yashsingh1/xdaforums huggingface dataset:
[Verizon Note 7  Questions & Answers] MatroxD:
I just called my local store and the person advised that they haven't been advised "anything" by Verizon officially..

The funny thing, is I read an article of how this is being handled.. And Verizon was specifically mentioned for their mishandling and misinformation.. Also threads were mentioned, about exactly what we are doing now: conversing about the absolute opposite being done, of what is being advertised as far as the recall.

Who knows, maybe this will be a blessing in disguise and it will get big enough, that Verizon will get a bit of negative exposure(even more than normal), highlighting how impossible it is to either get consistent answers, or even answers that should be known by all of the staff.. And heaven forbid that something happens to someone that attempted to return their device and Verizon our someone else turns them away.. I can forsee that happening if everyone didn't get on the same page and timeline.. Even if it is a false and nut job that claims it, every claim of an explosion at this point doesn't help..

But this is becoming a pretty bad situation it seems.. Lol, I was talking to my girlfriend last night, and I told her "Hmmnnn.. If only they still had removable batteries".. Lol, I wonder, and would think that at some point, someone is going to say and think "who's brilliant idea was it to deviate from what had worked for so long and so many years".. And in the end, I question now(actually,i always have over the last couple devices), if the money lost(even though they are absolutely massive), and all of the effort and time this is going to take, was worth appealing to the "masses", and not the niche audience this device was originally targeted at.. Because the masses are the ones that are going to jump ship, if they haven't already..

Sometimes, you really shouldn't try and reinvent the wheel, try to please everyone, respect your audience that got you too where you are, and most of all, not be greedy..

In the end, I'm pretty(even I am beginning to wonder though honestly) sure that everything will be ok. But.. I am beginning to question how bad this really is going to get, and what the repercussions ultimately will be..

from note 7
[Verizon Note 7  Questions & Answers] Justinphxaz:
Dang! Yeah see that's a headache! Having to worry if it's going to affect your BOGO offer, it shouldn't change anything because you didn't ask for this to happen. It's basically forced upon you, emails and messages of turn your phone off and trade it in. My wife and I are keeping our until the new ones are out. We don't necessarily want to but it's such a headache and nobody from Verizon is on the same page. Don't have time to get yanked around with 20 different answers as to what's going to happen to my device payments thus far, if I'm going to need to pay taxes up front, it's a mess.
[Verizon Note 7  Questions & Answers] thecarp1975:
6 year old boy allegedly burned.

http://arstechnica.com/gadgets/2016/09/samsung-galaxy-note-7-explodes-boy/
[Verizon Note 7  Questions & Answers] gsoh2oman:
I went to one corporate store on Saturday and they told me to keep the Note 7 or trade it for a S7 or S7 edge. He also told me to charge the phone in a ceramic pot to keep it from setting the house on fire (I kid you not). Today I went to different corporate store and got to pick any loaner phone I wanted. I can either keep it or turn it back in when the new Note 7 is available. The lady told me it doesn't matter how long it is before the new Notes are here Samsung is footing the bill for the loaners.
[Verizon Note 7  Questions & Answers] jjayzx:
Some stores people seem to not wanna bother with it or misinformed. My local one luckily was no issues.
[Verizon Note 7  Questions & Answers] ikarma:
Corporate customer service just talked to the Costco Kiosk manager and this is what he relayed to me. He will now let me switch the phone for an S7 until the Note comes out. There is one caveat. If they do not release the Note within 90 days after my date of purchase (it has been around 22 days so far) then I am stuck with that phone.

I was informed I could return the Note 7 and walk away and purchase it again when it is available. Does anyone know if I could just return both phones and just get out of this fudge cluster altogether with no obligation or early termination fees? I am seriously considering that.
[Verizon Note 7  Questions & Answers] jjayzx:
Did you call Verizon or Samsung? If it was Verizon then maybe you can try calling the number Samsung provided and get better service.
[Verizon Note 7  Questions & Answers] wase4711:
Verizon ALWAYS charges any fee they possibly can, so, don't expect them to waive ANYTHING for you, especially since you haven't been a long term customer, and you want to dump them completely..
[Verizon Note 7  Questions & Answers] neyenlives:
FWIW I had two different reps confirm today that I am free to go to any CORPORATE owned store who will gladly return my Note 7, cancel that contract, immediately credit me the taxes paid, sell me any other phone, apply those taxes, and then in a couple weeks when they get new Note 7's in there is no problem canceling the contract on the second device, and selling me a second fixed Note 7.
[Verizon Note 7  Questions & Answers] GeoFX:
Same here. I called my local store and they said they will honor the loaner/exchange program (they'll only loan S7s) even though I returned it 10 days ago before the loaner program was even announced. Of course, you'll need to sign up for a device payment plan but they will cancel it when the Note 7 becomes available.
[Verizon Note 7  Questions & Answers] ikarma:
Verizon said I could ask for a refund from Costco and take it over to Verizon Corprate store and they would take care of me. Costco immediately said I would lose my BOGO. They also agreed to exchange for S7 but if Samsung didn't offer new Note 7's by Oct 11 th I am on the hook for the 7S. I will not risk getting stuck with a phone I don't want.

I did get an email from someone who works in the Executive Office of Verizon Wireless. I emailed her my story and troubles, she is supposed to call me tomorrow. Hope it gets resolved because I just found this out: (see attachment)

http://cybersvc2.samsungcsportal.com/imei_check
[Verizon Note 7  Questions & Answers] eriscat:
I wonder if they all say that .... That being said, I wasn't willing to put my own IMEI in to test. It seems like giving someone keys to a kingdom. Well that and sometimes not knowing is better than knowing - nothing bad happens if you cover your head, right? =)
[Verizon Note 7  Questions & Answers] ikarma:
well I did put in some unrelated numbers and it came up negative, so it seems legit.
[Verizon Note 7  Questions & Answers] ikarma:
I am absolutely furious. I spent two days going back and fourth with Verizon and Costco. Verizon telling me they can do this and that to take care of my situation and every time hitting a brick wall because of the Wireless Rep at Costco. So it looks like these are my only two options at this point (quoted from Verizon Customer service over Twitter):

"First, you can exchange your current Note 7 for the S7. You will be able to exchange this S7 for a new Note 7 if a replacement becomes available within 90 days of your original purchase date for your current Note 7. This was 8/20/16 which means the 90th day is 11/11/16. If the new Note 7 is available before this date, you can exchange again at no cost. If it's not available before this date, you will need to stick with the S7.

Second, you could return your current Note 7 and walk away. This would allow you to move into a new device or keep your available upgrade. The downside to this is that you would void your BOGO offer from Costco. This would allow you more time to wait for a Note 7 replacement though as you would not be limited to the 11/11/16 date."

I WILL not risk getting stuck with an S7, that is not what I paid for. Costco says if the delays for new Notes run past 90 days from date of purchase, I am stuck with it.

Second option I considered. Turn in devices and walk away, but my wifes S7 is not affected so she would have to pay ETF fees and we would lose BOGO rebate. The whole reason we took this deal was for the rebate to pay off Sprint. I am so angry I can't think of my next move. A corp exec is calling me in the morning and hopefully she has some sense. I emailed her the whole situation so I hope can offer a solution I can live with.
[Verizon Note 7  Questions & Answers] emsrider:
Called VZW today and was told that they will not be replacing my Note 7 despite the recall. She stated that unless they found I have a defective unit, I am not able to exchange my Note 7. Thankfully I record them.
[Verizon Note 7  Questions & Answers] 12iVaL116:
that's crap...then return it and buy it again later. lol stick it to the man
[Verizon Note 7  Questions & Answers] emsrider:
I will stick with it. The recordings always help in the end.
[Verizon Note 7  Questions & Answers] Rippley05:
I cant seem to get any links to check my imei in the US to work. This one just goes to the Samsung support site with info on the exchange program, but no imei stuff
[Verizon Note 7  Questions & Answers] bsweetness:
The site is down for everyone. It likely went live prematurely, and once Samsung realized they added a redirect to the support site.
[Verizon Note 7  Questions & Answers] neyenlives:
You got a contracted customer service employee or someone who didn't know what the deal is and made something up to sounds like they knew when they were talking about. Call back. The reps I spoke to said there is a documented process and options and said as long as you are dealing with a corporate store on the exchange, there should be no problem.
[Verizon Note 7  Questions & Answers] whoofit:
Yet, they refuse to publish the documented process?

I don't know if any of you all share my distrust of Verizon but this whole thing just amplifies it..... I have a Chat message from online customer service in writing that states they will take care of me if I get a "loaner" and return it for my Note7.. The local store manager states they will take care of me, verbally, if I return for a Note7 within 14 days of them being available. All that remains is the act of actually taking care of me when I return the "loaner" S7 Edge they contracted to me.

In Verizon we trust....
[Verizon Note 7  Questions & Answers] HarlyFan:
This is the craziest way to handle a world wide recall that I have ever seen and it only seems to get worse with each passing day. Verizon (big surprise) seems to be right in the middle of all the controversy. How can they be so misinformed about the issues at hand and then claim they have a policy to follow when clearly there are NO policies just a bunch of uninformed individuals making it up as they go along. I love the phone but the hassle is starting to tarnish my enthusiasm for it!!!
[Verizon Note 7  Questions & Answers] wase4711:
more often than not its Verizon that ruins your phone experience for you, not Samsung.
[Verizon Note 7  Questions & Answers] ikarma:
Since I bought my phone at Costco I called them up today and they referred me to their wireless partner called Wireless Advocates. I called them up and she gave me the following options:

Return the phone for a full refund. (this will break bogo rebate)

Exchange for either a Galaxy S7 or S7 Edge (that is not the phone I purchased or want)

Hold on to the Note 7 until Samsung releases new ones. If it is after the 90 day return period then they will not exchange phone.

I told her that they are not handling the recall properly and she told me to call Samsung. I called Samsung and told them what they were doing and the rep transferred me to Verizon.

Unbelievable.
[Verizon Note 7  Questions & Answers] wase4711:
I cant believe you are making yourself so crazy over this; obviously Verizon is going to do nothing for you, so you have to either deal with the hand you have been dealt, or cancel your service with them, and prepare for a 6 month battle to try and get them to pay back to you the ETF/Cancellation/Service Charge they will most definitely whack you with..

I went through this with them twice in the last several years, and wouldn't use them for anything ever again, even if they were giving away free money just for walking into their stores...the absolute WORST customer service I ever dealt with in my entire life...Add the nightmare of this Note 7 recall fiasco, and you have a perfect storm of Verizon hell to deal with..
[Verizon Note 7  Questions & Answers] ikarma:
Actually, Verizon has been great to me the whole time and we would have had this issue resolved early on had it not been that the phone was purchased from Costco.
[Verizon Note 7  Questions & Answers] wase4711:
well, tell them to "prove it" then, and let you return the phones to THEM, and replace them through THEM...
[Verizon Note 7  Questions & Answers] ikarma:
Honestly I don't like any provider. Their phone and chat support have been fine though. I actually pitched what you just mentioned to them a little over an hour ago and they tried to call me but called my wifes number. I am waiting for the call back right now.
[Verizon Note 7  Questions & Answers] wase4711:
i've had the best luck with T-Mobile, but havent needed to "deal" with them for at least a year, so not sure how it would go now..

what people need to remember is that with the Note 7 fiasco, and the Iphone 7 pre-order, the carriers are going absolutely crazy with customer service issues, so, dont expect the best service, and the correct answers until both of these "nightmares" are over..
[Verizon Note 7  Questions & Answers] ikarma:
Verizon just called me and we talked about what was told to me by Costco's "Wireless Advocates" partner. They are going to give them a call and see if they tell them the same thing. I wonder what they will accomplish. Probably not much of anything.
[Verizon Note 7  Questions & Answers] wase4711:
yeah, I wouldn't hold my breath expecting anything to happen in your favor..you should always ask the Verizon rep for their badge id, and direct extension call back number so you can follow up, and have a written record of EVERY phone call
[Verizon Note 7  Questions & Answers] the_devastator:
That Costco story sounds crazy. I went into my local Verizon store (actual store, not a third party or whatever) and it went real smooth, in and out in 30 minutes.

They allowed me to return the Note 7, i was able to pick whichever phone i wanted (i picked the HTC 10) and whenever they get their replacements I could go and return the HTC 10 for a new Note 7.

The only thing they said was that it was up to me to keep checking with them to see when they got the replacement Notes, they wouldn't be calling me or anything like that, they did say they would be getting the replacements in 1 or 2 weeks.
[Verizon Note 7  Questions & Answers] dadsterflip:
Setting you up to go past that 14day return.
[Verizon Note 7  Questions & Answers] the_devastator:
Oh yea, i'm totally worried about that. The HTC 10 isn't a bad phone but it's not the Note 7.

I'll be checking here and Reddit and randomly calling the store to see if they got the replacement Note 7's.
[Verizon Note 7  Questions & Answers] dadsterflip:
Hopefully they don't give you any hassle. If v20 come around. I might give that a swing. What sucks is. This is the first carrier phone since 4 years ago. Always been on a nexus but HTC is making it this year and not too impress with it.
[Verizon Note 7  Questions & Answers] ikarma:
So the guy I was talking to went above and beyond and contacted the right people and they are allowing another special "in house" bogo deal at Costco not available to the general public!!! After I chose my phones then I just submit the paperwork to her and she is going to cut me a check for the cost of the phone.
[Verizon Note 7  Questions & Answers] neyenlives:
And I just walked out of the local corporate store with a new S7. No hassle at all. Walked in with the box, she smiled and said I know why you're here, she took it from there. Explained that I have 90 days from date of original note 7 purchase to exchange again for a new Note 7 or decide to keep the S7. They documented evenrything, transferred all my apps and all that, texts, etc...took about a hour and a half all said and I walked out...no drama. No charges. No problem.

She did mention while we were waiting that lots of people who purchased from best buy and Costco and other sources were trying to return through their store and they were told by corporate to refer everyone to the original place of purchase because it is a retail sale, not a service issue...they aren't allowed to exchange any phones other than purchased through Verizon direct in store or online/telesales.
[Verizon Note 7  Questions & Answers] wase4711:
good luck, and post back if all goes well!
[Verizon Note 7  Questions & Answers] ghostbustaj:
Yup, I dunno what stores some of these people are dealing with and going to. The process of exchanging my note (that had a cracked screen) for the S7edge was a breeze. Lol. No hassle at all. :confused:
[Verizon Note 7  Questions & Answers] neyenlives:
This is why I almost always purchase my devices direct. Service after the sale is always better and when things go wrong it's worth not having to worry.
[Verizon Note 7  Questions & Answers] ikarma:
The whole reason I started this thread was because of the way the Kiosk in Costco was handling the situation. I contacted some high level people from Verizon and they contacted Costco who then took care of me in the end. Hopefully they will straighten out their partner, Wireless Advocates.
[Verizon Note 7  Questions & Answers] neyenlives:
You need to take it up with Costco since it's a "Verizon authorized reseller" (not corporate which is not good, I have had a couple bad experiences years ago with those before I learned that every store with a Verizon logo isn't the same and is not held to the same policies) in a Costco.
[Verizon Note 7  Questions & Answers] ikarma:
I learned a lot through this experience. One is that Costco will take care of its customers but you have to know how to find who to talk to. Also I found Verizon customer service to be quite satisfactory despite what I have heard.

Now I am having a lot of anxiety about accepting their deal. The rep said for me to sleep on it and call her in the morning and we can start the process. I really like this Note 7, but I want to be done with the headache. The Moto Z Force is the one I am looking at.
[Verizon Note 7  Questions & Answers] eriscat:
OK, so what am I doing wrong. I have called Samsung several times. The only option they give me is send back my Note 7. I don't get an option to have a loaner - just return the phone and get a refund. I am about to go to Amazon or some place like that and buy a different phone. (Purchased from samsung.com - maybe I won't ever do that again and I have non-helpful Verizon.)
[Verizon Note 7  Questions & Answers] pego99:
Do you really think that Verizon will replace your house?
[Verizon Note 7  Questions & Answers] whoofit:
The main problem is not that both you and I and others have been serviced so far with new "loaners". The problem is they fail to publish their supposed documented process, let us walk away with only verbal assurances and require some to jump through hoops in order to get past the salesperson to the manager.

Why, for instance, tell you verbally 90 days to get into another Note and tell me 14 days after they are available?

If, like you said, they have a documented process for these "loaners" and subsequent "back to Note7" exchanges what do they have to fear from publishing it? Why create angst and stress over verbal agreements on a ~$900 purchase?

In the last year it took several hours, 5 billing cycles and 5 phone calls for me to straighten out a billing mistake in Verizon's advantage to find a lost $126 payment they never credited. That was 4 verbal agreements that failed to produce. Sorry, but I have a real hard time with verbal agreements after that.

But still yet today, after 15 years with Verizon, in Verizon I must trust. Verbally. I have not jumped ship though...
[Verizon Note 7  Questions & Answers] jjayzx:
I'm pretty sure when they say documented process is that they mean a process for how the employees should enter it into the system. Don't forget how this chain works too. It has to go from somewhere in Samsung to Verizon corporate and they send it down through their managers and by the time store employees get some news it's late or they don't pay attention to it.
[Verizon Note 7  Questions & Answers] wayne8821212:
Replacement Phones

For what it's worth, a Verizon rep told me today that the replacement phones would be available on the 16 or 19th of Sept most likely the 19th (Next Monday). I assume she means having been approved by the Consumer Product Safety Commission by them (or is that when they enter the approval process?)

Sent from my Verizon then AT&T then Verizon again Note 7s!

ODIN'ed back and ported them back to Verizon this morning!
[Verizon Note 7  Questions & Answers] Katmeat:
Man, if that ends up being true that we see replacements in by next week, I am going to kick myself. Fearing that I might end up being stuck with a J series loaner for many weeks, I swapped my N7 for a new S7 Edge this morning, and spent much of this afternoon setting it up. Verizon did agree to let me swap back to the new N7s when they eventually get in, but I surely would have avoided the hassle and kept my existing N7 if I had any idea that replacements would be in his early as next week. I still have my doubts about that, given the involvement of the Feds.

By the way, Verizon redeemed themselves after previously stonewalling me on a solution for the recall. I called the main number posted for Verizon on the Samsung recall notice, and when I got through this time, I told them that I had read reports of Verizon being willing to allow a swap to the S7 or S7E until the new replacement N7s were out, and after the rep to kept me on hold for several minutes while she checked out that idea with her supervisor, she came back and did agree that I could go into a local corporate store and swap for an S7E to tide me over until the new replacement N7s are out. So I did that this morning, and the corporate store could not have been nicer to work with.
[Verizon Note 7  Questions & Answers] neyenlives:
Yeah the store I went to was like super nice and accommodating about it all.
[Verizon Note 7  Questions & Answers] wayne8821212:
S7 Edge Loaner

That's great! So will you pay the Note 7 $36 per month or the S7 Edge monthly price? I guess the pressure is getting stronger on us holdouts. Now the TSA has a new weapon to check for at the airport: the Note 7.
[Verizon Note 7  Questions & Answers] Katmeat:
I am not sure yet how that is going to work, since I will only have this S7E for a couple of weeks, it now looks like. I am on an old grandfathered business plan , where I paid a lump-sum upfront and $20 extra per month for one year for the N7. I, like probably everyone else reading this, just received an email from Samsung saying that the replacement devices will be out no later than 9/21, which is certainly good news.
[Verizon Note 7  Questions & Answers] whoofit:
I did this same thing. They cancelled my contract for the Note7 and made a new contract for the S7 Edge. This reduced my monthly payment from $36 to $33. They refunded the difference in sales tax in the amount of $3. They cited the fact that if I might not return for the Note7 replacement that the S7 Edge would be my new phone under contract.
[Verizon Note 7  Questions & Answers] neyenlives:
This. It's cut and dry. It's like a complete refund of the Note 7 and cancelation of the device contract and ringing up a brand new S7. I even submitted the free memory card or Gear VR promo on the S7 purchase. They will probably have it again when the Note 7 goes live again..... Lol