Latest Statement

Oct 17. 2016

 

 

Samsung Electronics Hong Kong continues to make every effort to support Galaxy Note7 customers affected by the HK Civil Aviation Department’s request to airline passengers not to transport the Galaxy Note7 on flights to and from HK.

We are particularly concerned about local residents currently travelling overseas who may not be able to return to HK with their Note7.

If these HK Note7 customers are unable to contact a local Samsung customer service representative abroad (see below guidelines), the following customer support channels in HK are available for assistance:

1) Customer Service Hotline (+852 3698 4698) – now available 24-hours / 7 days a week until 31 October 2016

2) Private Messaging – via Samsung Mobile HK’s Facebook page

We will do our best to help facilitate overseas collection and documentation of their Note7 device for an exchange or refund upon their return to HK.

For all Note7 customers, courtesy loan phones have been made available on arrival in or before departure from HK at Samsung’s airport service counter which has now re-located for greater customer convenience to Check-in Aisle D, Airline Ticketing Counter, Level 7, Terminal 1, HK International Airport. Open daily from 7am to 1am the next day, customer service support has been extended until 1am on 1 November 2016 (except when typhoon 8 or above is hoisted).

Samsung has also set up an additional airport customer services counter (located in the restricted passenger only area at Sound & Vision, Shop 6E150, Level 6, Terminal 1, HK International Airport) to assist passengers transiting through HK with Note7 phone collection and documentation. It will operate daily from 9am to 11pm until 30 October 2016 (except when typhoon 8 or above is hoisted).

Samsung Electronics HK is in regular contact and working with the HK International Airport and various airlines to continue to support all Note7 customers returning to and departing from HK.

Customer Service Support & Guidelines for Samsung Galaxy Note7 Travellers

Local customers returning to HK
(Note7 purchased in HK & Macau)        

Local customers departing HK
(Note7 purchased in HK & Macau)

Foreign customers departing HK
(Note7 purchased overseas)

1. Back up your data

2. Visit local Samsung customer service center to leave your Note7 phone; get a loan phone if needed

3. If urgent, leave phone at Samsung airport customer service counter which have been set up in select markets*. For airports which do not yet have Samsung representatives present, contact airline or airport to verify collection process available

4. On arrival at HK airport, go to Samsung customer service counter for loan phone if needed, and/or visit Samsung customer service center** for refund or exchange

 

1. Back up your data

2. Contact your point of purchase for refund or exchange

3. If urgent, visit Samsung customer service counter at HK airport:

i. Leave your Note7 phone
ii. Get a loan phone if needed
iii. Upon return to HK, contact Samsung customer service center** for refund or exchange

 

1. Back up your data

2. Visit Samsung HK customer service center** to leave your Note7 phone; get a loan phone if needed

3. If urgent, visit Samsung customer service counter at HK airport:

i. Leave your Note7 phone
ii. Get a loan phone if needed
iii. Upon return to home market, contact Samsung customer service center for refund or exchange

 

All Galaxy Note7 customers are advised to get a receipt where possible when leaving their device at Samsung customer service centers or airport service counters abroad, or when required to leave their device at foreign airports. This will help Samsung assist its customers in follow up queries and in the return process.

*Airports with Samsung Galaxy Note7 customer service counters or customer service representatives 

    1. Argentina: Buenos Aries
    2. Australia: Adelaide, Brisbane, Canberra, Gold Coast, Melbourne, Perth, Sydney
    3. Chile: Santiago
    4. Colombia: Barranquilla, Bogota, Cali, Medellin
    5. Demark: Copenhagen
    6. Egypt: Cairo
    7. Finland: Helsinki
    8. Israel: Tel Aviv
    9. Japan: Fukuoka, Osaka, Tokyo, (Haneda, Narita)
  10. Jordan: Amman
  11. Korea: Busan, Seoul (Incheon, Kimpo)
  12. Malaysia: Kuala Lumpur
  13. Netherlands: Amsterdam
  14. New Zealand: Auckland, Christchurch, Queenstown, Wellington
  15. Norway: Oslo
  16. Peru: Lima
  17. Poland: Warsaw
  18. Russia: Moscow (Domodedovo, Sheremetyevo), St. Petersburg
  19. Singapore
  20. Spain: Barcelona , Costa del Sol, Madrid, Mallorca
  21. Sri Lanka: Colombo
  22. Sweden: Stockholm
  23. Switzerland: Zurich
  24. Taiwan: Kaohsiung, Taichung, Taipei (Songshan, Taoyuan)
  25. Ukraine: Kiev (Boryspil, Zhuliany)
  26. United Arab Emirates: Dubai (DXB, DWC)
  27. United States:
    -Charlotte Douglas International Airport
    -Dallas/Fort Worth International Airport
    -Denver International Airport
    -Hartsfield–Jackson Atlanta International Airport
    -John F. Kennedy International Airport
    -Los Angeles International Airport
    -McCarran International Airport
    -O'Hare International Airport
    -Phoenix Sky Harbor International Airport
    -San Francisco International Airport

Remarks: The operating hours of the customer service counters at the above airports may vary. Please contact the Samsung Customer Service Centre at respective countries for updated information. 

**Samsung HK Customer Service Center

HK (Monday to Sunday: 11:00 am – 8:00 pm)

- Unit 09 - 12 & 15, 40/F, Office Tower, Langham Place, 8 Argyle St, Mong Kok

- Unit 1502, 15/F, Causeway Bay Plaza 1, 489 Hennessy Road

Macau (Monday to Saturday: 11:00 am – 7:00 pm)

- Rua de Bruxelas, 28, 32, 36, 42 R/C, Macau