ZUKZEKIM- We are doing our best to be completely transparent while setting all of the right expectations. We do our best to keep all of our answers public in the community and try to seldom ut...
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ZUKZEKIM- We are doing our best to be completely transparent while setting all of the right expectations. We do our best to keep all of our answers public in the community and try to seldom utilize the private message feature here. However, there are certain instances where it is important to take a look at someone's account to confirm whether or not a box has been sent. We definitely don't want you to leave over this, so I will do my best to answer as thoroughly as possible. Special handling boxes are being sent to any Note 7 owner who did not return their device to a physical location. Safety is of paramount importance, therefore we recently have stopped allowing employees to power on and handle recalled phones. This is why store locations are not able to now accept Note 7 devices in store. You do not need to take any action to have a special handling box sent to you, even if you are not selecting a new device in replacement of your current Note 7. If you have not received your box within 1-2 weeks, we are able to check the notes on your account to confirm whether a box has been sent. Additionally, if you are thinking about potentially selecting a device that is currently on back order, you are able to select an interim device to ensure that you are not without a phone but also not handling the recalled device. For example, if you wanted to select the iPhone 7 or the Google Pixel XL, most of those models are currently back ordered. We will place the order for the back ordered device, and allow you to choose any device that is currently in stock to use and then you will be able to exchange that device once your back ordered device is fulfilled (no restocking fees apply, you will have to pay for the taxes, or two year agreement on the interim device which will be refunded upon return in good working order). Here is the link to our recall FAQ which we are always working on updating: Samsung Galaxy Note7 Recall Exchange FAQs | Verizon Wireless. You will note that there is also a bill credit offer in the amount of either $100 (selecting another Samsung device) or $25.00 (non-Samsung device) which will be systematically applied within 1-2 bill cycles. Lastly, we are also systematically applying all refunds for the Note 7 devices. Once we have received your device in our warehouse, you will automatically be credited for the taxes, device payments, and the upgrade fee made at time of sale. Your original payment method will be credited. If you paid with a credit card, your credit card will be refunded. Any accessories that were purchased and made specifically for the Note 7 will also be refunded within 1-2 bill cycles (no need to return accessories). Please let me know if you have any additional questions or would like us to look at your account to confirm that a special handling box has been shipped. We hope that you reconsider leaving the Verizon family. AmberK_VZW Follow us on TWITTER @VZWSupport If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!