Galaxy Note 7 recall: what you need to know (updated)

samsung galaxy note 7 recall fire explosion

By now, you’ve probably heard that Samsung is recalling all Galaxy Note 7 units it has shipped so far due to the risk of malfunction and fire. Samsung has come out with an official confirmation today, but the details about the Note 7 recall are still a bit murky.

Here’s what you need to know about the Galaxy Note 7 recall process and the Note 7 battery fire issue.

Note: We’re updating this page as new information becomes available. Come back regularly for the latest info.

Note 7 US recall details

Samsung has announced the first details of its recall program in the US.

Customers will be able to get a Note 7 replacement from as soon as next week or receive a Galaxy S7 or Galaxy S7 Edge plus the price difference. If you want to switch to an S7/S7 Edge, Samsung will refund the price of any Note 7 accessories you may have bought.

Samsung is throwing a $25 gift card for every customer as a “gesture of appreciation.”

To initiate the exchange, customers are asked to contact the retailer they bought the Note 7 from or call Samsung at 1-800-SAMSUNG.

Here’s the email that Samsung is sending out to customers:

As you may have heard, there have isolated battery cell issues reported, which affect the Galaxy Note7 device. After a thorough review and in order to ensure that our customers have the best possible experience, Samsung has launched the US Product Exchange Program. The program offers you the ability to exchange your Galaxy Note7 either for a new Galaxy Note7, a Galaxy S7 or a Galaxy S7 Edge. New Galaxy Note7 inventory should be available as early as next week, and Galaxy S7 and Galaxy S7 Edge devices are available now. You will also have the ability to exchange or receive a refund for any Galaxy Note7-specific accessories you may have purchased. Regardless of which Galaxy device you choose as the exchange, you will also receive a $25 Reward eCertificate good toward the purchase of mobile accessories or devices at Samsung.com.

We are in the process of finalizing the full details of the US Product Exchange Program, and will contact you directly, within the next few days, to provide you with the additional information you’ll need in order to exchange your Galaxy Note7, if you decide that this is the course of action that you’d like to take.

If, before we contact you again with the details of the exchange program, you have any questions or concerns, please don’t hesitate to call the Samsung eCommerce Customer Support Team at 1-855-726-8721; our support representatives are available seven days a week from 9:00 AM – 9:00 PM, Eastern Time.

Please be assured that your safety and confidence in the Samsung products you own are our highest priority, and we sincerely apologize for this issue. We are committed to doing everything necessary to ensure that you are completely satisfied with your purchase, and to ensure that you continue to be confident about our products and our brand.


Galaxy Note 7 recall: carriers reactions

United States

Verizon

Verizon announced that it has stopped selling the Note 7 and is making refunds or exchanges free through September 30. Full statement:

On September 2, 2016, Samsung announced a voluntary recall of the Galaxy Note7 in response to an issue with the device’s battery. Because customer safety is our top priority, Verizon has stopped selling the Galaxy Note7. Additionally, through September 30, 2016, Verizon is waiving the restocking fee for any customers who purchased a Galaxy Note7 and wish to return or exchange it.

AT&T

AT&T has stopped sales, but doesn’t have details about the recall process for the moment. Full statement:

Samsung has notified us that they have identified a battery cell issue in certain Galaxy Note7s. They have asked all retailers, including AT&T, to stop selling the device. We are in the process of determining the exchange process for our customers and how they can replace their current Note7 as quickly as possible. We will have more information later today.

T-Mobile

T-Mobile is accepting refunds and waiving all fees related to the recall. Full statement:

Earlier today, Samsung announced that it has stopped sales globally of the Galaxy Note7. T-Mobile has suspended sales of the device in all channels.

We are working closely with Samsung as they are finalizing details of their exchange program for the Note7, and we want to make sure T-Mobile customers are taken care of as Samsung works to resolve this.

Starting immediately, customers who are concerned about using the Note 7 can return the device to T-Mobile for a full, complete refund. They’ll get a full refund of anything paid for the device and any Note7 accessories. We’ll waive any restocking charges and shipping fees, and customers can keep the free Netflix subscription they received with purchase during pre-order.

Customers can visit their local T-Mobile store where they bought the device or call 611 or 1-800-937-8997 to do this, and they can then use their refund to choose a similar device or any device in T-Moble’s stores, including a new Note7 replacement which we expect to be available in the next two weeks.

We will update this statement as we have more information from Samsung regarding their exchange program for customers.

Sprint

Sprint is asking customers who bought a Note 7 to go to Sprint stores to receive a “similar device until the issue is resolved.” Full statement:

Sprint has suspended sales of Samsung Galaxy Note7 immediately following Samsung’s announcement to discontinue sales of the device globally.

We are working closely with Samsung to ensure those customers who already have purchased the device are taken care of. For those customers that previously purchased the Note 7 we will offer them a similar device until the issue is resolved. Customers should go to a nearby Sprint store to exchange their Note 7 device.

We will share more details when they are available.

Canada

Telus

Telus has suspended sales of the Galaxy Note 7, and will announced details of the recall process at a later date. Full statement:

“After a thorough investigation conducted by Samsung, Telus has been advised by the manufacturer that it has found a battery cell issue in Samsung Galaxy Note7 devices.”

“Consistent with Telus’ policy of putting customers first, and because our customers’ safety is an absolute priority, we have suspended sales of the device across all Telus corporate, dealer and retail locations, as well as online. We are working closely with Samsung to ensure the replacement experience is as convenient and efficient as possible for our customers.”

Bell

Bell Canada will begin contacting affected customers ASAP. Full statement:

“Bell has suspended sales of the Galaxy Note 7 and we are contacting all customers affected by the issue. We’re working with Samsung to ensure these customers receive replacement phones as quickly as possible.”

Rogers

Rogers has suspended sales, and asking customers to come in store for an exchange or loaner. Full statement:

“After being notified by Samsung that they have stopped selling the Galaxy Note 7 due to reported safety issues, we immediately suspended shipments and sales of the device in all our stores and through our website. Samsung is working on a replacement program and we’ll continue to work with them to ensure the process is seamless for our customers. In the meantime, customers can visit their nearest Rogers store to exchange their Note 7 or get a loaner device.”


Galaxy Note 7 recall: F.A.Q.

Wait, what happened again?

Samsung has discovered an issue with the battery of the Note 7 units it has shipped so far. By Samsung’s count, the issue has caused at least 35 incidents where the Note 7 dangerously overheated or caught fire while charging, or soon after charging.

The problem is estimated to affect one device in every 42,000 units. Samsung says it shipped around 2.5 million Galaxy Note 7 units so far, so if the estimate is correct, only a few dozen phones sold worldwide are at risk.

Samsung said it’s recalling every Note 7 unit it has shipped so far out of an abundance of caution.

This sounds bad. Should I be worried?

If the “one in every 42,000 units” estimation is correct, the risk of your Note 7 being defective is very, very low. While it’s good to be cautious, there’s little reason to be worried about your phone exploding, catching fire, or even breaking.

Why do phones even catch fire or explode?

Smartphones (and other modern electronic devices) from all manufacturers have been known to catch fire, usually while charging (often through a third-party cable or charger). These incidents are relatively rare, but with hundreds of million units being sold every year, they are bound to happen occasionally.

Here’s an in-depth explanation of what happens when a phone catches fire and the most common reasons behind these incidents.

What is Samsung doing about it?

Samsung is recalling all Note 7 it shipped so far, worldwide. This includes devices that are already in the customers’ hands and devices that have been shipped to carriers and retailers but haven’t been sold to end-users yet. The total number of recalled Note 7 units is around 2.5 million, according to Samsung.

When will the Note 7 recall start?

Samsung said it’s working on manufacturing Note 7 replacement units for the recall. The process will take two weeks, according to the company. That means that, in the absence of any change, the first replacement units will reach customer hands in a few weeks.

Keep in mind that the recall process will differ from market to market. The speed of the process will also depend on the retailer or carrier you bought the phone from, and potentially on the model.

How long will the Note 7 recall take?

Samsung did not say how long the recall process will take, but it did confirm it will issue replacements instead of repairing units that are brought in. That should make the process faster.

Will I get a new device?

Yes, Samsung said it will replace your Note 7 with a new unit of the exact same model.

Will there be any compensation for my trouble?

Samsung did not offer any details about that, but it’s possible. Some carriers or retailers may also offer partial refunds, credit, or other forms of compensation for the recall or the cancelled orders. For instance, UK’s Carphone Warehouse has already announced a £25 account credit for every customer who pre-ordered the Note 7.

I have a Note 7, what should I do to get it replaced?

Samsung will announce details about the recall process for every market. For now, the only thing you can do (other than returning the phone and asking for a refund, if possible) is to wait for further news. Keep an eye out for announcements from the retailer or carrier you’ve bought the Note 7 from, as well as the Samsung branch from your country.

Should I keep using my Note 7?

Again, the risk of anything bad happening is very low, statistically speaking. But if you’re very worried about your Note catching fire, the safest thing to do would be to shut the phone down and put it in a safe place until you can get it replaced.

What can I do to stay safe until I get a replacement?

There are a few common sense precautions you can take in order to keep safe, which are valid for any electronic device. To boil it down:

  • Stop charging your phone it if becomes too hot.
  • Stick to first-party chargers.
  • Don’t charge your phone in bed.
  • Be mindful of where you charge your phone.

More details about how to stay safe are available here.

I don’t want a Note 7 anymore, can I get a refund instead of a replacement?

Samsung did not specify, but your retailer or carrier may give you the option to ask for a full refund. Since the Note 7 only launched two weeks ago, your purchase might be protected by your local customer protection laws.

My Note 7 is arriving soon, what should I do?

If your Note 7 order is under way, you may want to cancel it, just to avoid the hassle of dealing with the recall. We advise against buying a Note 7 until the situation becomes clearer, especially from random individual sellers on Craigslist, eBay, or other similar sites.

Are other Samsung devices affected?

No, there is no information to suggest that other Samsung devices might be affected by the same issue.


Missed anything? Do you have questions about the Galaxy Note 7 recall? Ask away in the comments!

By | 2016-09-03T03:00:16+00:00 September 3rd, 2016|Android Related, Just the Tablets|0 Comments

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