Samsung Expands Recall to All Galaxy Note7 Devices

Updated – Jan. 22 2017

Samsung has announced an expanded voluntary recall on all original and replacement Galaxy Note7 devices sold or exchanged in the United States in cooperation with the U.S. Consumer Product Safety Commission and in partnership with carriers and retailers. Since the affected devices can overheat and pose a safety risk, we are asking consumers with a Galaxy Note7 to power it down and contact the carrier or retail outlet where they purchased their device.


Consumers who have a Galaxy Note7 device can exchange their phone for another Samsung smartphone, or receive a refund, under the terms of the expanded U.S. Note7 Refund and Exchange Program.


If you bought your Galaxy Note7 from Samsung.com you should click here to process your refund or exchange. If you have questions, you should contact us at 1-844-365-6197 and we can help you.


Note7 Charging Restrictions

Consumer safety remains our highest priority and we’ve had overwhelming participation in the U.S. Note7 Refund and Exchange Program, with more than 96 percent of all recalled Galaxy Note7 devices returned.


To further increase participation, a software update has been released that prevents U.S. Galaxy Note7 devices from charging and eliminates their ability to work as mobile devices.


If you have not yet returned your device, you should immediately power it down and contact your carrier to obtain a refund or exchange.


U.S. Note7 Refund and Exchange Program

Under the terms of the U.S. Note7 Refund and Exchange Program, you have the following choices:

  1. Exchange your current Galaxy Note7 for another Samsung smartphone and replacement of any Galaxy Note7 specific accessories with a refund of the price difference between devices
  2. Obtain a refund at your point of purchase

In addition, you may be eligible for additional incentives described below:


What if I want to exchange my Galaxy Note7 for another Samsung smartphone?

As a sign of our appreciation for your patience and loyalty, we are offering up to a $100 bill credit from select carrier or retail outlets if you exchange your Galaxy Note7 for another Samsung smartphone, less any incentive credits already received.



What if I already exchanged my Galaxy Note7 for another Samsung smartphone?

If you already exchanged your Galaxy Note7 device for another Samsung smartphone, you will receive up to a $75 bill credit from select carrier or retail outlets in addition to the $25 you previously received.



What if I want a refund for my Galaxy Note7?

If you choose to obtain a refund, you will receive up to a $25 bill credit from select carrier or retail outlets as a token of our appreciation and acknowledgement of your inconvenience, less any incentive credits already received.



What if I want to exchange my Galaxy Note7 for another brand of smartphone?

If you choose to exchange your Galaxy Note7 for another brand of smartphone, you will receive up to a $25 bill credit from select carrier or retail outlets as a token of our appreciation and acknowledgement of your inconvenience, less any incentive credits already received.


Affected Devices

The expanded recall applies to all Galaxy Note7 devices – including the original and replacement. Because your safety is important to us, if you are currently using a Galaxy Note7, please power down immediately and participate in our U.S. Note7 Refund and Exchange Program.

Refund

Contact the carrier or retail outlet where you purchased your Galaxy Note7. If you bought your Galaxy Note7 from Samsung.com visit samsung.com/us. If you have any questions, contact us at 1-844-365-6197 and we can help you.

Contacts

You can contact the carrier or retail outlet where you purchased your device. If you bought your Note7 from Samsung.com or have questions, you should contact us at 1-844-365-6197 and we can help you.

Carrier/Retailer Website Contact
http://www.att.com/esupport/ 1-800-331-0500
http://www.bestbuy.com/site/clp/ 1-888-237-8289
https://support.sprint.com/support/ 1-888-211-4727
https://explore.t-mobile.com/samsung-galaxy-note7-recall 1-844-275-9309
https://www.uscellular.com/support/ 1-888-944-9400
http://www.verizonwireless.com/support/ 1-800-922-0204

Frequently Asked Questions

  • 1. What was the cause of the Galaxy Note7 incidents?

    Our investigation, as well as the investigations completed by three independent industry organizations, concluded that batteries were found to be the cause of the Note7 incidents. These batteries were unique to the Note7 devices.

    To learn more about the cause of the Note7 incidents and to see how we’re enhancing existing processes and raising the bar with new safety tests, visit http://www.samsung.com/us/quality/

  • 2. What are you doing to ensure this doesn’t happen again?

    We have implemented a broad range of internal quality and safety processes to further enhance product safety including additional protocols such as the multi-layer safety measures and 8-Point Battery Safety Check.

    To learn more, visit http://www.samsung.com/us/quality/

  • 3. Why won’t my Galaxy Note7 charge?

    Consumer safety remains our highest priority and we’ve had overwhelming participation in the U.S. Note7 Refund and Exchange Program, with more than 96 percent of all recalled Galaxy Note7 devices returned.

    To further increase participation, a software update has been released that prevents U.S. Galaxy Note7 devices from charging and eliminates their ability to work as mobile devices.

    If you are currently using a Galaxy Note7, please power down immediately and contact your carrier to obtain a refund or exchange. If you have any questions, you should contact us at 1-844-365-6197 and we can help you.

  • 4. Is it okay for me to continue using my Galaxy Note7?

    No. Because your safety is important to us, if you are currently using a Galaxy Note7, please power down immediately and participate in our U.S. Note7 Refund and Exchange Program. If you bought your Galaxy Note7 from Samsung.com, visit samsung.com/us. If you have any questions, you should contact us at 1-844-365-6197 and we can help you.

  • 5. Are there any other Samsung phones impacted by the recall?

    No. This recall is only related to Galaxy Note7 devices.

  • 6. I exchanged my old Galaxy Note7 for a new Note7. Is my replacement Galaxy Note7 affected by the recall?

    Yes, this does apply to all Galaxy Note7 phones. We apologize for the inconvenience.

  • 7. How do I get a replacement for my Note7?

    You can participate in our U.S. Note7 Refund and Exchange Program. If you bought your Galaxy Note7 from Samsung.com, visit samsung.com/us. If you have any questions, you should contact us at 1-844-365-6197 and we can help you.

  • 8. What do I need to do with my Note7?

    Because your safety is important to us, if you own a Galaxy Note7 we ask that you power it down immediately and participate in our U.S. Note7 Refund and Exchange Program. If you bought your Galaxy Note7 from Samsung.com, visit samsung.com/us. If you have any questions, you should contact us at 1-844-365-6197 and we can help you.

  • 9. How do I properly return my Galaxy Note7 to Samsung?

    Most consumers can replace their Galaxy Note7 through their carrier or retailer. If you are not aware of how to contact your carrier or retailer, please contact Samsung directly at 1-844-365-6197. If you purchased from Samsung.com, visit samsung.com/us.

  • 10. If I am shipping my device back to Samsung, carrier or retailer, how do I do it?

    Because your safety is important to us, a specially designed box will be shipped to you. This packaging will allow you to safely return your Galaxy Note7, please review the video below for specific packing instructions.

  • 11. I’ve got an upcoming flight; will I be allowed to take my Note7 on the plane with me?

    No. You will not be allowed to take your Galaxy Note7 on any flights. This includes both carry on and checked luggage. We ask that you abide by any guidance from the FAA and refer to the FAA website for more information. Because your safety is important to us, if you own a Galaxy Note7 we ask that you power it down and exchange your Galaxy Note7 for another Samsung smartphone or receive a refund, plus added incentives. If you bought your Galaxy Note7 from Samsung.com or have questions, please call 1-844-365-6197

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