So, my experience with Verizon customer service has actually been pretty smooth, thus far.
I pre-ordered my Note 7 from my nearest Verizon Wireless corporate store, and received it on release day 8/19. Once the recall was issued last Friday, I went in to Verizon the next day and spoke to two managers regarding exchanging my Note 7, and showed them (online) how Sprint and Best Buy were offering temporary devices until new Note 7's were shipped out, and then you could switch back, with no fees and such.
The first manager I spoke with seemed to not know any details about other carriers exchange programs, but said the only thing I could do was return my Note 7 and get a full refund (And then get another phone), or I can exchange my Note 7 for an S7 or S7 Edge. I then asked this manager if I could speak to their supervisor, the "manager's manager", who happened to be working that day.
The first manager insisted that their manager, the corporate store's "General Manager", would tell me the same thing. However after speaking with the General Manager, who was more concerned about my safety. and how something on this scale,hasn't happened in recent history, they offered to do a personal exchange with me once the new Note 7's arrived, regardless if it was past the 9/30 deadline, with no extra fees. Basically a free exchange.
Keep in mind, throughout this whole process I wasn't blaming anyone, complaining about the process nor my safety (though my safety was my priority), or trying to take advantage of the situation. I know everyone's experience and customer service treatment will vary, but I do want to commend my local Verizon corporate store's General Manager for assisting me through this process. I look forward to exchanging my Note 7 for another when they are available.
Although Verizon hasn't outright said it yet, I imagine that once the final details are more concrete, Verizon should offer this for all their Note 7 customers.
