Updated Consumer Guidance for Samsung Galaxy Note7

Updated: 1 December 2016

Click here to view the Samsung Electronics Australia media statement regarding its decision to end network connectivity for the Galaxy Note7.


Updated: 3 November 2016

Click here to view the Samsung Electronics Australia media statement regarding its decision to extend its Galaxy Note7 recall to replacement Note7 devices.


Updated: 28 October 2016

Multiple airlines have prohibited the carriage of Galaxy Note7 devices on-board flights (both international and domestic) for both carry-on and checked baggage. Airline passengers will not be permitted to take a Galaxy Note7 on a flight, either switched on or turned-off.

No other Samsung device is affected by this ban.

Samsung Australia apologises for this inconvenience.

Customers who are at an airport should speak to airport ground staff or airline staff who will assist at the airport.

Samsung Australia will then follow up with that customer to arrange an exchange or full refund.

Travelling with a Galaxy Note7? Click here for more information.


Updated: 12 October 2016

Samsung Electronics Australia has extended its recall to all Galaxy Note7 devices in this country, including those that were provided as replacement Galaxy Note7 devices.

Customers in Australia who have a Galaxy Note7, both an original Note7 device purchased before September 5 or a new replacement Note7 device, should power down their phone and contact their original place of purchase.

Samsung Australia is working with all its operator and retail partners to ensure all customers can receive an exchange – including to a Galaxy S7 or S7 edge (plus a refund for the difference in price) - or full refund for their Galaxy Note7.

Before returning their Galaxy Note7, customers should back-up their data, complete a factory reset to delete personal information and power down their device.

We sincerely regret the inconvenience and we thank you for your patience.

More information can be found on our partner websites:

What are the available remedies?


Depending on where you originally purchased your device, your remedy options may vary. All customers are entitled to a full refund through all our operator and retail partners. Please see below for the additional options available through your place of purchase.

As an apology and to thank you for being a loyal Samsung customer, if you exchange your Note7 with either the Samsung Galaxy S7 or Galaxy S7 edge, you’ll receive a refund for the difference in price as well as a partner specific offer.



Vodafone
Credit your Vodafone account with $250
Conditions apply. See telco website for full details
Optus
Credit your Optus account with $250
Conditions apply. See telco website for full details
Virgin
Credit your Virgin account with $250
Conditions apply. See telco website for full details
Telstra
Credit your Telstra account with $250
Conditions apply. See telco website for full details
Credit you with $250 towards your new device
Conditions apply. See telco website for full details
Credit you with $250 towards your new device
Conditions apply. See website for full details
Credit you with $250 towards your new device
Conditions apply. See website for full details
Credit you with $250 towards your new device
Conditions apply. See website for full details


Retail Stores


samsung.com
Retail Stores Credit you with $250 towards your new device

samsung.com Provide you with a Visa gift card that reflects the difference in price and an additional bonus $250.
•     Galaxy S7 Edge and $350 gift card; or,
•     Samsung Galaxy S7 and $450 gift card
Conditions apply. See website for full details


Other online retailers such as eBay, Kogan and Gumtree
Provide you with a Visa gift card that reflects the difference in price and an additional bonus $250.

•     Galaxy S7 Edge and $350 gift card; or,
•     Samsung Galaxy S7 and $450 gift card
Conditions apply. See website for full details



Customers who purchased their Galaxy Note7 from another retailer should return to that place of purchase.

Customers who purchased their Galaxy Note7 from Samsung can contact their original store of purchase or contact our customer service team on 1300 362 603

Click here to view the Samsung Electronics Australia media statement regarding its decision to extend its Galaxy Note7 recall to replacement Note7 devices.

How to back up your Galaxy Note7


Here are the simple step by step instructions:


Step 1:    Download and Install the Smart Switch software on your computer:

Step 2:    Connect your Galaxy Note7 compatible to the computer using a USB cable and launch the Smart Switch application on your Note7

Step 3:    Click on the ‘Back up’ option

Step 4:    You will see a prompt on your Galaxy Note7 device, tap "Allow" to access permissions

Step 5:    Smart Switch will then start backing up your data to your computer

Step 6:    Select "OK" once back up has been completed

Frequently Asked Questions

Find your answers here.


What should I do if I own a Galaxy Note7?
Samsung Electronics Australia has extended its recall to all Galaxy Note7 devices in this country, including those that were provided as replacement Galaxy Note7 devices.If you own an original Galaxy Note7 device purchased before September 5, or a replacement Galaxy Note7 device, you should power down your Note7 and return the device to the original place of purchase and 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 personal information from the Note7;
Once you have turned off your device you should not charge the Note7.
Can I continue to use my Galaxy Note7?
No. Samsung Australia asks that you power down your Galaxy Note7 (whether it is an original Galaxy Note7 device purchased before September 5, or a replacement Galaxy Note7 device) 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.
What if I bought my Galaxy Note7 directly from a Samsung Australia store?
Power down your Note7 (whether it is an original Galaxy Note7 device purchased before September 5, or a replacement Galaxy Note7 device) 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 an exchange for a new Samsung smartphone (plus a refund for any difference in price) or a full refund. 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 Galaxy Note7 directly from Samsung Australia’s online store?
Power down your Note7 (whether it is an original Galaxy Note7 device purchased before September 5, or a replacement Galaxy Note7 device) 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 replacement device (plus a refund for any difference in price) or a full refund.
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 replacement option, will someone help me set up my new phone?
Your retail outlet or Samsung Customer Care is available to assist with backing up your data, switching to and set-up of your replacement 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.
Do I have to pay for my Galaxy 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.
Why have I received a carton to return my Galaxy Note7?
Samsung Electronics Australia works closely with relevant authorities and its partners to take appropriate measures to ensure that Galaxy Note7 devices are returned as quickly and safely as possible. Each device must be insulated and placed inside a special carton along with appropriate documentation when it is returned to Samsung Australia. If the device is not packed in accordance with the instructions provided, it will not be able to be transported.

This carton will be provided to customers by the transportation company who is certified to collect your device on behalf of Samsung. Please follow the instructions provided when packing the device.
I’m currently visiting Australia with a Galaxy Note7, what should I do?
Due to worldwide aviation restrictions, you will not be able to return to your country of origin with your Galaxy Note7.
Given this, Samsung Australia recommends that you visit a Samsung Retail Store in Australia to surrender your Galaxy Note7; you will be provided with documentation which can be provided to Samsung in your country of origin to obtain a remedy once you return.
Samsung Australia will also contact Samsung in your country of origin to confirm receipt of your Galaxy Note7.
Any other concerns can be addressed with our Customer Service Team at any of our Samsung Retail Stores in Australia.
Why is Samsung Australia implementing an automatic software update?
Samsung Australia is releasing this software update as part of our ongoing safety measures in relation to the Galaxy Note7 smartphones.
We hope it will further encourage those who haven’t sought to replace their Galaxy Note7 to return it to their original place of purchase to seek an exchange or refund.
Will customers have the option not to download the software?
The automatic software is not optional. In the interests of product safety, the update will automatically be downloaded and installed on replacement Galaxy Note7s issued in Australia.

We are releasing this software update as part of our ongoing safety measures in relation to the smartphone. We hope it will further encourage those who haven’t sought to replace their Galaxy Note7 to return it to their place of purchase to seek an exchange or refund.
What does network disconnection mean?
As part of our commitment to ongoing safety, Samsung Electronics Australia, in consultation with local telecommunications operators, will discontinue Australian network services for Galaxy Note7 devices that are still being used in Australia. Customers still using the Galaxy Note7 will no longer be able to connect to any Australian mobile network services to make calls, use data or send SMS messages.
When will Note7 devices be disconnected from the network?
Samsung Electronics Australia has (with the assistance of telecommunication operators) scheduled Australian network disconnection for all Galaxy Note7 devices to commence from Thursday, December 15, 2016.
Will I be notified before my network is disconnected?
Between December 1 and December 15, Samsung Australia will push notifications to still active Galaxy Note7 smartphones, with information about the Australian network discontinuation, to ensure adequate notice is provided.
Why is Samsung disconnecting Galaxy Note7 devices from the network?
Samsung Electronics Australia are committed to ongoing safety as our number one priority, we encourage customers to power down their device and return to their place of purchase for remedy to be provided.
Is the Galaxy S7 or Galaxy S7 edge affected in the Galaxy Note7 recall?
The issues with the Galaxy Note7 are isolated to this smartphone model only.
Neither the Galaxy S7 or Galaxy S7 edge (nor any other Samsung device) is impacted by the recall.
You can continue to use your Galaxy S7 or S7 edge smartphone.
If my Galaxy 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.
Do I need to return all my accessories that came in the box?
No, we do not require you to return 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.
Should I back-up my data?
Samsung Australia 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.
I have received communication about the Galaxy Note7 issue, how do I confirm it is from Samsung Australia?
Samsung recommends if you are unsure about communication you have received, whether it be via email or SMS, please contact Samsung Customer Service on 1300 362 603 to discuss your concerns.
I received a refund and no long need my Galaxy Note7 accessories, can I get a refund?
Samsung Australia can process a refund for any Note7 specific accessories purchased.
Please submit your request for refund to Note.7@samsung.com
What if I don’t have an invoice for my Galaxy Note7 accessories?
Please submit your request to Note.7@samsung.com and advise you do not have invoice for processing.
Samsung Australia will endeavour to provide you with a solution on a case by case basis.
What is required for processing your Galaxy Note7 refund?
- Your full contact information
   • Name
   • Address
   • Contact number

- Original Note7 IMEI number
- Details of your Note7 device accessories
- Purchase invoice for your Note7 device accessories
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
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