Samsung Galaxy Note 7 – Samsung’s Recall Process for UK and US Customers

Samsung Note 7 LED CASE

Samsung has already laid out plans on its recall process for UK and US customers as follows.

Samsung UK Customers

Statement from Samsung UK

“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. For more information customers need to contact the customer service team on 0330 7261000.

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.”

This information is for all UK Customers including phones purchased via Carphone Warehouse. Network operators like O2, Vodafone, Three and EE will also take back the phones. If you call the Samsung UK hotline number you will be offered two options. An exchange for the Note 7 for a new Note 7 with a colour of your choice, so you can swap colours from the one your purchased, or swap the Note 7 for a S7/S7 Edge and receive a credit for the difference. Token gestures of £25 or £50 for the hassle are being offered.

Statement from Samsung US

RIDGEFIELD PARK, N.J. – SEPTEMBER 2, 2016 – Samsung Electronics America, Inc. today announced the immediate availability of the U.S. Product Exchange Program for Galaxy Note7 owners. This program was launched in response to the recent announcement regarding isolated battery cell issues with the Galaxy Note7 device.

While 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. For customers, who have Galaxy Note7 devices, Samsung will voluntarily replace their current device with a new one from today.

“Samsung is taking a proactive approach to address customer needs around the Note7,” said Tim Baxter, president of Samsung Electronics America. “We are encouraging customers to exchange their Note7 by taking advantage of our Product Exchange Program. The safety and satisfaction of our customers is Samsung’s top priority.”

The U.S. Product Exchange Program will offer consumers the following choices:

1. Exchange current Galaxy Note7 device with a new Galaxy Note7 (available next week)
2. 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.

As a gesture of appreciation, consumers will receive a $25 gift card or bill credit from select carrier retail outlets when choosing a Galaxy S7 family device or the Galaxy Note 7 within the exchange program.

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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