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Note 7 upgrade fee for final replacement

Novice

I got hit with an upgrade fee of $20.00 when I ordered my replacement phone for the second recalled Note 7, in October 2016. This charge has not been reversed. More than a couple of billing cycles have gone by. Furthermore, Verizon Wireless Rep informed me the $100.00 inconvenience fee that was credited to my account in December 2016 for having replaced my recalled Note 7 with a S7E (and having stayed with Samsung) is a catch-all for all outstanding adjustments (upgrade fees, restocking fees, sales tax, etc.)

So I am out of $20.00.

Anyone else have this problem? Anyone get their upgrade fee refunded as a result of the mandatory recall?

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Re: Note 7 upgrade fee for final replacement

Miembro

When Samsung first recalled the Note 7 and people were made to trade them in or upgrade at that time, credits were given for the upgrade fee. If you were refunded that fee the first time, which most were, the next promotion was the $100 promotion to alleviate further costs of Samsung's manufacturing defects.

Technically, Verizon is not responsible for offering any discounts or credits since it was not a Verizon error and beyond their control. I would take the money and run.

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Re: Note 7 upgrade fee for final replacement

Novice

You are correct in what you say. However, in my case I purchased the Note 7 in August 2016 before the first recall. Subsequently, I went thru two replacement phones. The final replacement was in October when I returned my 2nd Note 7 for S7E. The online purchase menu forced me to pay a $20.00 upgrade fee during the second replacement in October 2016.

I am disputing this upgrade fee during the second replacement in October.

The $100.00 promotion I received in December 2016 was for staying with Samsung.

If I am wrong in my assessment do let me know.

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Re: Note 7 upgrade fee for final replacement

Sr. Member

That is exactly what I was told. As far as the refunds I got the $100. credit for the 2 note 7 and exchanging them for the s7 edge but I never got the $25 for the first recall and now that you brought it up I have to go back and make sure I got $20. upgrade fee taken off for the 2 s7 edge.

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Re: Note 7 upgrade fee for final replacement

Novice

Yes Kathy65793 you must followup and protect your interests. In this recent exchange (today) with Verizon Wireless Reps I have nothing but disgust for them. But it is my money and I intend to claw back every penny that has been charged without a basis. I intend to keep at it.

Neither you for I are looking for free-bees and handouts from Verizon so to be denied refunds of erroneous charges, is a rip-off and is not acceptable. Suggest you put on your battle dress Kathy.

Let us keep comparing notes.

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Re: Note 7 upgrade fee for final replacement

Novice

Upgrade fees  should have been credited back to your Verizon account automatically.  Differences in phone costs would go back to your original form of payment.  The incentive credits took, for me anyway,  until the first day of the fourth billing cycle post exchange to credit to the account.

Be persistent, but use the live chat rather than calling; it seems to work better. 

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Re: Note 7 upgrade fee for final replacement

Novice

Your suggestion was spot on. On line chat got me my $20 refund within a minute. Whereas the live conversation with a rep and her supervisor informed me: "When you bought your phone (S7E) online to replace your Note 7 you signed an agreement to pay $20.00 upgrade fee for the phone. You currently possess and use this phone. This is standard Verizon policy and there will be no refund".

I was stunned. The entire context of Note 7 recall was set aside.

This is stonewalling at its best.

Way to go Verizon Wireless hire more of these specialists in your call centers.

Re: Note 7 upgrade fee for final replacement

Novice

After each Note 7 recall I ordered my replacement device through an online rep. I was told each time that in order for the system to process the order they must charge me a $20 upgrade fee on my credit card and it would be refunded on my Verizon account. Sure enough both times before I hung up the phone with them I received a text stating that a $20 refunded was posted.

I am sorry to hear some are still having issues with this and I cant believe these reps still don't have their act together after all these months Smiley Sad

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Re: Note 7 upgrade fee for final replacement

Sr. Member

I did do a chat about the 2 $25. credit from the first recall on January 3rd and he told me that he would take care of it  and that it would take 24 hours its the 14th and still have not gotten it.

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Re: Note 7 upgrade fee for final replacement

Novice

Kathy65793 From what I understand from the following link is that the $25 credit was offered after the first recall and then after the second recall it was bumped up to $100. Those that received the $25 after the first recall are only entitled to an additional $75 after the second recall for a total of $100. I could be wrong and if you find out differently please post so I can fight for my additional $25 as well. Smiley Happy

Galaxy Note7 Safety Recall and Exchange Program

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