I did a chat today with verizon, and to no surprise they proved to be clueless again. I really do not care when I get the replacement, I just want to put the order in and have it done with, when it gets here, it gets here, but as with anything verizon is involved in, it is a big pain in the arse to do. Can verizon just stop trying to be the control freaks they are for once, treat the damn recalls like a preorder and be done with it, but they want to sell new ones to so they can get their commissions. I am going to show the chat if you want to read thru it, the first one was a dandy, but did not get much better with the second one she transferred me to. Oh by the way, the second on said they are doing the swaps now, you just have to go into the store to do it, I told her I would let everyone know that, so I am doing that....
Hi! How can I help you today?
You: Hello
Jennifer: Welcome to Verizon Wireless Sales chat!
Jennifer: Thanks for contacting Verizon Sales Chat! I would love to assist you with your purchase today.
You: I am ready to have my note 7 replaced. I live a ways out from a corporate store, so need to do it thru the fed ex. I see that verizon is now selling them, so there should be no reason that we can not process a replacement, as replacements were suppose to be done before selling them to new customers
Jennifer: I definitely understand your concern, and I’m glad to clarify.
You: ok
Jennifer: the online order process is not set up for cancellations or returns you can return via fed ex but your phone will need to be received before you can upgrade online
Jennifer: i can get you the number to get that processed faster would you like that over the phone
Jennifer: CUSTOMER SERVICE
1(800)-922-0204
You: The phone does not need to be sent in before verizon sends out a new phone to replace my current phone. I have done this several times over the years, they send out the new one and I send the old one back in.
You: They will charge my account if I do not send it in.
Jennifer: Oh great
Jennifer: lets continue to checkout i am sorry i was given other instructions
You: sounds great
Jennifer: add the new phone to cart
You: do I do the express checkout as new customer, or existing customer
Jennifer: your an existing customer correct, you have done this online before corect?
You: yes I have, but since the line is tied up in contract the system is not going to allow an upgrade, so was checking
You: we are doing an exchange, not add line or upgrade
Jennifer: i do apologize but we do not have an exchange link online the options we have online is new line or upgrade how were you able to do this before online was it through customer service sales does not have that link ?\
You: I have not done an exchange online for the note 7, trying to do it now
Jennifer: A Specialist is available and I will send them a copy of our conversation so you won't have to repeat yourself. Are there any questions for me before I transfer you?
Jennifer: I'll transfer you now. Thank you for chatting with Verizon Wireless Sales Chat!
You: ok
Jennifer has left the chat
You are being transferred, please hold...
You are now chatting with PAMELA
PAMELA: Hi there
You: Hello
PAMELA: I would be more than happy to look into this for you today. May I have your name and phone number?
You: T*******************************************
PAMELA: Thanks Todd, please allow me a moment to access your account.
PAMELA: Thank you for your patience, I'm showing that the Note 7 will be available tomorrow for replacement. You could place your order online or over the phone. I will send you a box to ship your current Note 7 and there is no restocking fee due to the recall.
You: you dont need to send a box, just make sure there is a return label in the box with new phone, I can use that box to send the old one back to you
PAMELA: The order can only be processed tomorrow when the phones become available.
You: And why is the note 7 showing replacement for tomorrow and it is showing available for sale right now on your site? According to samsung and CPSC, the note 7 were suppose to be replaced before the new ones are sold.
PAMELA: The new Note 7's are replaced first to customers who have turned in their old Note 7. If you were to go into the store you would be able to swap out your device.
You: your sales agent was more then glad to sell me one as a new customer, but when it was a recall then it cant be done till the 21st
PAMELA: Since we do not have your current device yet your options would be to visit the store and swap it out or send us your old device and wait until the new device is shipped.
You: no we can not, the internet is full of stories that tthe stores are telling people no, not till the 21st, the 21st is not a release date. if your selling them, then obivously you have new ones available, it is not being sold as a preorder on your site
You: It is time verizon stops passing the buck to the store, customer service, samsung, whatever. It is time to start doing the exchanges, verizon is the only carrier that is making this process hard, the other carriers are processing the replacements.
PAMELA: Correct, we want our current customers to get first come first serv with the new replacement.
You: I am a current customer.
PAMELA: Yes you are, and you do have first priority for replacement when you visit the store, since we did not receive your old device.
You: I do not need to send in my old phone first, I have a excellent payment history with verizon, have had everything billed to my account and no late payments ever in 14 years, so that is not an option, recall or new phone, does not matter in my case
You: I am not going to argue anymore. I am going to report this to the CPSC and let them know how verizon is hindering the replacement process and verizon contrary to what they say, their customers safety is not priority. everyone is hitting every road block possible from verizon. Funny how verizon is the only carrier that has not been issuing replacements, but they are more the willing to sell new ones.
You: a recall is a recall, I have done several phone swaps in the past without sending in my old one first, this is, well you know.....
PAMELA: We are more than happy to replace your phone. However you would have to follow the replacement policy. It's like when you return an item to a store, you would have to turn in the old item before you can leave the store with the new device.
You: this is thru the mail, I have done several swaps this way. verizon is hindering the process as we speak at all levels.
You: I will encourage the CSPC to contact your current customers with the note 7 and they can find out themselves
PAMELA: We do swaps, however this would depend on why you are swapping out a device....insurance swap, old device swap due to lost device. Or a trade in. You are more than able to replace your device today if you visit the store and turn in your old device.
You: so anyway, I am hitting another verizon roadblock now, so no point in continuing. I am seriously considering just switching customers, it gets old having to jump thru the verizon hoops to get things done.
You: I will pass this on to everyone that is being told no to today, yesterday, sunday, and so on. verizon is being verizon again, the only carrier making the process a pain and road blocking it, good to be a new customer for the note 7, leave the recalled ones on the street, we dont make commisison on those.
You: so anyways, getting nowhere, I am out of here
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