I had a chat with Verizon about my line not showing an upgrade (see the transcript below). One odd thing was the rep said that the note 7 can not be shipped and must be returned to the store.
Verizon Service Chat Transcript You Requested
Verizon Wireless Customer Service Chat Team <VerizonWirelessChatService@touchcommerce.com>
Today at 1:07 PM
Message body
DATE/TIME: 2016-10-28 11:44:25
Chat Transcript
PLEASE DO NOT REPLY TO THIS MESSAGE - All replies are automatically deleted.
You : The line 999-999-9999 is not showing an upgrade available
Verizon : Thank you for contacting the Verizon Wireless Chat Team regarding your account. How can we help you today?
You : ok
BONNIE : Hello.
You : hi
BONNIE : I would be more than happy to check for upgrade options for line 9315. May I ask your first and last name please?
You : Mr From A Buick 8
You : I have the Note 7 and I was told that I should have an upgrade available
BONNIE : Thanks a bunch, I certainly understand your concern over the Note 7 recall and needing an upgrade. Please allow me a moment to review your account detail so I can better provide the service you deserve.
You : sure
BONNIE : Thank you.
BONNIE : I see that you have not yet returned the Note 7.
You : that is correct just starting the process of looking for what phone I may want to switch to
BONNIE : When you take the Note 7 into the store to return it, the reps in the store will be able to assist you with getting another new phone. You do no have to worry about the upgrade not showing on your account.
You : that is good to know,
BONNIE : Yes. You don't have to worry about a thing. We will take care of it for you.
You : the device is not showing as having a payment plan, but it does look like the device payment is still being taken out
BONNIE : Let me check.
BONNIE : I do see that installment that was billed to you. That will be refunded once the Note 7 has been returned and processed.
BONNIE : Since our corporate office is handling all credits associated with the recall, we will need to receive the phone before we can stop the installments.
You : ok so any device payments I make while trying to decide what to switch to will be refunded?
BONNIE : Correct.
You : can I return the phone to the store I had heard that there was a special box
BONNIE : The phone must be returned to a Verizon retail or corporate store for special handling.
BONNIE : It cannot be sent back in the mail for safety reasons.
You : ok cool, did not know that thought there was a "special" box
You : one more question
BONNIE : yes?
You : if I am not able to find a phone that I want to switch to can I just return the note 7 for a refund.
BONNIE : Absolutely!!
You : cool beans
You : thanks
BONNIE : Have you seen the new Google Pixel and Pixel XL phones?
You : I have started looking at those, also the V20 I think it is called
BONNIE : Yes. They are very nice phones!
You : shame about the note 7 it is a great phone
You : you have been a lot of help thank you.
BONNIE : You're most welcome! I'm just noting your account.
You : what are you noting on there
BONNIE : Our discussion of how the Note 7 must be returned to the store and that you need not worry about the upgrade or refund.
You : ok cool thanks, you have been very helpful
BONNIE : It was my pleasure! Do you have any further questions or concerns I may assist you with?
You : not at this time
BONNIE : Thank you so much for your loyalty and having this account since August of 2012! We love our loyal customers!! And we here at Verizon value you as a customer, I have enjoyed our chat. I hope you have a great weekend! Please click on the circle with an "X" within the chat window to end this chat session.