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PSA: Samsung Galaxy Note 7 - World Wide 1:1 Recall

Remini 175 34 September 2, 2016 at 05:34 AM in Smartphones (5)
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Last Edited by thestreetlight September 26, 2016 at 09:53 AM
Samsung Electronics announced that it will recall 2,400,000 units of recently released flag ship phone Galaxy Note 7. It will be world wide recall and Samsung will offer 1:1 exchange to newly manufactured retail unit of Galaxy Note 7 (NIB)

Following are direct translation from press conference by Sasmung Electronics CEO Dong Jin Koh

- The reason for recent incidents on Galaxy Note 7 is due to faulty Battery Cell

- Faulty Battery Cell caused during manufacturing process. Samsung Galaxy Note 7's Battery is supplied by multiple companies. Certain manufacturer's battery showed faulty units.

- Samsung will keep selling Note 7 in Chinese Market, as they confirmed no faulty units released in Chinese market.

- 24 units out of 1,000,000 units tested to be faulty. (0.0024% defect rate)

- So far, 35 incidents reported.

- All Galaxy Note 7 sales will be suspended World Wide and It will be replaced by newly manufactured units in retail box.

- Samsung expects 2 week time frame to meet supply of newly manufactured units

- Replacement for buyers will take place first and then sales will resume.



Following Recall Term is limited to Korean Market, but We can expect same or similar measure to be taken world wide

- Recall will start on 9/19

- Battery testing software will be available from tomorrow.

- If customer wishes, they an immediately exchange it for Galaxy S7 or Galaxy S7 Edge

- Refund date is 14 days from purchase date, but Samsung is working with Mobile Carriers to extend this date.

- **Unconfirmed source tells, They will also replace units with broken screens as long as they function normally.


http://news.naver.com/main/read.n...0003820404

http://news.naver.com/main/read.n...0002259123



Verizon Update

UPDATE 9/2/16: On September 2, 2016, Samsung announced a voluntary recall of the Galaxy Note7 in response to an issue with the device's battery. Because customer safety is our top priority, Verizon has stopped selling the Galaxy Note7. Additionally, through September 30, 2016, Verizon is waiving the restocking fee for any customers who purchased a Galaxy Note7 and wish to return or exchange it.


Sprint

Sprint's CEO Marcelo Claure posted a statement on Twitter detailing Sprint's plan of attack for the recall. For current Note 7 owners, you should visit your local Sprint store to return your Note 7. Sprint will give you a "similar device" to use until Samsung is able to fix the issue and sales of the Note 7 resumes.

AT&T

The company is still working out the final details for its exchange process. Here's the official statement from AT&T:

Samsung has notified us that they have identified a battery cell issue in certain Galaxy Note 7s. They have asked all retailers, including AT&T, to stop selling the device. We are in the process of determining the exchange process for our customers and how they can replace their current Note 7 as quickly as possible. We will have more information later today.

T-Mobile

T-Mobile will issue complete refunds for the Note 7, including any accessories purchased with the device. The company is also waiving any restocking or shipping fees during the exchange process. Visit your local T-Mobile store or call 1-800-937-8997 to initiate the process. T-Mobile expects to have replacement Note 7s "in the next two weeks," according to a statement published on its website.

A portion of the statement is below:

Starting immediately, customers who are concerned about using the Note 7 can return the device to T-Mobile for a full, complete refund. They'll get a full refund of anything paid for the device and any Note 7 accessories. We'll waive any restocking charges and shipping fees, and customers can keep the free Netflix subscription they received with purchase during pre-order.


If purchase from Other retailers such as Best Buy, Target. Amazon, Wait for their statement.

https://www.cnet.com/how-to/how-t...al-recall/
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Community Wiki

Last Edited by donovanky October 17, 2016 at 02:10 PM
Samsung released an ESN/IMEI lookup tool to see if your device has been affected by the battery issue. Link here [samsung.com]

Direct Note 7 Recall Line: 855-291-6255
Call this number if you bought used, or from a retailer/carrier that is giving you a hard time.
Be prepared to wait (my wait time was 1 hr 15 min). After reaching someone, my issue was resolved in 15 minutes (1.5 hours to resolution).

Samsung is offering full retail refunds, regardless of point of purchase.
Samsung will send a box and prepaid label to your address to ship the phone back in.
Refunds will be processed by check and should arrive 7-10 days after reviewing your phone.

855-291-6255 is the Colorado department.
You will not need to speak with agents from the Philippines who are unable and unwilling to assist you.
Do not bother calling the phone number listed on the Note 7 recall website.


*AT&T

Samsung has notified us that they have identified a battery cell issue in certain Galaxy Note7s. They have asked all retailers, including AT&T, to stop selling the device. We are in the process of determining the exchange process for our customers and how they can replace their current Note7 as quickly as possible. We will have more information later today.

UPDATE:

Important Information for AT&T Customers with Samsung Note7

Samsung has notified us that they have identified a battery cell issue in certain Galaxy Note7s. They have asked all retailers, including AT&T, to stop selling the device. Because safety is our top priority, customers are strongly encouraged to exchange the Samsung Note7 for a new device. Customers with a Note7 may select a Galaxy S7, Galaxy S7 edge, Galaxy S7 active, Galaxy Note7 or any other smartphone, and may also return any Note7 accessories. If a customer chooses another Samsung device, he or she will receive a bill credit of $25 per device.

Customers will be also able to exchange that interim device for a new Note 7 in the future. That process will be shared as soon as it is available.

*T-Mobile

Earlier today, Samsung announced that it has stopped sales globally of the Galaxy Note7. T-Mobile has suspended sales of the device in all channels.

We are working closely with Samsung as they are finalizing details of their exchange program for the Note7, and we want to make sure T-Mobile customers are taken care of as Samsung works to resolve this.

Starting immediately, customers who are concerned about using the Note 7 can return the device to T-Mobile for a full, complete refund. They'll get a full refund of anything paid for the device and any Note7 accessories. We'll waive any restocking charges and shipping fees, and customers can keep the free Netflix subscription they received with purchase during pre-order.

Customers can visit their local T-Mobile store where they bought the device or call 611 or 1-800-937-8997 to do this, and they can then use their refund to choose a similar device or any device in T-Moble's stores, including a new Note7 replacement which we expect to be available in the next two weeks.

We will update this statement as we have more information from Samsung regarding their exchange program for customers.



*Sprint

Sprint has suspended sales of Samsung Galaxy Note7 immediately following Samsung's announcement to discontinue sales of the device globally.

We are working closely with Samsung to ensure those customers who already have purchased the device are taken care of. For those customers that previously purchased the Note 7 we will offer them a similar device until the issue is resolved. Customers should go to a nearby Sprint store to exchange their Note 7 device.

We will share more details when they are available.



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925 Comments

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#3
Hmm, they probably could have just exchanged batteries alone if they kept removable batteries in the design. GG, Samsung.
Reply Helpful Comment? 51 3
#4
Bought 3 from Costco (Tmo). 90 day return policy pays off!
Reply Helpful Comment? 2 6
#5
This is really bad press for Samsung especially with the new Apple iPhone releasing in couple weeks. Shame!
Reply Helpful Comment? 6 2
#6
isn't the S7 or S7 edge cheaper than the note 7? Why would anyone exchange it for those phone unless they are given some incentives.
Reply Helpful Comment? 4 4
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#7
Quote from LeviathanUltima View Post :
isn't the S7 or S7 edge cheaper than the note 7? Why would anyone exchange it for those phone unless they are given some incentives.
Everyone know this and they will probably give partial refund.
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#8
Quote from hmx View Post :
Hmm, they probably could have just exchanged batteries alone if they kept removable batteries in the design. GG, Samsung.

Without removable batteries, the firm factor can be thinner, because they don't need to worry about access. Not to mention with quick charge, there's not a huge need for replacement.
Reply Helpful Comment? 12 16
#9
Omg, what to do? Just traded in my s7 edge.
Reply Helpful Comment? 0 0

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#10
1:1 exchange. Customers eat shit either way.
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#11
Good news for the slick dealer as there will be heaps of refurbs hitting the market in a month or so Big Grin
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#12
Quote from YellowBello View Post :
This is really bad press for Samsung especially with the new Apple iPhone releasing in couple weeks. Shame!
That's the very point being stressed on many of the morning news shows.
Reply Helpful Comment? 1 0
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#13
Quote from hmx View Post :
Hmm, they probably could have just exchanged batteries alone if they kept removable batteries in the design. GG, Samsung.
Agree!!! Why I'm not buying a Note.

Quote from MysteriousKarma View Post :
Without removable batteries, the firm factor can be thinner, because they don't need to worry about access. Not to mention with quick charge, there's not a huge need for replacement.
Thinner? by how much? 0.1mm? Almost all mobile users put their phones in a case anyway.

Quick charge is probably what makes the battery more vulnerable to overheat.
Reply Helpful Comment? 7 13
Last edited by funkmasterta September 2, 2016 at 06:13 AM. Reason: Automerged Doublepost
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#14
Quote from craigg View Post :
Good news for the slick dealer as there will be heaps of refurbs hitting the market in a month or so Big Grin
I thought the same thing! Horray!
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#15
Quote from MysteriousKarma View Post :
Without removable batteries, the firm factor can be thinner, because they don't need to worry about access. Not to mention with quick charge, there's not a huge need for replacement.
don't forget the benefit of waterproofing
Reply Helpful Comment? 11 3
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