Update 10/13: After earlier asking customers to stop using the Note7, today the company has expanded the matter to a full recall in the United States. All Note7s, originals and replacements, are now being recalled by the company. As most users are expected to want to swap to another phone, the actual processing of the recall is being handled by both Samsung (for direct sales customers), and retailers/carriers for remaining customers.

Meanwhile, along with the refunds/partial rebates being offered by retailers to either cover the cost of the phone or the price difference between it and its replacement, Samsung has also announced that they are expanding their US bill credit program. In short, customers who stay with Samsung will receive a $100 bill credit, while customers who replace their Note7 with another manufacturer's phone or opt for a full refund will receive a $25 bill credit.

U.S. Note7 Refund and Exchange Program

Under the terms of the U.S. Note7 Refund and Exchange Program, you have the following choices and can take these next steps beginning October 13, 2016 at 3pm ET:

  1. Exchange your current Galaxy Note7 for any Samsung smartphone and replacement of any Galaxy Note7 specific accessories with a refund of the price difference between devices
  2. Obtain a refund at your point of purchase

In addition, you may be eligible for additional incentives described below:

What if I want to exchange my Galaxy Note7 for another Samsung smartphone?

As a sign of our appreciation for your patience and loyalty, we are offering up to a $100 bill credit from select carrier or retail outlets if you exchange your Galaxy Note7 for another Samsung smartphone, less any incentive credits already received.

What if I already exchanged my Galaxy Note7 for another Samsung smartphone?

If you already exchanged your Galaxy Note7 device for another Samsung smartphone, you will receive up to a $75 bill credit from select carrier or retail outlets in addition to the $25 you previously received.

What if I want a refund for my Galaxy Note7?

If you choose to obtain a refund, you will receive up to a $25 bill credit from select carrier or retail outlets as a token of our appreciation and acknowledgement of your inconvenience, less any incentive credits already received.

What if I want to exchange my Galaxy Note7 for another brand of smartphone?

If you choose to exchange your Galaxy Note7 for another brand of smartphone, you will receive up to a $25 bill credit from select carrier or retail outlets as a token of our appreciation and acknowledgement of your inconvenience, less any incentive credits already received.


Update 10/12: Seemingly set to put an end to this saga, the Wall Street Journal is reporting that Samsung has informed South Korean regulators that it intends to permanently cease production of the phone. Given the issues Samsung has experienced, it goes without saying that this is not surprising, and this will mean that the Note7 will not get a third shot in the market.

Samsung made it official today that it is suspending all sales and exchanges of its beleaguered Galaxy Note7 smartphone, and it is also asking all partners to do the same.

After reports of several phones catching on fire after it initially went on sale, Samsung initiated a global recall while it investigated the source of the problem, which traced the issue to defective batteries from a specific supplier (Samsung sources batteries from more than one supplier). With the problem seemingly solved, Samsung initiated an exchange program where customers could trade in their defective Note7s for new, supposedly safe, ones or a new Galaxy S7 or S7 edge instead.

Unfortunately, it did not take long for fresh reports of battery fires to surface. Several of the replacement Note7s have caught fire too, including one that forced a Southwest Airlines flight in Louisville, Kentucky to be evacuated on October 5th. Another replacement Note7 caught fire in a Farmington, Minnesota girl’s hand on October 7th.

Here's Samsung's official statement:

We are working with the US Consumer Product Safety Commission (CPSC) to investigate the recently reported cases involving the Galaxy Note7. Because consumers’ safety remains our top priority, Samsung will ask all carrier and retail partners globally to stop sales and exchanges of the Galaxy Note7 while the investigation is taking place.
We remain committed to working diligently with the CPSC, carriers and our retail partners to take all necessary steps to resolve the situation. Consumers with an original Galaxy Note7 or replacement Galaxy Note7 should power down and take advantage of the remedies available, including a refund at their place of purchase. For more information, consumers should visit samsung.com/us/note7recall or contact 1-844-365-6197.

These new incidents suggest that the Note7’s issue is not limited to a single battery supplier like Samsung first thought. The Note7 is clearly a safety risk at this point, and we recommend that anyone that currently owns a Note7 heed Samsung’s advice and immediately power down the device and store it in a fire-safe location until it can be returned or exchanged.

Source: Samsung

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  • Flunk - Monday, October 10, 2016 - link

    I know most people's first response to things like this is "mine hasn't exploded yet, maybe it's ok". But you have one of these you need to return it for refund immediately. Enough of these things have exploded that it's not worth the risk, there are plenty of other phones you could buy.
  • osxandwindows - Monday, October 10, 2016 - link

    They won't, unless samsung kills the phone.
  • WinterCharm - Tuesday, October 11, 2016 - link

    Well, if they're that dumb... they kinda deserve it.

    Samsung has officially recalled and discontinued the entire product. If you're not going to send it back now, then any resulting injury or loss of property is 100% your fault.
  • JeffFlanagan - Thursday, October 13, 2016 - link

    The people who say they're keeping theirs keep claiming to be smarter than everyone else. and say they understand risk, while confusing a short-term failure rate for a long-term one. No one knows how risky it would be to use one of these phones for a year or two, and no phone is worth time in a burn ward.

    The Note 7 was going to be my next phone. Now I'm going to wait to see how Google Daydream works out.

    I feel bad for the people who have now spent the time to configure two phones that they have had to surrender.
  • TrucchiOfficial - Monday, October 17, 2016 - link

    They have already killed it made a huge loss also no money and gems for samsung https://www.eurotrucchi.com
  • AbRASiON - Monday, October 10, 2016 - link

    Super selfish reply:
    Samsung, you INSISTED on forcing a curved screen on users who didn't want it. While it has nothing to do with the fault, I guess I should be happy you did. I skipped the Note 7 as I detest curved displays and the issues they bring and I've dodged a bullet.

    As for the issues, the fact replacements are blowing up? That's it - it's done for now. Seriously, the Note 7 is a writeoff, it could've been salvagable had they fixed it right the first time but no chance now.

    Can we PLEASE have an S8+ / S8 Plus edition which is 5.7 -> 5.9" and does NOT come with a pen, but does keep the MicroSD you decided to bring back?
    I love the notes for the display but man, I never ever use that pen, it'd be nice to use that extra space for battery room.
  • BoyBawang - Monday, October 10, 2016 - link

    I agree about the Curved screen and the pen. A cheap jellycase can protect around a phone with flat screen during accidental fall but not a curved screen. Secondly, removing that useless pen could have provided room for 4000mAh battery.
  • smorebuds - Wednesday, October 12, 2016 - link

    They have a Note without a pen -- it's called the S7 Edge. The Note is for people that want the pen.
  • Lolimaster - Tuesday, October 11, 2016 - link

    I like the pen, I prefer to keep the screen free of fingerprints.
  • AbRASiON - Tuesday, October 11, 2016 - link

    Hey I have no problem with people having the pen, more power to you, I just want a big phone without it. Frustrating to have it forced on me.

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