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

Comments Locked


View All Comments

  • dakishimesan - Tuesday, October 11, 2016 - link

    I hear ya, but the problem is you aren't the only one at risk. If you were to keep it, you would be putting others at risk any time you use public transportation, public venues, hotel rooms, etc. Even if you were willing to accept the personal risk, best to get rid of it to make sure it doesn't endanger anyone else.
  • vladx - Tuesday, October 11, 2016 - link

    Don't be selfish and return it for everyone's sake.
  • mkozakewich - Tuesday, October 11, 2016 - link

    All lithium ion batteries are at risk of exploding, so always keep that in mind. Frankly, we should be wearing pants with flame-retardant pockets.

  • zlandar - Friday, October 14, 2016 - link


    There is a chance that the phone blows up in your pocket and takes your nuts along with it. Li batteries burn extremely hot and fast.

    Yeah what a hassle.
  • digiguy - Tuesday, October 11, 2016 - link

    If Samsung goes all curved with the S8 the S7 will be my last Samsung smartphone (owned S+, S3, Note 2 and S4)
  • jk1 - Tuesday, October 11, 2016 - link

    i'm using a note 4 and am totally turned off by curved screens. when they have a truly foldable phone, which folds out to double screen size, i'll be interested since i use a big screen phone as a tablet-substitute among other uses. but any bending less than that- e.g. curved edges - is just a nuisance, a bug not a feature.
  • edupeiro - Tuesday, October 11, 2016 - link

    What would have been about this problem if they still made batteries removable by the user?
    I feel like this would have been a much easier problem to fix...
    Lithium batteries proved delicate with the massive recall in laptops between 2006 and 2007 for fire hazards, which was "easy" since all laptops had user replaceable batteries. Fast forward and the same kind of trouble in only ONE device model may be too hard for Samsung. Long life to the Galaxy Note 4!!! microSD is back, we are now missing the removable battery, could you please come back?
  • jk1 - Tuesday, October 11, 2016 - link

    i think the real problem is waterproofing, which would require a rubber gasket and make the phone thicker and clunkier. i use a note 4 and love the removable battery. i'm willing to live with the fact the phone will not survive being dunked.
  • halcyon - Tuesday, October 11, 2016 - link

    Agreed. And it's a matter of priority:
    SAFETY + VERSATILITY (replaceable battery) vs. WATERPROOFING (with no replaceable battery)
    Which - after all this that has happened - is really more important?
    I hope Samsung and others have learned a lesson, although I seriously doubt so :-D
  • we_are_theBorg - Wednesday, October 12, 2016 - link

    Wow.... Page 7 in the comments before anyone even mentions a removable battery? It's astonishing to me how well tech companies have been able to brain wash consumers in to not even thinking about the consequences of non-replaceable batteries in consumer electronics. You do realize that not only could a replaceable battery have made this a drastically less problematic issue for Samsung, but that sealing batteries in phones gives them basically a built-in death-clock? Manufacturers *LOVE* this because it means that after a few years and a few hundred charge cycles you'll have to replace your phone whether you actually need additional functionality or not... They don't care that it makes the devices much, *MUCH* more difficult and dangerous to recycle... That it can make doing a hard reset a day-long activity... that older models can no longer be re-used in poor and third world places with a simple battery replacement... Nooooo. They care about the bottom line, pushing the costs of their greed on to the consumers and the environment. They justify it with flimsy marketing claims about thinness and waterproofing... WTF cares? Make it a little thicker and add a gasket, or use more creative design. It's all artful misdirection to blind consumers. I have a third-party 10000 mAh battery on my Note 3... Lasts 4 days of heavy use. Doubles the thickness... Couldn't care less. Ask yourself: Why are removable batteries not even an *option* any more?

    I wish the Fairphone was available in the US. Can anyone think of a single current generation flagship phone, available in the US that includes a user replaceable battery? Anyone???

Log in

Don't have an account? Sign up now