sounds like Verizon is forcing us to downgrade our phone and receive $25 only for new accessories.  I am not use to Verizon doing stuff like this but clarification would be nice so that I can figure out what I need to do.

Thanks,

Chris

[sztheday2006]

I'd like to add another question: How will the exchange be handled when the original Note 7 was purchased directly through verizonwireless.com? Can we expect a replacement device to be shipped so we can use smart switch to set up new device and return original or be without a phone until the new one comes? I no longer have access to my S6 edge+ as another family member now uses it and their phone is no longer working.

[WestVirginiaHillbilly]

I completely agree with Chris. This does sound like that our only option is to downgrade. This is the phone I bought. I bought mine online as well and there is no instruction for this.

What is there that is the equivalent to this? I went through the options. I didn't want anything else but this. There is no option where you can come out with a replaced Note 7?

Frustrating... I bought Accessories but I didnt buy them through Verizon.

I just want my Note 7.

Heather

[H_ILLARY]

I ordered my note 7 online as well and called Verizon customer service this morning. The lady told me they wont send me a new phone until i send my note 7 back to them which is b.s. so they then told me to go to a corporate store and they will exchange my phone with a loaner until the new note 7 comes out. I drive an hour to a corporate store and they say yes they can exchange my phone but i won't get a loaner I have to keep what they give me. Since the recall is through Samsung I need to go to the Samsung store in best buy. I go there and they say yes they can put me on a list to let me know when the new note 7 comes out but they can't take my old phone cuz I bought it through Verizon so I would have to give my phone back to Verizon get a refund and then get the new phone from them... or just wait till the new note 7 comes out and exchange it then.  So after all this I will again have to drive an hourz to exchange when it finally comes out or send my phone back to them and go a week without a phone. RIDICULOUS

[3ON4OFF]

I too would like to know why other carriers such as Sprint, T-Mobile and AT&T have already sent out specific notification to Note 7 owners about returning the phone for a replacement Note 7

I went to the Verizon store and was told I can only exchange my Note 7 for another note 7 before Sept. 30th.....WHAT?

What happens if there are no replacements by Sept. 30th? What happens if I'm out of town? 

This is ridiculous.

If I have a NOTE 7, I should be able to exchange it for a New Note 7 at MY CONVENIENCE once replacements are available.

Why is Verizon not sending this out to people who paid almost $900 for a phone?

[ninjahh]

I have called Verizon twice today already. First time I was told that I could go to any Verizon location and they would swap out my current Note 7 with a new Note 7 and could easily transfer all my info over, etc.

I called the Verizon at the corner to make sure they had Note 7 in BLUE available before I traipsed up there. THEY told me that NO... they were NOT replacing Note 7's with new Note 7's. They have been instructed to take all Note 7's and replace with another phone. Period.

So, I call Verizon BACK and am given an different answer from this morning... that NO Note 7's were being replaced at all, and you could either get your money back or exchange for a different device entirely. I was told that they tried to do the exchange last week, but the new phones were all exploding too, so Verizon stopped everything and doesn't even plan on carrying the Note 7 until maybe the end of October or November....

WHAAAAAAAAAAAAAAAT????!!!!!!!!!!!

EVERY other carrier is offering an exchange. Even At&T, whose service is horrendous, is offering current Note 7 owners to exchange for an edge or Galaxy 7... and then when the new Note 7's come out they can then exchange for THAT.

What the hell Verizon?! If I wanted one of those other phones I would have bought one a LONG time ago...

I'm hoping all of this will change yet again...because this can't be real. Verizon cannot be this lame.

[DANNEW81]

I called my local corporate store and was told that Samsung would let them know when the replacement note 7's would be available. I said I wanted to exchange for same phone and was not told I couldn't. They said I should check back next Monday.

[Vaporsilver]

I just got off the phone with my local store and they also said you COULD exchange Note for Note. He went on to say all 35 defective IMEIs have been received and it's just a piece of mind thing. Samsung had not let them know when they will be getting the Notes but you should receive an email from them when Verizon gets them. At that time you can do the exchange.

[marc10406]

If you go into a store before the Replacement Note 7s are in, the only replacement the store can give you is what is in stock.   This only makes sense.  So the person you talked to is half right.  According to Verizon you will be able to exchange for another Note 7 or downgrade and get a refund for the difference.  Remember the replacements are not in the stores yet (as of 09/06/2016). As for me I will wait until they are or until 09/30/2016, whichever occurs first to turn my phone in.  If the new Note 7 is not in by the 30th than I will return my phone, make sure I get a receipt and wait to buy either the Note 7 when available or maybe wait for the S8 or Note 8.

[Jason_Nipp]

Verizon,  I just got a text message saying I need to return my phone by September 30 to waive restocking fees? 

Does this announcement supersede the message I got from Samsung stating my phone will be replaced within 2 weeks with a new Note 7?

I want to know if I wait for my replacement phone if my opportunity to move to another device will expire if Samsung takes longer than the stated 2 weeks?

Does the return waiving restock fees your offered via text include accessories?  I have $200 worth of cables,  cases,  docks,  and mobile chargers that are pretty much specific to the Note 7.  If I moved to a S7 it is not USB-C, so all the new cables are for nothing.

I'd like some answers please.

[Jason_Nipp]

Announcement

In response to our recent announcement regarding battery cell issues with the Galaxy Note7, we are launching an exchange program for all Galaxy Note7 owners. We are offering this exchange because your safety and peace of mind is our top priority. Additional sales and shipments of the affected devices have been stopped, but if you already have a Galaxy Note7, we ask that you replace it.

Through the U.S. Product Exchange Program, you can:

1. Exchange your current Galaxy Note7 device with a new Galaxy Note7 (as early as next week).
2. Exchange your current Galaxy Note7 for a Galaxy S7 or Galaxy S7 edge and we’ll replace any Note7 specific accessories and give you a refund for the price difference between devices.

We know this exchange is an inconvenience, so you will also receive a $25 gift card, in-store credit or bill credit from select carrier retail outlets when choosing a Galaxy S7 family device or the Galaxy Note 7 within the exchange program.

Exchange Process

Galaxy Note7 owners can contact or visit the retail outlet where they purchased their device. If you bought your Note7 from Samsung.com, you should contact us at 1-800-SAMSUNG and we can help you. If you have any questions or concerns, contact us directly at 1-800-SAMSUNG.

[Jason_Nipp]

So Verizon,  can I exchange my N7 for a N7 or not?

[pherson]

You posted what Verizon said they were doing, and then you ask if you can get your phone replaced with the same device. Was there something in what you posted in their statement that you missed?

And be if you purchased those accessories from someone other than Verizon you will have to follow their exchange policy or take it up with Samsung.

Verizon is only the service provider; they do not make the phones.

[mzjme34]

I didn't see any about online users? When I contacted Verizon they stated they were working on the issue and would send a return package. Also provider or not they provided the phone whether through another company or not. We need phones we didn't pay Verizon for a phone that could do harm to ourselves and family so with that being said I want a phoen of equal greater value. Also no I'm using a a flip phone my kids come first, and yes lawsuit won't go over well when they recalled and can still cause harm.

[mzjme34]

Also when I received the phone and contacted Verizon about the issue they said I had 14 days to replace it. REPLACE WITH WHAT so i can wait for in store credit or  wait 2 months to receive my money back from the difference. I'm not mad at Verizon for the issue yes electronics have defaults I'm mad because the run around they keep putting people through. I'm not going to have a phone ooze battery acid all over me. I use my phone for school on the go and contacting my family who doesn't live near me. I am paying verizon for a flip phone when I have 1000.00 phone sitting in its original box due to defaults. I don't think asking for a phone of equal or greater value is asking to much. Goodness.

[Vaporsilver]

What about those of us who ordered online and not at a retail store?

[Jason_Nipp]

That's why I'm asking,  I pre-ordered the first day available for pre-order online.

I spoke with Samsung,  the CSR kept telling me the exchange would be handled thru my carrier. 

Just got off the line with Verizon,  they are sending me a return bag,  but said that more details will be sent to me when replacements are available.

So basically I'm holding onto this N7 until I know a true answer.   My phone does get very hot while charging,  so hopefully we get real answers soon.

[Vaporsilver]

I too ordered first day; thankfully mine doesn't get hot.

I'll still have to stop in to the closest retailer just to have a chat.

[quotedbyelena]

Mine doesn't get hot either. I'd like to keep it except now my phone gets a notification every time I plug it in to power it down and turn it in.

I'd like to keep it since no one has made the exchange process easy yet.

[ralpht_vzw]

Quotedbyelena, we want to make sure your phone gets replaced. We are here to provide assistance.  I am sorry that you had problems replacing your phone in a store.  We recommend taking your phone to the original place of purchase.  If you ordered your phone online or purchased directly from a corporate owned store then you can take it to any corporate Verizon store.  Follow the link for our store locator:  http://vz.to/2cg06Uo

[mwwall63]

I just got off the phone and the lady was actually not very friendly about the matter. Apparantly if you make payments on your phone you must pay for another and then get a refund on your bill. If you paid the $299 for a 2 year contract you will simply get a new one in the mail with a return package for the first one. The date is unknown, hence the notice of "within a week" is a total crock. She said I would receive a notification from Samsung and then I'd be able to get the exchange from Verizon. [removed] I went easy on her for the effort but made it clear the Verizon response was actually WORSE than has been Samsung's! And I genuinely believe that...unfortunately.

Profanity removed as required by the Verizon Wireless Terms of Service​

Message edited by Verizon Moderator