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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  • Csfalcao - Wednesday, October 12, 2016 - link

    If this issue was on an iPhone, it would the end of the world...
  • factual - Thursday, October 13, 2016 - link

    I never understand people who keep buying Samsung phones given it's ugly history in this market. I guess the cause could be attributed to blind fanboy-ism. I owned a Note 3 years ago and its performance degraded within a matter of months to abysmal levels. I then switched to iphone 5s which performed lag-free for years. My cousin had a similar degradation experience with Note 5.

    Samsung started off by selling cheap Iphone knock-offs and its existence made sense as a cheap alternative to Iphone but nowadays its phones are more expensive than iphones but they continue to suffer from terrible software (aka touchwiz) and bad IC hardware designs which results in sub-par performance and a device that quickly degrades into unbearably laggy garbage.

    Samsung's history in the smartphone market is filled with deceptive marketing tactics, cheating & consumer manipulation (cheating in benchmarks) and terrible designs that are now endangering lives!

    People should do themselves a favor and stay away from Samsung period. If you want a high-end phone get an iphone. If you want the freedom that android offers and the best bang for your buck get a oneplus 3 or Moto z.
  • Ro_Ja - Monday, October 17, 2016 - link

    These kinds of phones by Samsung itself even without a carrier already have shitload of bloatware and the UI is slow as shit that's why the phone won't even last for 5 years lol. I've had a Galaxy S4 and bought a Huawei Y6 Pro (which fits my needs), my best choice so far.

    The only good thing is that the President of Samsung gave a public apology for everyone that is using the Note 7. Apple's Tim Cook doesn't even give a shit about the problem of some iPhone 6S that had a touch problem.
  • prime2515103 - Friday, October 21, 2016 - link

    Other than the GPS glitch, I haven't had any real issues (including UI performance) with my two and a half year-old Note 3. I was going to upgrade to the Note 7 but I guess that's not going to happen.
  • JamesDean17 - Friday, October 21, 2016 - link

    Cook Time Note 7 sabotage story

    Watching close this event looks like there's always a second camera that records the so called explosions which sits in the sabotage part of this problem.
    Secondly looking at the camera footages looks like the people carry the phones with kitchen gloves which implies they just pulled the phones out of the kitchen oven. That's the way they sabotage the phones by putting them in the kitchen ovens and overheathing them till the battery burns. You can see in all the Note 7 pictures of the so called explosions that the screen is all turned yellow which proves the phones were cooked inside the kitchen oven since the screen is organic matter AMOLED once you cook it it changes color. Also if you look at the back of the phone in the pictures you clearly see that the LED and camera lens the plastic parts are also melted by being cooked in the oven. Sabotage all the way, can't believe those at Samsung got fooled so easily and now they loose billions by halting the production of this awesome phone.

    If you think about it it's not so hard to figure it out who cooked the Note 7.
    I guess the sabotage guys were like "it's Cook Time let's cook some Note 7" and they went cooking it for real.

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