Samsung Galaxy Note 7 recall: How to exchange or return your phone

Samsung has recalled and halted sales of the just-launched Galaxy Note 7 due to concerns over reported battery explosions.

Here’s what you need to know about the recall, including how to determine if your phone is faulty, with details on how to exchange or return your unit as soon as possible. We will update this piece with more information over time.

Why did Samsung recall the Note 7?

Samsung has confirmed that it is in the process of recalling all 2.5 million Samsung Galaxy Note 7 devices it has sold. It also stopped sales after it found potential issues with the smartphone’s battery. Keep in mind earlier reports had claimed that phones were catching fire and exploding, and low-quality battery cells tend to overheat or fail when used heavily. Recalling the new phone, which was already on sale in the US and supposed to go on sale in the UK fully on 2 September, is likely to cost Samsung dearly.

You can read more about the recall from here.

Do you have a faulty Note 7?

Samsung is replacing all existing Galaxy Note 7 units free of charge, so there’s no reason to determine if your actual device is affected. Besides, PhoneArena said the only way to see if your Note 7 is faulty is to crack open the device and peek at the battery’s label. It’s not 100 per cent though and basically not worth your time. Samsung also hasn’t detailed how to determine faulty units.

Should you ignore the Note 7 recall?

Although Samsung is recalling every phone it has sold, not every phone is at risk. According to Samsung’s announcement of the recall, there have been 35 cases reported. Still, from a safety perspective, you should not take a chance. Plus, Samsung has already released instructions on how to return or exchange your potentially faulty phone; you have a couple options available, and you’ll get a little something for your trouble.

How do you exchange/return your Note 7?

You have two immediate options: you can return the Note 7 to the carrier or retailer at which the device was originally purchased, or you can contact Samsung directly to initiate a mail exchange by calling 1-800-SAMSUNG (in the US) or 0330 7261000 (in the UK).

Further instructions for each method are below.

Samsung

Samsung is giving Note 7 owners the option to exchange their recalled model for a new unit that won’t have any battery issues. Customers will receive a $25 gift card or bill credit for their inconvenience. If you want a different device, you can exchange the Note 7 for a Galaxy S7 or S7 Edge, complete with a refund for the difference in price. If you choose that option, you can also exchange your accessories.

US carriers and retailers

• Best Buy: You can return the device to a Best Buy store for a full refund. You will also have the option to replace it with a new Note 7 (when the fixed units become available).
• Verizon: Verizon is waiving the restocking fee for any customers who purchased a Galaxy Note 7 and want to return or exchange it.
• AT&T: AT&T will let you return your Note 7 to the store for another smartphone. It will also refund any accessories purchased directly from it.
• T-Mobile: You can return your Note 7 to a T-Mobile store for a full refund of the purchase price and any accessories you may have bought. You’ll have the option to buy another phone or receive a new Note 7 (when the fixed units become available). T-Mobile is waiving its restocking fee, too.
• Sprint: Sprint CEO Marcelo Claure posted a statement on Twitter detailing Sprint’s plan. You should visit your local Sprint store to return your Note 7. The carrier will give you a “similar device” to use until Samsung resumes sales of the Note 7.

UK carriers and retailersSamsung stopped sales before the Note 7 actually released in the UK, but British networks had promotional deals that allowed pre-order customers to get their devices early. For more information, Samsung is asking UK customers to call its customer service line at 0330 7261000. It’ll start exchanging faulty Note 7 units from September 19 in the UK and Ireland.

Samsung also has this dedicated page about its Note 7 exchange programme.