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Re: NOTE 7 RECALL EXPERIENCE???

Novice

I completely agree!!!  I still get upset about yesterday and how it was handled.  I keep hearing the guy tell me it was only voluntary and I did not have to exchange it.  After getting back on Samsung and Verizon's website last night to see the statement again..... I got madder.  If I would of did the software update they sent to me while I still had the phone, I could not charge my phone to 100% and I would of got a warning screen everytime.  I would NOT of been happy with that considering how much this phone is.  I am still upset they took the accessories (charger and headphones) and did not replace the screen protector.  This was NOT my fault the phone was bad... Samsung handled the best they could... it is the carrier which sadly in my case is Verizon that made the whole thing living hell.

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Re: NOTE 7 RECALL EXPERIENCE???

Novice

Your replacement Phone should have come with Accessories!!! Verizon Corporate Store misleading and mishandling Customers which is totally unacceptable!!! Peoples that paid over $1000 for the Phone shouldn't have to go through this Verizon nightmare!!! Everybody when you go to the Store next time ,get the person Name and ask for the Manager then report to the Verizon.

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Re: NOTE 7 RECALL EXPERIENCE???

Novice

That's pure sucks!!!

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Re: NOTE 7 RECALL EXPERIENCE???

Member

I purchased my Note 7 from Verizon online however they are telling people to go to the STORE to exchange our phones. I went to my local Verizon Store (Verizon Owned) and was told they SOLD out. The rep stated that they sold out due to all the people that wanted to Upgrade their phones. When I asked why they had not held any Note 7 phones for those waiting to exchange RECALLED phones and he told me they didn't have to. It was all 1st come 1st serve. Mind you a different rep at the same store told me last week not to worry because all new Note 7 phones would be held for those waiting to exchange.

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Re: NOTE 7 RECALL EXPERIENCE???

Member

Have been refused at corporate store twice.  Called VZ today, was told, by a "manager" that because I was "outside the worry free return period" I had to go to a store.  Clearly Verizon believes there is no risk with these phones and wants me to keep using it.  I'm sure there won't be a problem, but if there is, they've now assumed responsibility.

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Re: NOTE 7 RECALL EXPERIENCE???

Novice

Exactly!  I feel like Verizon does not care of their customers or their safety!  Even though it is on their website.... but when it comes down to it.  They do not care.  They don't even want to fool with you unless you are buying something. 

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Re: NOTE 7 RECALL EXPERIENCE???

Novice

I could tell the manager was upset and didn't know what to do.. it was the sales guy that was the biggest butt.... he was rude and just made me feel like I was wasting his time.  The manager went to the back and talked to the district manager and they got it approved... but refused the accessories or screen protector.  I talked to Samsung today and filed a ticket for me to go to Verizon to get those things replaced.... but sad thing is... I do not even want to deal with Verizon anymore.

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Re: NOTE 7 RECALL EXPERIENCE???

Member

Verizon could care less about our satisfaction with their treatment of current note 7 owners! I experienced the exact same thing! They sold out within 30 mins to new customers! They even said they couldn't hold one for me! I live 45 mins away and don't want to waste anymore of my time then I already have on this total nightmare! Total disregard for our needs! All about the "Mighty dollar" and stock prices! I am done with Verizon!

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Re: NOTE 7 RECALL EXPERIENCE???

Novice

I really, really do not have a clue what everyone is complaining about. I have my New Note7. Got it today. I have nothing to complain about other than having to change my phone two times in less than two weeks.

Here is what I did: I called the "Corporate" Verizon Store and told them I was returning my recalled Note7. Backed up my phone with Smartswitch. Did a factory reset. Packed everything up (I do not need spares to sell on ebay). Took it to the store and got my interim S7.

Used it for less than two weeks.

Called the store again this morning and asked the status of replacement Note7. They noted my name, number, color of the phone. Called me back in less than three hours and informed me - 'a unit is waiting for you'. I thanked the rep for the phone call. Factory rest my interim S7, packed up everything. Took all my receipts and got to the store. Waited for my turn (half an hour) the rep took my S7 and I got my replacement Note7. The paperwork (mostly billing) took up most of the time. The rep activated the phone and I was off.

While there I noticed reps were actually helping customers transferring their stuff from the old phone to the new one. Now that is what I call tophat service.

What do I have to complain about? NOTHING!! (I am not paid for this this either).

Hope you all have a pleasant experience.

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Re: NOTE 7 RECALL EXPERIENCE???

Member

I wish had experienced the same thing. Unfortunately neither of the corporate stores in a reasonable distance (50ish miles, I do not live in a large metropolis) had either the ability or inclination to be so accommodating, which is a shame as I have said before, have been a died-in-the-wool Verzion fan girl. Personally I have used their service for over 20 years and convinced family members to switch from the dreaded Blue Bully (ATT) and been responsible for dozens of corporate lines that I moved to Verizon as our provider, so happy with the service and customer care. It pains me to see and experience, first hand, such poor customer service and convoluted information and disinformation throughout this process. Yes, I was able to finally get a CSR to process my "exchange" over the phone but I had to pay for the phone again, just like a new purchase rather than an exchange, which I didn't have that much of a problem with. I'll get the money back when I return my recalled note. But not everyone could do that with no problem. It's a shame to see the level of customer service and commitment having declined to the point it is, now only tweeting benign, unhelpful, regurgitation of the same statement, referring customers to Samsung site and then asking if there was anything else they could help with. As if they had helped or assisted in the first place. I am definitely exploring my other options now. This sort of thing can gain customer loyalty for life or do the reverse. Samsung, for stepping up, has earned it. Verizon, not so much.