I didn’t want to do it, but I had to. Verizon and Samsung have sent me emails (and Verizon a text message) over the last few weeks, telling me to power down my Galaxy Note 7 and turn it in for a replacement device. Earlier on in the process, I refrained from taking my Galaxy Note 7 in. Verizon texted me first, saying that I could exchange my device for another phone (like the Moto Z) but said nothing about when I could expect the new Galaxy Note 7 replacement units or when the carrier would have them in stores.
While there are a number of other phones out there that I’ve experienced this year, I had most of those Verizon could offer me. There’s the HTC 10, but I already own that; the LG G5? Have that, too. The Galaxy S7 edge has been the loaner device for many consumers that comes somewhat close in what it offers, but I have that, too. When you own these phones, getting a loaner device isn’t exactly your idea of exciting. Getting loaner devices are never anyone’s ideal situation, but the situation turns even more boring and dull when the phones the carrier wants to give you are already in your possession.
And yet, I had colleagues here at SamMobile that continued to stress the importance of taking my Galaxy Note 7 in and relinquishing the idea of “taking a chance” on keeping my unit – even if it was fine charging on the wire and Samsung’s fast wireless charging stand for the last 4 weeks. And then, to make matters worse, I had family members far and near that have been either making fun of the Galaxy Note 7 explosions (of which 26 have been completely falsified to give some their few days of fame) or have been terrified for me and have warned me it’s not safe to keep it at home.
So, I did what I was instructed to do and finally made a trip to Big Red this week to return my “faulty” Galaxy Note 7. Upon entering the building, I had to be “placed” in the virtual line on Verizon’s famous tablets that they use to register customers. During the time I was standing there doing much of nothing, I got to talk with a guy who, like me, was returning his faulty Galaxy Note 7 in exchange for his new Black Onyx replacement.
He and I struck up a conversation about the demo Gear VR unit sitting there in front of us, and he’d never actually considered Gear VR before our conversation. The sales rep who handled my order says that she uses a Galaxy S7 for all her photos, though her “other” phone is her backup. She likes the backup phone’s ease of use and simplicity better (her words, not mine), but there’s no denying for her that Samsung has hit mobile photography out of the park with the Galaxy S7.
Some things about my Note 7 recall trip are of note (pun intended): first, there were lots of people returning their Note 7s, so it seems as though they, like me, were all too aware of the explosions and took them seriously. I was told by a Verizon representative that there’d been large numbers that were in earlier that morning at 11:30am when Verizon was expecting a second shipment (yes, the earlier shipment that day had been quickly depleted). Fortunately, I arrived 30 minutes after the second shipment had come in, so I got my Note 7 without problems. That means that, as early as Tuesday, my local Verizon already had Note 7 replacement units. In other words, if you need to get a replacement unit, don’t wait. Replacement units are being depleted like hotcakes.
I was able to secure some details about the Galaxy Note 7 recall return process for those who want to know: I was told that only the Note 7 “must” be returned, but that it helps for users to return everything. I returned all the old stuff and got a box full of new goods, so it didn’t matter, though I’ve also been told that some Verizon stores have mandated the return of the wall charger. Your mileage may vary.
In the time I waited to get my replacement unit, at least 20 other people had come in the door. According to the Verizon rep I talked to, she hopes that there are no other recalls anytime soon. It seems as though the recall process has been hectic and tiring. I don’t even work as a sales rep anymore, and bringing my old Note 7 into the store was as tiring as their own recall orders!
Well, keep in mind a few things for your visit to Verizon or some other carrier: 1) the lines will be busy, and you may have to wait for a while. The bigger the carrier store, the larger the wait. You’ll have your information processed and may still get stuck in the line a lot longer than you want. 2) There may be issues with the system that cause representatives to re-enter your info a few times and have you sign the same forms multiple times. The system at my Verizon was crashing, with reps needing to override it in order to complete exchange/replacement orders. Just know that nothing is perfect, and the Note 7 recall overload just may create this kind of situation for you at your local carrier store.
3) Once you get your phone, you’ll need to update it to get the green battery icons on the main desktop, Always On Display, and power down/restart menu. I know, I know: carriers are rolling out the update, but I didn’t have to wait for it when I picked up my Verizon Galaxy Note 7 a few days ago. As soon as my phone was activated, the main screen came up, and I logged in my Samsung account, the next screen prompted me to install the update. So, if you’re a Verizon customer or one at a carrier where you’ve been hearing the green battery icon update is available, you may not have to wait very long for it on your replacement device.
Above all, my visit was unusual due to the circumstances, but no different than any other long wait. Samsung, though, is to be applauded for just how quickly it pushed out the Note 7 replacement units because, were this any other company out there, the new units wouldn’t have arrived as quickly. With my replacement Galaxy Note 7 in hand, the old risk of the faulty one is now behind me. Samsung’s Galaxy Note 7 is still the best phone of 2016 – and I say that owning the LG G5, HTC 10, OnePlus 3, the Galaxy Note 5, Galaxy S7 edge, and the Note 7, and using these phones daily.
Did you survive your trip to your carrier to pick up the new Galaxy Note 7? Have you actually gone yet to pick up yours, or are you still holding out some? Any funny stories to share about your Note 7 recall trip? If you’ve heard anything from your specific carrier that you think fellow customers should know, feel free to share.
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