How do I know if my Note 7 has been recalled?
When it comes to product recalls, there's usually a process for finding out just which units have been recalled. In the case of the Galaxy Note 7 recall, Samsung has announced that every phone sold has been recalled, removing any questions you may have had as to whether or not your phone is headed back to the manufacturer. The full statement, from Samsung:
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 are working with our carrier partners to announce the details of the U.S. product exchange program as soon as today. 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.
Details are currently emerging about just how you'll go through the process of sending your phone back to Samsung and receiving a replacement, but right now you can at least know that if you bought a Note 7 it will be recalled. The only grey area here, it seems, may be Note 7s sold in China. Reports claim that due to a different battery supplier for phones that were sold in the country, those phones may not be recalled.
Various carriers and retailers have started to announce details for how exactly you'll return your phone, but the process is basically the same: bring it back where you bought it from, and they'll refund you or offer a replacement. Here's the current slate of offers:
- T-Mobile is letting customers return their Note 7 in any store for a full refund of the purchase price and any accessories you may have bought. You'll then be given the choice of buying another phone or receiving a new Note 7 when they are put on sale again, if you wish.
- Sprint says that customers can return their Note 7 to any of its stores, and will be given a "comparable device" to use in the meantime.
- Verizon says it has stopped selling the Galaxy Note 7 and "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." Thanks, Verizon.
- AT&T says that it is working with Samsung to facilitate exchanges of the Note 7, and is allowing customers to return their devices to the store for another smartphone. They will also refund any accessories purchased directly from them.
- U.S. Cellular has not yet announced its plans for handling the recall, but we assume will offer similar services to the others.
TELUS has said it will voluntarily recall its customers' Galaxy Note 7: "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."
Rogers says that it is going to stop selling the Note 7 immediately and will allow customers to exchange or replace their devices, or get a loaner. "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."
Bell says that it too has suspended sales of the Note 7 and is working with Samsung to help customers exchange devices quickly. "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."
- In the UK, Samsung halted sales before the Note 7's street date of September 2. Some British networks were running promotional deals where pre-order customers could get devices early, and so some are already in the wild and will need to be replaced. For more information, Samsung directs UK customers to its customer service line at 0330 7261000.