Verizon doesnt want my Note 7 back
lowsaturn
Enthusiast - Level 3

Just got off the phone with a Verizon representative. Since I was planning on purchasing two S7 Edges to replace our two Note 7's at either Costco (free $175 gift card with purchase) or Best Buy (Free TV with each purchase), I wanted to know how to return our Note 7's since I wasn't doing an upgrade via the Verizon website.

I was told to just keep the Note 7's. They didn't want them back. I was shocked. He said since I've been credited the monthly installment payments and my upgrade eligibility date as been reset, I can go ahead and buy what ever I want. Or not. He also said the $25 credit should show up in the next billing cycle as well as the taxes I paid on the phones.

I really don't want to get into a payment plan or pay full retail on a phone I really don't want. Actually two phones. But I also don't want to be carrying a possible self igniting road side flare in my pocket.

Labels (2)
0 Likes
1 Solution
rosannem_vzw
Verizon Employee

lowsaturn the Note 7 was my choice for a new phone so I know how disappointing this has been. We want to make this as smooth as possible. We do actually require that the phones be returned. Special Handling recovery boxes are being sent to Note 7 customers who did not return their device to a physical location. You will want to return them as soon as you get the boxes.

View solution in original post

47 Replies
MRJones33
Enthusiast - Level 3

If you decide to sell it as a keepsake, hit me up. I think Verizon is going to make me trade mine in. I'd love to have one sitting in my archives and be able to tell people I have the best phone of 2016 and nobody is allowed to use anymore.

rosannem_vzw
Verizon Employee

lowsaturn the Note 7 was my choice for a new phone so I know how disappointing this has been. We want to make this as smooth as possible. We do actually require that the phones be returned. Special Handling recovery boxes are being sent to Note 7 customers who did not return their device to a physical location. You will want to return them as soon as you get the boxes.

JONBRI25
Enthusiast - Level 2

Err we are not allowed to return them to stores they refuse to take them.  Meanwhile we have to store then in our houses to wait for you guys to stop lying to us.

mama23dogs
Legend

Verizon's official stand.  Samsung Galaxy Note7 Recall Exchange FAQs | Verizon Wireless

If a retailer won't take the phone, raise a little Cain.   They have to take the phone back.

0 Likes
lowsaturn
Enthusiast - Level 3

I called to see how to get the boxes since I wasn't getting replacements through Verizon. The rep told me to keep our two Note 7's. I'm not "upgrading" or ordering replacement phones from Verizion. I'm re-activating my previous phone, a LG G4 (terrible phone) and my son is getting a used S7 Edge which should arrive in a couple days.

When I swap the SIM cards from the Note 7s to the replacements, will boxes for the Note 7's automatically be sent once my account show the Note 7's no longer active?

One thing they neglect to mention in the FAQ here:

Samsung Galaxy Note7 Recall Exchange FAQs | Verizon Wireless

Is what to do if you reactive an older device you already have.

mama23dogs
Legend

lowsaturn wrote:

I called to see how to get the boxes since I wasn't getting replacements through Verizon. The rep told me to keep our two Note 7's.

The rep was WRONG you must return the phones.

I'm not "upgrading" or ordering replacement phones from Verizion. I'm re-activating my previous phone, a LG G4 (terrible phone) and my son is getting a used S7 Edge which should arrive in a couple days.

When I swap the SIM cards from the Note 7s to the replacements, will boxes for the Note 7's automatically be sent once my account show the Note 7's no longer active?

Probably not.  If the store won't take them, ask for a box.

One thing they neglect to mention in the FAQ here:

Samsung Galaxy Note7 Recall Exchange FAQs | Verizon Wireless

Is what to do if you reactive an older device you already have.

Verizon doesn't want to, but they MUST issue a refund. 

0 Likes
Predator7
Specialist - Level 1

Yes Finally you said the word!!! That exactly what I did, reactivate Note 5!!!!!!!!!! Google Pixel sucks as well as iPhone 7 along with LG v20...............

mama23dogs
Legend

IMG_4866.JPG

0 Likes
lowsaturn
Enthusiast - Level 3

I've already received my refunds. That happened automatically. I had paid one "Edge" payment on both phones and received that amount credited back to me. And as of today, my credit card was credited the taxes that were charged right before my Note 7's shipped.

So as of now, I have two free Note 7's that I owe nothing on and been refunded in full.  I'd like to get rid of them, but can't. Two local cooperate stores don't want them.They also wont give me or don't have return boxes. A second call to Verizon today yielded me the same results as the last phone call. Since I'm not going through their online "upgrade" to the S7 or another device, I won't be sent return boxes and they wont be sending any.

JONBRI25
Enthusiast - Level 2

The simple answer is to forget Verizon because they don't give a [Removed].   Call Samsung directly at 1-844-365-6197 and send them proof of ownership to get your box.

Make sure you mention on the phone that your carrier is refusing to refund the device and refusing to accept the recalled device.   You get transferred to a stateside agent who will be interested to know what you have done and how the carrier is not doing their job.

BTW since you are legally entitled to a refund a call to the FCC might be worth it too.

                                   

Profanity removed as required by the Verizon Wireless Terms of Service

Message edited by Verizon Moderator

mama23dogs
Legend

lowsaturn​  awesome!  This gives hope to everyone else!  Smiley Happy

0 Likes
christinej_vzw
Verizon Employee
lowsaturn,

We are glad to hear you have received your refunds/credits on your Note 7's. We do want to ensure you get those Note 7's sent back safely. We are able to send you out the proper boxes/kits through customer service so you may mail the devices back. You may reach a customer service rep by calling 800-922-0204 or *611 from your device.

ChristineJ_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!!

0 Likes
JONBRI25
Enthusiast - Level 2

ChristineJ_VZW - I am not sure where you are getting that info from I have tried multiple times only to be told that you WONT send me a box.  Can you guys please figure it out.  Meanwhile for those that can't get a box just call Samsung direct and tell them Verizon wont send a box or call the FCC and complain.

JONBRI25
Enthusiast - Level 2

No I reactivated an old device.  I do not want a new device right now and because of that Verizon refuses to allow me to return the device.   I believe this is blackmail.

mama23dogs
Legend

JONBRI25​  by definition, NOT blackmail. 

However Verizon must refund your money.  If they won't call Samsung

IMG_4866.JPG

0 Likes
Predator7
Specialist - Level 1

What if not?

0 Likes
Predator7
Specialist - Level 1

Verizon received my Note 7 on Tuesday, received Email on Thursday stating that refund has been processed but didn't get it yet!! it probably take some extra days!!!

0 Likes
mama23dogs
Legend

Thank goodness. 

0 Likes
JOHHAM55
Contributor - Level 1

I went to the Corporate store and reactivated my old Note. They would not take back my Note 7 but did say that a box would be sent to me.  It did not happen though so I called Customer service and they said that they did not show that a box was being sent but they took my information and said that they would have one sent. We shall see