Store made me buy another for to replace note 7. Feel like ik being ripped off!
DAVDAV8
Enthusiast - Level 2

I tried to exchange my note 7 online like Verizon preferres. I followed their instructions and online wanted me to pay full price for another phone.  Went to the store and the employee said that dosent seem right so I signed into my Verizon at the Verizon store so he could try to do it for me. It didn't work. So long story short

.... I had to upgrade like normal and pay for an s7 edge. So now I have paid for 2 phones but only have one. I was told I would get an email on how to get my money back. 2 days later I still don't have an email for this. Will I ever get my money or was I ripped off?

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1 Solution
allisonc_vzw
Verizon Employee

Our goal is to make this trade in process as easy as possible for you, jethro57.  This is the first major recall of a smart phone and processes are being ironed out. We have put together a frequently asked questions page in order to help everyone during this transition. http://vz.to/2eoiuK7

If you take a look at question 2, you will see the exchange process. Handing your device into the store is a first step. We then mail the device back with the specialty box to the warehouse. That is where the credits are applied. I hope this explains the money disparity that you were concerned about. If you have any additional questions, please feel free to ask.

AllisonC_VZW

Follow us on Twitter@VZWSupport

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14 Replies
DCGUCCI1
Enthusiast - Level 3

the store I went to acted like they didn't even want to touch my phone, they tried handing me a piece of paper with all the FAQ on it... said they wont take the note 7 in the store. I will have to handle it all online. still haven't decided what to do yet....don't like my options

ROYEVE47
Enthusiast - Level 3

I did the exchange by phone and got my replacement phones... One s7 edge for my son and LG v10 for myself... Still have note 7s and have been told nothing regarding box or return.

DAVDAV8
Enthusiast - Level 2

I paid full for my phone.  Did you don't that?

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PATDOR46
Enthusiast - Level 2

I would like to find a way to have Verizon investigated for this. It seems like consumer fraud.

They sold us a defective phone for a premium price, then want us us to foot the bill for another premium phone.  They can use our cash for 6-8 weeks,  interest - free.

This absolutely screams class action suit.

Is there an attorney out there who would like to fake this on?

Mos948
Enthusiast - Level 2

I tried ordering the note 5 and I still have to pay taxes really I already payed enough for the note 7 i am downgrading I shouldn't have to pay a dime always trying get more money from us

nicoleb_vzw
Verizon Employee

I can certainly understand that this hasn't been easy for you DAVDAV8. We truly appreciate your patience and understanding while we work through all this with Samsung. We are glad to see that you were able to get the new phone at the store. Our systems are going to be crediting back all costs for the Note7 as quickly as possible.

NicoleB_VZW

Follow us on Twitter @VZWSupport

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jethro57
Enthusiast - Level 2

NicoleB...is that going to be the 4 - 6 weeks it is taking to get a refund from the first exchange?  I would expect that if I go to a Verizon store and exchange my Note 7 for a different phone, paying the difference for a more expensive phone or receiving a refund for a lower priced phone, I would not have to "buy" the new phone, then wait 4 - 6 weeks for Verizon to credit back the full value of what I paid for the SECOND Note 7.  The program even says this is an EXCHANGE.  I'm sorry, but I am not willing to give Verizon $1,200 for 4 - 6 weeks for the two Note 7 phones ($600 for two phones twice).  I can't afford that kind of expense. If I hand over my Note 7 at a Verizon store, Verizon now has the phone and should be able to immediately credit back the cost.  I can understand the delay if I have to mail the phone back, but to do an in-person exchange at a Verizon store, Verizon should be able to do an immediate refund.

allisonc_vzw
Verizon Employee

Our goal is to make this trade in process as easy as possible for you, jethro57.  This is the first major recall of a smart phone and processes are being ironed out. We have put together a frequently asked questions page in order to help everyone during this transition. http://vz.to/2eoiuK7

If you take a look at question 2, you will see the exchange process. Handing your device into the store is a first step. We then mail the device back with the specialty box to the warehouse. That is where the credits are applied. I hope this explains the money disparity that you were concerned about. If you have any additional questions, please feel free to ask.

AllisonC_VZW

Follow us on Twitter@VZWSupport

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ROYEVE47
Enthusiast - Level 3

All stores are NOT accepting note7! It's very aggravating that you continue to tell us to go to the store and they send us home. I am in salt lake city.

tionnab_vzw
Verizon Employee

ROYEVE47, it is important to us that all of our customers are aware of the return process. I am sorry if you have had any troubles with the store with returning the phones. If you purchased your Note7 from a retailer such as Best Buy or Wal-Mart, or an Authorized Verizon Wireless Retailer, please return to your original point of purchase to upgrade your Note7 to another device. Where did you originally purchase your Note 7 from?

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jethro57
Enthusiast - Level 2

I had purchased my phones online at the verizonwireless.com site. I had talked to a verizon phone support person the day before yesterday and they told me that I could take my phones back to the corporate store for return (I'm going back to my old phones).  When I went to the local corporate store yesterday I was told that they would not accept the return and I had to send it back by box.  The associate did show me that my boxes had been mailed to me on 12-Oct (I expect to get them today).  So, sending me return boxes was automatically initiated.  When I told the associate about the phone support direction his comment was "they don't know what they are talking about".  I returned home dejected to await my boxes. The corporate store I went to was the Colorado Springs First & Main store.

What seems to be happening is that there are TWO different return processes: one for those that bought the Note 7 from a retailer (Best Buy, Walmart, etc); one for those that bought from a corporate store or directly from verizonwireless.com.  For those that bought from a retailer (Best Buy, etc), you are supposed to take your phone back to the place of purchase and they should accept it.  For those that bought the phone from a corporate store or online can ONLY send it back via the box.

So, the problem is in the messages being delivered - there is no question asked of the customer as to where they purchased their phone as this would identify which of the two processes the customer should follow.  Now, the fact that the Verizon Corporate store would not accept the phones is a whole other issue.  They are not drinking their own cool-aid - i.e. since they make their retailers accept the phones for return/exchange, the corporate stores should too.

From everything I have read about this, I can only conclude that Verizon does not have any one person managing this - not the recall, not the return process, not the communications, none of it.  This results in no coordination, no consistent message (other than turn them off and send them back).  Nothing.  This is a corporate crisis with no leader.  Bad management overall.  If I were a stock holder I would certainly consider selling my shares.

DAVDAV8
Enthusiast - Level 2

From a Verizon store.  Ohio

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ROYEVE47
Enthusiast - Level 3

At a corporate store in Salt Lake city area.

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katim_vzw
Verizon Employee
ROYEVE47,

I can relate to how important it is to both have a workig device you can rely on as well as return the defective device. I've sent you a personal message.

KatiM_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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