Samsung’s Galaxy Note 7 Recall – What to Do If You’re Affected

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Unless you’ve been living under a rock, you’ve probably heard about the pickle Samsung is in right now with the Galaxy Note 7. Samsung has issued a global recall of their popular new Galaxy Note 7 due to an issue where the possibly of an exploding battery exists. Samsung is now officially working with the United States Consumer Product Safety Commission (CPSC) on a voluntary corrective action plan to expedite a US recall of the product.

“Samsung continues to ensure that consumer safety remains our top priority. We are asking users to power down their Galaxy Note7s and exchange them now.” says Tim Baxter, president of Samsung Electronics America. “New Note7 replacement devices will be issued to exchange program participants upon completion of the CPSC process. In the interim, consumers can return their Note7 for another device.”

Although there have been only a small number of reported incidents, Samsung is taking great care to provide customers with the support they need. Samsung has identified the affected inventory and stopped sales and shipments of those devices. Customers who have Galaxy Note7 devices can replace their current device with a new device under the terms of the US Note7 Exchange Program.

The US Note7 Exchange Program offers consumers the following choices:

  1. Exchange current Galaxy Note7 device with a new Galaxy Note7 (pending CPSC approval).
  1. Exchange current Galaxy Note7 for a Galaxy S7 or Galaxy S7 edge and replacement of any Note7 specific accessories with a refund of the price difference between devices.

Select carrier and retail outlets will also provide customers, who prefer a replacement Note7, with a Samsung loaner phone to use until new Note7s are available.

Additionally, participants in the US exchange program will receive a $25 gift card or bill credit from select carrier or retail outlets.

“Our collaboration with the CPSC, carrier partners, and via our own communication channels is aimed at ensuring all Note7 users are aware of the issue and understand their options,” adds Baxter.

Galaxy Note7 owners can contact or visit the retail outlet where they purchased their device or call 1-800-SAMSUNG to initiate a product exchange and to resolve any other questions or concerns.

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