Samsung Electronics Australia confirms availability of Galaxy Note7 replacement stock and announces automatic software update



Sydney, Australia – September 20, 2016 – Samsung Electronics Australia today confirmed that replacement stock for Galaxy Note7 customers will be available from September 211.

Samsung has also announced that an automatic software update will be released in Australia from September 212 to all original Galaxy Note7 smartphones purchased in this country3.

The software update will automatically download and install4 to all original Galaxy Note7 smartphones that were purchased in Australia to limit the smartphone battery to a maximum charge of 60 per cent. The update is part of Samsung Australia’s ongoing commitment to safety in relation to the battery cell issue with original versions of the smartphone5.

There will also be a software update made available that customers will need to download for new replacement Galaxy Note7 smartphones. This software update will introduce a green battery icon to identify that the new device does not have the reported battery issue and is safe to use.

“The safety of our customers is our first priority,” said Richard Fink, Vice President IT & Mobile, Samsung Electronics Australia. “For this reason, we are working to identify and execute all appropriate measures to protect customer safety.

“We continue to urge customers who still have an affected Galaxy Note7 to complete a data back-up and factory reset before powering-down the device and returning it to their place of purchase to seek a replacement Galaxy Note7 or alternate remedy of their choice.”

View the media announcement from September 9 - Samsung Electronics Australia announces replacement stock of Galaxy Note7 here.

View the media announcement from September 5 - Samsung Electronics Australia announces a recall of Galaxy Note7 smartphones here.

1 Customers should check specific availability dates with their operators or place of purchase.
2 Exact timing of the release of the automatic software update to Galaxy Note7 smartphones in Australia will depend on each individual carrier network.
3 Galaxy Note7 smartphones purchased outside of Australia or through channels not authorised by Samsung Australia (for example Kogan.com.au and some eBay stores) may not receive the same software package as those devices purchased from either Samsung Australia or an authorised Samsung Australia retailer.
4 Customers who purchased their Galaxy Note7 in Australia but are overseas at the time of the software release, will receive the automatic download when they next connect to WiFi.
5 On September 5, Samsung Electronics Australia took the proactive and voluntary step to recall Galaxy Note7 smartphones in Australia. The recall was in response to a recent announcement by Samsung Electronics regarding isolated battery cell issues with the Galaxy Note7.

The most efficient way to get a remedy for your Galaxy Note7 is to go back to your place of purchase. If you purchased your Galaxy Note7 from an operator, further information can be found by clicking on the operator’s logo below:



All Samsung Galaxy Note7 smartphones sold in Australia are affected (whether they were purchased from operators such as Telstra, Vodafone, Optus or retail stores such as Samsung Branded Stores, Samsung’s Online store, JB Hi-Fi, Harvey Norman, Good Guys and websites including Kogan).

If you are unsuccessful in obtaining a remedy from your place of purchase, please contact Samsung for assistance. If you have purchased your device overseas or from websites such as Kogan, please contact us so we can support you.

Replacement Process for Note7 Customers


Customers who were affected by the Note7 issues, were and remain entitled to choose a new Galaxy Note7 (with a courtesy device provided until the arrival of replacement Galaxy Note7 stock) or a refund. Customers can approach either Samsung or their retailer/operator, depending upon their place of purchase.

Customers who have elected a replacement Note7 will be contacted by their original place of purchase (be it Samsung or otherwise) from September 21 to coordinate the collection or delivery of their new device.

Until a replacement device is provided, Samsung Australia reminds all customers who still have an affected Galaxy Note7 smartphone to back up their data, complete a factory reset to delete personal data, power down their device and return it to its place of purchase to seek remedy of their choice.

For more information, Galaxy Note7 smartphone owners can visit the place of purchase of their device or call Samsung Customer Service on 1300 362 603.

Check your Note7


To enable you to easily identify you have received a replacement Galaxy Note7, the packaging for new smartphones will have two identifiers on their box:

1. a white sticker with a blue letter 'S'; and
2. a small black square on the white barcode label.



Additionally, all genuine Samsung smartphones have a unique IMEI number. This number can be used to verify whether your Galaxy Note7 is a new replacement smartphone or an old affected device.

There are two ways to find the IMEI number on your Galaxy Note7 smartphone:
a. the 15 digit number on the white label on the packaging (as highlighted in the image or see Support page); or
b. via your Galaxy Note7 smartphone by dialing *#06#.

Once you have identified the IMEI number, enter the first 15 digits (do not include any slashes [ / ] between digits) in the below form and hit SUBMIT.
This feature will only operate correctly if you insert an IMEI from a Note7 smartphone. If you enter the IMEI from any other smartphone or device, you should disregard any message received.





Enter IMEI number:  


{{getIemiMsg()}}

Frequently Asked Questions

Find your answers here.

Which models are affected?

All Galaxy Note7 models in Australia are affected.
What should I do if I own a Note7?

Power down your Note7 and return the device to the place of purchase to seek a remedy of your choice. Before you return your smartphone you should:

(1) complete a data back-up to a SD card or PC or Smart Switch to an alternative smartphone; and
(2) complete a factory reset to delete all person information from the Note7;

Once you have turned off your device you should not charge the Note7.
What if I bought my phone directly from a Samsung Australia store?

Power down your Note7 and return it to the Samsung Australia store where you purchased your device to arrange a remedy of your choice.

Customers who have purchased a Galaxy Note7 direct from a Samsung store are entitled to choose a new Galaxy Note7 (and a courtesy device until replacement Galaxy Note7 stock arrives) or a full refund. We expect replacement stock to arrive in three to four weeks from September 5, 2016.

Before you turn off your smartphone you should:

(1) complete a data back-up to a SD card or PC or Smart Switch to an alternative smartphone; and
(2) complete a factory reset to delete all person information from the Note7;

Once you have turned off your device you should not charge the Note7.
What if I bought my phone directly from Samsung Australia’s online store?

Power down your Note7 and please call Samsung Customer Care 1300 362 603 or complete the registration form below. Customers who have purchased a Galaxy Note7 direct from Samsung Australia via our online store are entitled to choose a new Galaxy Note7 (and a courtesy device until replacement Galaxy Note7 stock arrives) or a full refund. We expect replacement stock to arrive in three to four weeks from September 5, 2016.

Before you turn off your smartphone you should:

(1) complete a data back-up to a SD card or PC or Smart Switch to an alternative smartphone; and
(2) complete a factory reset to delete all person information from the Note7;

Once you have turned off your device you should not charge the Note7.
If I request a courtesy device, what is the process?

Samsung recommends that you power down your Galaxy Note7 and return your smartphone to your original place of purchase to discuss options regarding a courtesy device.

Alternatively, please contact Samsung and we can coordinate a courtesy device to be couriered to your nominated address. You will need to give your affected Note7 device to the courier. You can contact Samsung Customer Care on 1300 362 603 or complete the registration form below to take advantage of this option.
Can I continue to use my Note7 until I receive a remedy?

Samsung recommends that you power down your Galaxy Note7 and return it to your place of purchase to arrange a remedy of your choice.

Before you turn off your smartphone you should:

(1) complete a data back-up to a SD card or PC or Smart Switch to an alternative smartphone; and
(2) complete a factory reset to delete all person information from the Note7;

Once you have turned off your device you should not charge the Note7.
If I select the exchange option, will someone help me set up my new courtesy phone?

Your retail outlet or Samsung Customer Care is available to assist with backing up your data, switching to and set-up of your courtesy device. Samsung Customer Care may be contacted by phone on 1300 362 603 or via Live Chat by visiting www.samsung.com/au available 24/7.
If I select a replacement Note7, will the replacement I receive be a new device or refurbished device?

The replacement Note7 device will be a new device.
Do I have to pay for my affected Note7 to be sent back to the original place of purchase or to Samsung?

If you purchased your Note7 from Samsung Australia branded retail stores or online we can arrange to collect your device from your nominated address at no cost.
If you purchased your Note7 from directly from a Carrier or retail outlet you will need to discuss your return options directly with your place of purchase.
Does my replacement Note7 come with a new manufacturer’s warranty?

Samsung is providing a new two (2) year manufacturer’s express warranty for all replacement Note7 devices supplied in connection with the recall. In all cases, this new express warranty will commence on the date that you receive your replacement device. This in no way intends to limit any further rights that you may hold under the Australian Consumer Law.
When will I receive my permanent Note7 replacement?

We expect that replacement stock of the Galaxy Note7 smartphone will start becoming available to customers in Australia from Wednesday, September 21.
Customers will be contacted by their original place of purchase from September 21 to coordinate the collection or delivery of their new Note7 device.
• Customers that have bought directly from Samsung Australia branded retail stores or online will be contacted by Samsung Australia to coordinate the delivery of their new device.
• Customers who purchased their Note7 directly from a Carrier or retail outlet other than Samsung Australia branded retail stores or online, will be contacted by their place of purchase, to confirm the delivery or collection of their new device and return of their original Note7.
Will there be enough Note7s to meet demand?

Yes, during September we will have enough new Note7 devices to meet the demands of all impacted Note7 customers. We will not be selling any new Note7s to new customers during this time. We anticipate that sales of Note 7 to new customers in Australia will commence in early October.
What is the process to get a new Note7?

Customers will be contacted by their original place of purchase from September 21 to coordinate the collection or delivery of their new Note7 device.
• Customers that have bought directly from Samsung Australia branded retail stores or online will be contacted by Samsung Australia to coordinate the delivery of their new device.
• Customers who purchased their Note7 directly from a Carrier or retail outlet other than Samsung Australia retail stores or online, will be contacted by your place of purchase, to confirm the delivery or collection of their new device and return of their original Note7.
What if I have already received a refund for my Note 7, can I have one of the new Note7s?

Yes, if you have already received a refund for your Note 7 you can purchase a new Note7 during the month of September once replacement stock is available (and thereafter once sales to new customers start in early October). Your original place of purchase will reach out to you, once replacement Note7 stock is available to purchase. You will need to establish that you previously had one of the affected Note7s to purchase a new Note 7 in September.
I don’t have one of the old impacted Note7s but would like one of the new Note7s, when can I purchase one?

We expect that sales to new customers in Australia will commence in early October
What do I do with my courtesy phone? Can I keep my courtesy phone?

If you have been provided with either a J100 or J1 Mini, you may keep this device. Otherwise, you will need to return your courtesy phone when you collect your new Note7.
How do I know that my new Note7 is not affected by the issues impacting the old Note7 devices?

• New Note7 packaging has clear identifiers on the box; a small black square on the white barcode label along with a white sticker with a blue letter ‘S’
• Once replacement Note7 stock is available you will be able to check your IMEI number on the online database that will be established on the Samsung Australia website. Alternatively, you can speak to Samsung Australia to check your device; All Note7 devices have a unique IMEI number so we can identify and advise if your IMEI number is a new replacement Note7
Is there a chance that the new replacement Galaxy Note7 may have a similar issues to the original devices?

The battery cell issue is isolated to the original Galaxy Note7 devices that incorporate a battery supplied by one particular battery supplier. New replacement Galaxy Note7 devices, using battery cells from other battery supplier(s), are not affected by the overheating issues and have not been involved in any incidents anywhere in the world.
Customers can use the new replacement devices with confidence.
How do I locate my IMEI number?

Your IMEI number can be located on your Note7 packaging;
- By logging into your MySamsung account; select your device icon;
- Or by following instructions found on the Samsung website http://www.samsung.com/au/support/skp/faq/1039431
If my Note7 is damaged, can I still get a remedy?

Yes, you are still entitled to a remedy of your choice if your device is damaged.
If I get a refund, can I also get a refund for my accessories?

Yes, if you are electing a refund and have purchased accessories, we recommend you return to your place of purchase for a refund of your Note7 specific accessories when you seek a refund for your Note7 device.

If you purchased your Note7 specific accessories from Samsung, we are currently finalising a process to be able to provide you with a refund. Please leave your details in the web form below and we will update you as soon as possible. In the meantime, please hold on to your accessories and purchase invoice so we can process your refund.
Do I need to return all my accessories that came in the box?

No, we do not require you to return all the accessories which came with the device. If you received a free 256G SD card as a part of the pre-sales order; you may keep the SD card.
How can I receive and find updates on this recall?

We encourage customers to visit the Samsung website at www.samsung.com/au or the Samsung Australia Facebook page for updates.
Should I back-up my data?

Samsung recommends you complete a full data back-up of your device to PC or SD card (if available) using Smart Switch, Samsung Customer Care is available to assist you with completing your data back-up or instructions can be found at www.samsung.com/au/apps/smartswitch
I’m worried about the safety of my data?

After completing a data back-up, we recommend you complete a factory reset which will delete all personal information stored on the device, then proceed to power down your device and return to your place of purchase.
What is the issue?

Based on our investigation, we have learned that there was an issue within the battery cell. An overheating of the battery cell occurred when the anode-to-cathode came into contact which is a very rare manufacturing process error.
Have there been any reported incidents in Australia?

Samsung Electronics Australia can verify a small number of Galaxy Note7 smartphones in Australia have suffered from the reported battery cell issue.

Let us know if you are affected.

Complete the form with your details below so that one of our team can get back to you.