It is rare to have a smartphone recalled. And when it’s one of the most anticipated devices of the year you can be sure that it is for good reason. Today Samsung announced that they are recalling all Galaxy Note 7s. Samsung has also halted sales of the phone for the moment. You probably have a few questions about this so and what will happen next if you already have the Note 7. I will be updating this page with all the recall info I get.
The reason behind this global recall of all Galaxy Note 7s is over a battery issue that has effected certain devices. The recall stems from defective batteries that have exploded. Incidents of the battery exploding has been reported in 35 devices. Though this represents a few units sold and shipped by Samsung the company is airing on the side of caution due to the nature of the problem. Personally, I think this is a smart move by the company as it is better to be safe than sorry. Koh Dong-jin; head of Samsung’s Handset Business; had this to say about the situation:
Samsung is committed to producing the highest quality products and we take every incident report from our valued customers very seriously. In response to recently reported cases of the new Galaxy Note7, we conducted a thorough investigation and found a battery cell issue.
To date (as of September 1) there have been 35 cases that have been reported globally and we are currently conducting a thorough inspection with our suppliers to identify possible affected batteries in the market. However, because our customers’ safety is an absolute priority at Samsung, we have stopped sales of the Galaxy Note7.
For customers who already have Galaxy Note7 devices, we will voluntarily replace their current device with a new one over the coming weeks.
We acknowledge the inconvenience this may cause in the market but this is to ensure that Samsung continues to deliver the highest quality products to our customers. We are working closely with our partners to ensure the replacement experience is as convenient and efficient as possible.
If you already have a Note 7 Samsung said that they will be replacing unit with brand new ones. Depending on where you are in the world and what carrier you purchased your device from the return process may vary . In the United States carriers could(and in my opinion SHOULD) announce their individual recall plans as soon as today.
As carrier from around the world announce how they will handle collection and replacements from this units I will add them to this page.
T-MOBILE: If you purchased a Note 7 from T-Mobile you can receive a full refund on your device. To take advantage of this you can either go to a T-Mobile store, call 611, or call 1-800-937-8997. If you would like to get a replacement unit you can put your refund towards that however you will have to wait two weeks. The refund will also extend to accessories purchased through T-Mobile for your Note7.
AT&T: AT&T is working with Samsung to facilitate exchange for those with Note 7s. in the meantime you can return the phone to a AT&T store for a another smartphone. You will also be able to get a refund on accessories purchased through AT&T
Sprint: Sprint is allowing customer to return Note 7s for a “comparable device” until new units are available.
Verizon: From now until September 30th, 2016 Verizon will allow customers who purchased a Note 7 to return it for a full refund. They will also waive the restocking fee.
Rogers: If you purchased a Note 7 from Rogers you will have a few options. You can either get a full refund, get a replacement device(meaning you will be sans a phone until replacement units are available), or get a “loaner” device unit such time replacement units are available. Here is a statement from the company:
“After being notified by Samsung that they have stopped selling the Galaxy Note 7 due to reported safety issues, we immediately suspended shipments and sales of the device in all our stores and through our website. Samsung is working on a replacement program and we’ll continue to work with them to ensure the process is seamless for our customers. In the meantime, customers can visit their nearest Rogers store to exchange their Note 7 or get a loaner device.”
Telus: Here is what Telus had to say about the recall:
“Consistent with TELUS’ policy of putting customers first, and because our customers’ safety is an absolute priority, we have suspended sales of the device across all TELUS corporate, dealer and retail locations, as well as online. We are working closely with Samsung to ensure the replacement experience is as convenient and efficient as possible for our customers.”
Bell: Just like it’s Canadian competitors Bell has suspended sales for the Note 7 and is working with Samsung to quickly get replacement units. This is their statement on the subject:
“Bell has suspended sales of the Galaxy Note 7 and we are contacting all customers affected by the issue. We’re working with Samsung to ensure these customers receive replacement phones as quickly as possible.”