When are you shipping me my replacement Note 7? That's where I purchased it, That's where I expect a replacement.
JSM71
Enthusiast - Level 3

I'm not asking for any gear, or a rebate, or any swag.  I expect that the Note 7 I purchased online will be replaced online.  The fanboys need to stop acting like Verizon has no responsibility here.  Not only do they have the responsibility of a retailer who sold a recalled good, but they have the responsibility as a carrier who chose Samsung as a supplier.  If I had to go into a Verizon store to purchase my Note 7 I would have simply switched to Apple or another carrier.  I bought it online, I expect them to replace it online.  Reasonable as can be.

After all these years, I wouldn't go into a VZ store without arming myself.  You can't go in without witnessing employees lying, conning and bullying customers.  Last time I did go in I had to step in to stop a staffer from bullying a older woman into buying a much more expensive plan than she repeatedly said she could afford when she kept saying all she needed it for was emergencies,"if you go over your limit we could charge you as much as a THOUSAND DOLLARS and COLLECTIONS will start IMMEDIATELY if you don't pay", "I won't let you buy a bad plan."  Suffice to say, I won't be going in to your retail store.  You sold it online, replace it online if you have any hope of meeting the standard of care. 

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44 Replies
rgang50
Contributor - Level 1

Not bad in terms of stating your case but how to respect the spirit of the exchange and return the malfunctioning Note7?

An acceptable solution would give Verizon reason to rethink and provide alternatives.

vzw_customer_support
Customer Service Rep

JSM71, I understand wanting to get the replacement as quickly and as easy as possible. If your phone was purchased within the last 14 days, you’ll be able to process an exchange through customer service. If it is past 14 days, you’ll need to visit a Verizon direct retail location. Keep in mind, the 14 days is dependent on the day you want to exchange it. This means that if you received your phone prior to 9/8/2016, you’ll be outside of that window since availability on replace Note 7’s will not be until 9/21/2016 which would make 9/8/2016 the cut off date.


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JSM71
Enthusiast - Level 3

Wow.  Why in god"s name is there a cut-off that leaves all the pre-order folks out in the cold?  If you can make an online exchange for some customers you can do it for all of them - it's not like the phone was on sale for more than a month. 

Huh, thinking about it, you're just applying your std 14 day return policy to the recall - in other words, you're not taking a single step to assist your customers after you sold them a defective product.  You clearly have the ability to conduct online exchanges for those customers, so why dont you go ahead and do that before someone relies on your complete laxity and unconcern about your online customers as a sign that there's really nothing wrong with the note 7 (after all, who trusts the government anymore and they're not in communication with samsung.) 

Reepks
Enthusiast - Level 2

I agree with the OP regarding the replacement phone.  If it was purchased online and shipped to you, your replacement should be delivered in the same manner.  I understand that Verizon would incur extra shipping charges in this exchange.  Samsung should take responsibility for those additional fees.  I would even be willing to pay the extra shipping charges for the convenience of not having to visit a Verizon store.  (Although, I honestly do not feel I should have to)

What really makes no sense to me is Verizon's insistance on imposing their 15 day return policy on a device that has been recalled.  This is a safety recall, not an exchange.  The recall creates a major inconvenience for customers and Verizon seems to act like WE are over reacting and requesting to exchange the phones.  This is just simply not the case.  Samsung's & Verizon's paying customers family's and homes are being put at risk, we're losing money (purchased screen protectors apps etc that are not replaceable once the phone is turned in) and losing a lot of valuable time trying to keep up with the latest information on the recall.  Why is Verizon treating us like we are responsible for causing an inconvenience for them?  Has Verizon forgotten who's money and orders ensures the future of their business?  Have they forgotten the reasons they are in business to begin with? Verizon and Samsung BOTH have and obligation to Note 7 owners.  Making this recall even more inconvenient for customers who paid a considerable amount to pre-order one of the most high end and data consuming devices does not seem like a very wise business decision on Verizon's part.

RACBRO3
Enthusiast - Level 3

Totally agree!

Verizon...take my $25 "inconvenience" fee and make this not an inconvenience and just ship me my new phone! Use that to pay for shipping if helping your customers is that big of a deal!

Tidbits
Legend

You guys are aware with a fire hazard recall it's illegal to ship the original Note 7s  everything has to be done in store... Can we think rationally for a minute here?

GMANFORE
Enthusiast - Level 1

Hey Tidbits,

Rational would be shipping their pre-order customers a replacement device, then requiring the defective device to be returned within 7 or 14 days or whatever to a retail store.  It's way easier setting up a replacement device if you have your previous device, even with Samsung SmartSwitch (homepages, folders, etc.).  That would be customer service.

Tidbits
Legend

Actually it isn't...  If you can't see it then that's that. 

If you have your previous device?  You can back up that stuff on your own prior to turning the device in and switching. You can even use Smart Switch prior to getting the note... Unless you have some other device not a Samsung.  Also not everything will transfer over. 

_BrianZ
Contributor - Level 1

You need to have both devices to cable together, which is the most efficient & convenient way to migrate.  You may not find out which apps transfer fully until after you've tried installing to the new device.  Some apps may require data to be exported from the app on the old device & imported into the app on the new device.  If you no longer have the old device because Verizon forced you to turn it in, then you may be screwed, because many configurations could take hours or even days to recreate lost data items or formats from scratch. 

I would also be willing to apply the $25 credit to shipping, but I also view this as Verizon stealing it from my pocket instead of getting it from Samsung.  They should pursue shipping reimbursement from Samsung if necessary.  I preordered by phone directly from Verizon, who shipped it to me.  They should ship the replacement & allow 14 days to return the bad copy to a store.  It's the only reasonable way to handle this in my opinion, and anything less is poor service.

DO THE RIGHT THING VERIZON!

Tidbits
Legend

_BrianZ wrote:

You need to have both devices to cable together, which is the most efficient & convenient way to migrate. You may not find out which apps transfer fully until after you've tried installing to the new device. Some apps may require data to be exported from the app on the old device & imported into the app on the new device. If you no longer have the old device because Verizon forced you to turn it in, then you may be screwed, because many configurations could take hours or even days to recreate lost data items or formats from scratch.

I would also be willing to apply the $25 credit to shipping, but I also view this as Verizon stealing it from my pocket instead of getting it from Samsung. They should pursue shipping reimbursement from Samsung if necessary. I preordered by phone directly from Verizon, who shipped it to me. They should ship the replacement & allow 14 days to return the bad copy to a store. It's the only reasonable way to handle this in my opinion, and anything less is poor service.

DO THE RIGHT THING VERIZON!

It doesn't migrate everything and most of the stuff that it can migrate if you have Google services setup becomes a moot point.  Also anything DRM protected it will not transfer over and that includes the user data.

As for the fact importing and exporting.  You can export said data onto a microsd card or even your computer. 

Sorry to say pretty weak arguments...  I know how Smart Switch works as I have used it multiple times per year due to work. 

_BrianZ
Contributor - Level 1

Tidbits, you appear to have missed my point, so it's no wonder you don't grasp my argument.  And regardless of the strength of my argument, I am also entitled to my opinion, and after having used Smart Switch to migrate from Note3 to Note7, I agree with Samsung that it is the most convenient and efficient method.

However, my point is that, like you acknowledged, it will not migrate everything, and many who are required to exchange their phones may believe that it does or may think it creates a full copy on their PC, only to find out after the fact that they are missing data.  But the problem is that because they were required to exchange their phone, they will no longer have their old installation to fall back on for exporting data for transfer to the new device for import.  I am still discovering apps missing data on my Note7, but I'm able to startup my old phone which I still have, to export what I need or to see how it was configured. 

It is difficult to anticipate everything that needs to be done in advance, and it can take weeks.  Instead, Verizon expects us to do it all during the course of a meeting at the store, and you only get one chance.  Something, or a lot of things, are bound to be lost without the benefit of hindsight, which you would have if you can keep your old phone for a couple weeks to ensure you don't miss something that still needs to be manually transferred.

Sorry, but if your argument is for an exchange without the benefit of having both phones in your possession for some extended period of time, I believe that is unnecessarily burdensome and  creates additional risk of loss of data that is unacceptable to me (and many others I would expect).

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Tidbits
Legend

_BrianZ wrote:

Tidbits, you appear to have missed my point, so it's no wonder you don't grasp my argument. And regardless of the strength of my argument, I am also entitled to my opinion, and after having used Smart Switch to migrate from Note3 to Note7, I agree with Samsung that it is the most convenient and efficient method.

However, my point is that, like you acknowledged, it will not migrate everything, and many who are required to exchange their phones may believe that it does or may think it creates a full copy on their PC, only to find out after the fact that they are missing data. But the problem is that because they were required to exchange their phone, they will no longer have their old installation to fall back on for exporting data for transfer to the new device for import. I am still discovering apps missing data on my Note7, but I'm able to startup my old phone which I still have, to export what I need or to see how it was configured.

It is difficult to anticipate everything that needs to be done in advance, and it can take weeks. Instead, Verizon expects us to do it all during the course of a meeting at the store, and you only get one chance. Something, or a lot of things, are bound to be lost without the benefit of hindsight, which you would have if you can keep your old phone for a couple weeks to ensure you don't miss something that still needs to be manually transferred.

Sorry, but if your argument is for an exchange without the benefit of having both phones in your possession for some extended period of time, I believe that is unnecessarily burdensome and creates additional risk of loss of data that is unacceptable to me (and many others I would expect).

How can they have their old installation when as you said not everything transfers over?  They can export that data if they wanted to without having both devices.  Anyone can do a backup BEFORE returning their devices.  I see no benefit and you already admitted not every transfer over and there is no way to do so.  At that point there is no point holding both phones for weeks.

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pherson
Champion - Level 1

Besides if it were that important the Customer would have realized it in hours and it not take several weeks.

rgang50
Contributor - Level 1

The problem with shipping the new replacement unit without receiving the defective unit is that people get busy with their day to day lives and neglect to complete their end of the deal. They are always honest, that is given.

What might work is one pays for the second unit as a deposit, receives the second unit, does what needs doing and when the vendor receives the defective unit they post the refund. This is done in number of places including Amazon. Worth asking Verizon. The hitch being the replacement order maybe treated a new purchase and put on back-order. Bummer.

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cynindesign
Contributor - Level 2

That's why I was wanting mine shipped, so I'd have a few days to tweak....then return, but Tibbits made a valid comment, if the AIRLINES DON'T WANT THEM WHY WOULD SHIPPING COMPANIES???  That raises a question...how will all those phones be returned to Samsung...if that's the plan

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Ann154
Community Leader
Community Leader

By truck and by boat?

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

Sprottn
Enthusiast - Level 2

I doubt that is their rational thought as several others have posted that they were able to do their exchange exactly that way. It all depends on who you get on the phone, just as it depends on who you get in the store

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JSM71
Enthusiast - Level 3

Was just refused an exchange on the phone because, "I was outside the 14 day worry-free period."  I have now spent more than 3 hours between the stores and phone trying to follow-up on this recall to no avail.  Clearly Verizon doesn't think there's any problem here, maybe they know my phone is ok.  I'm going to rely on that.  If they really think there's a problem, they have my account, they can send me a new phone and I'll send this one back, otherwise I guess it was a false alarm.

Ann154
Community Leader
Community Leader

Print or show on the phone the official statement about the recall on the Verizon Wireless website and politely present that document to the rep that questions your ability to return or exchange the phone pointing out the return policy regarding the Note 7. Samsung Galaxy Note 7 Recall

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

sturner888
Enthusiast - Level 2

The primary reason I ordered online is because I'm disabled, and it's quite difficult for me to go Anywhere. . .  After a week plus of being told by Verizon that my ONLY option was to exchange at a store, I finally had some luck yesterday!

After some polite persistence, and striking out with the first 2 reps I spoke with, the third time was the charm! Not only did Valerie have my replacement and return packaging shipped Yesterday, she Also went ahead and credited the sales tax and first payment from the original purchase! I'm just happy that I finally reached someone who was willing to make the effort to do some digging and make it happen. Her company, through their poor planning, should've Never put her in the position where that was even necessary! I'm also glad I'll have both phones at hand, so I can transfer my data/settings at my leisure, in the comfort of my recliner, versus being rushed in a crowded store. Looking forward to the new phone, which is scheduled to be delivered by 11am tomorrow (Thursday).

WooHoo! Although it was a frustrating process. . . Patience and Persistence Paid Off!