Note7 Owner Information

As part of our commitment to ongoing safety, Samsung would like to make our customers aware of plans to discontinue network service for Note7 devices.
From the 18 November, customers still using the Note7 will no longer be able to connect to any New Zealand mobile network services to make calls, use data or send SMS messages.

We strongly urge any customers still using their Note7 to return their device to the place of purchase for a refund or replacement. Between November 4th - 18th, we will contact our customers on at least two separate occasions with information about this network discontinuation event to ensure they have received adequate notice.

We would like to thank our Note7 customers for their patience and understanding.



Urgent Note7 Travel Notice

Due to aviation regulations, from 16th October airlines will not permit passengers to travel with Note7 devices in cargo or carry on luggage. Please back up your Note7, remove the SD card, turn it off and return your Note7 to your place of purchase.

Note7 Charging Restrictions

As part of on-going efforts to ensure customer safety, from the 28th October 2016 the maximum battery charge of all Note7 devices will be limited to 60% via a compulsory software update. Customers still using the Note7 should stop using the device and return it to the place of purchase.

Is my device affected?

Only Samsung Note7 models are included in this replacement. The Model Number begins with 'SM-N930'. Other Samsung devices are not affected.

Note7 | Samsung NZ

What should I do?

As consumer safety remains our top priority, Samsung has made a decision to ask all operator and retail partners to stop sales and exchanges of the Note7.

Customers with either an original Note7 or a replacement Note7 device should stop using the device and take advantage of the options available;

Samsung will refund the difference in cost if the customer selects a replacement.

Customers are advised to return to the place of purchase to replace their device imediately.

Samsung Online Customers

You will receive a package with a pre-labelled Courier Post. From the 26th October, you will not be able to drop your device into a Courier Post depot or NZ Post drop point due to operational changes. You will need to return your device to an operator or retail store. We will issue you specific instructions by email on where to take your Note7.

Customers can call us on 0800 855 500 or email us at note7.nz@samsung.com for any queries related to the Note7 replacement/refund process.

Data Backup

We recommend using Smart Switch to backup your data prior and contacting your place of purchase to check availability before bringing your Note7 in for replacement.

Please also remember to remove your SD Card; if the SD card is encrypted, please ensure to "unmount" prior to removing the SD card from your Note7. (To unmount select: Settings -> Storage -> SD Card -> unmount).

Download Smart Switch for PC
Download Smart Switch for MAC

FAQ - Replacement process & $100 Gift

How do I receive my $100 offer?

This will be determined by place of purchase when you return your Note7 device, and may take the form of a credit to your account, Prezzy card or voucher. Please contact your place of purchase for more information.
I want to swap to a Galaxy S7 / Galax S7 edge - Does the $100 include the refunded price difference?

The $100 is over and above the refund difference between the Note7 and the Galaxy S7 device.
My store said they don’t know about this – what should I do?

Please share the details of the store and we will ask your operator / retailer to follow up. We apologise for any inconvenience and ask for your patience while we look into this.
I have already returned my Note7 / requested a refund?

You are still eligible for this offer – please contact your place of purchase for details
Who is eligible for the $100 offer?

This offer is only for Note7 customers.
I bought from parallel imported retailer, and they won’t give me this offer?

This offer is only valid for authorised Samsung operators and resellers. Please call 0800 SAMSUNG to discuss further.
I am an online customer?

Our service team will be in touch soon with details on how to take advantage of the replacement or refund solutions by email and/or phone.
If I get a refund, can I also get a refund for my accessories?

Yes, if you choose a refund, you may also request a refund for your Note7 Samsung genuine accessories purchased; the purchase invoice for each accessory is required for processing.

FAQ - Note7 battery issue:

Will the Note7 go back on sale?

For the benefit of consumers' safety, we stopped sales and exchanges of the Note7 and have consequently decided to stop production.
What do I do if I purchased my Note7 overseas?

Please call 0800 SAMSUNG (726 786) and we can arrange a replacement for you here in New Zealand.
What is the exact issue with the Note7?

The issue relates to an overheating of the battery cell, which was isolated to the Note7 battery. No other device is affected.
My Note7 seems to be working fine, can I hold on to it?

We recommend you cease using your device and return it to your place of purchase. The battery issue affects all Note7s globally, regardless of your operator or where you purchased it from. Customer safety is our top priority so you need to immediately back up your device, turn it off, remove the SIM and SD card and to return it to the place of purchase. Online customers call Samsung on 0800 726 786 so we can arrange the return of your device.
Is the issue specific to certain operators or retailers?

The battery issue affects all Note7s globally, regardless of where you purchased it from. Customer safety is our top priority so you need to immediately back up your device, turn it off, remove the SIM and SD card and to return it to the place of purchase.
Does this affect other Samsung smartphones or tablets?

No. The Note7 issue is related to a battery cell manufacturing error and only applies to Note7s. No other Samsung products are affected.
I want to bring my Note7 to Samsung Head Office to return

Sorry, but you need to return it to your place of purchase, so that you can receive your replacement device or refund at the same time. Samsung online customers should call Samsung on 0800 726 786 so we can arrange collection. Please immediately back up your device, turn it off, remove the SIM and SD card and to return it to the place of purchase to replace with a Galaxy S7, Galaxy S7 edge or get a refund.
Can I take my Note7 on a plane?

Due to aviation regulations, from 16th October airlines will not permit passengers to travel with Note7 devices in cargo or carry on luggage. Please back up your Note7, remove the SD card, turn it off and return your Note7 to your place of purchase.