Samsung Galaxy Note 7 recall: How to return or exchange your faulty phone – CNET

Samsung on Friday announced a global recall of its Galaxy Note 7 on account of defective batteries. According to the company, 35 separate incidents have resulted in a Note 7’s battery catching fire. Sales have stopped, and all devices already sold will be replaced by the company.

Samsung has issued instructions for those affected by the recall, but for those who don’t feel comfortable waiting until next week, US carriers are ready to help you out starting Friday.

Instructions for each carrier are below, and we will keep updating this post as more news becomes available.

Go through Samsung

As early as next week, Samsung will give Note 7 users the option to exchange a recalled model for a brand new (and fixed) unit. Alternatively, users can exchange the Note 7 for a Galaxy S7 or S7 Edge instead of a Note 7, complete with a refund the difference in price between the two devices. Samsung will also allow users to exchange Note 7-specific accessories, should they choose the latter option.

Samsung advises users to return the device to the retail outlet at which the device was originally purchased, or call 1-800-SAMSUNG to initiate the exchange directly with Samsung.

Customers will also receive a $25 gift card or bill credit for the inconvenience.

Verizon Wireless

Verizon customers can return the Note 7, with Verizon waiving the restocking fee through September 30.

“Because customer safety is our top priority, Verizon has stopped selling the Galaxy Note 7,” the carrier said in a statement.


Sprint’s CEO Marcelo Claure posted a statement on Twitter detailing Sprint’s plan of attack for the recall. For current Note 7 owners, you should visit your local Sprint store to return your Note 7. Sprint will give you a “similar device” to use until Samsung is able to fix the issue and sales of the Note 7 resumes.

You can read the complete statement here.


The company is “strongly encouraging” customers to exchange the Note 7 and any accessories purchased with it.:

Samsung has notified us that they have identified a battery cell issue in certain Galaxy Note7s. They have asked all retailers, including AT&T, to stop selling the device. Because safety is our top priority, customers are strongly encouraged to exchange the Samsung Note7 for a new device. Customers with a Note7 may select a new smartphone, and may also return any Note7 accessories.


T-Mobile will issue complete refunds for the Note 7, including any accessories purchased with the device. The company is also waiving any restocking or shipping fees during the exchange process. Visit your local T-Mobile store or call 1-800-937-8997 to initiate the process. T-Mobile expects to have replacement Note 7s “in the next two weeks,” according to a statement published on its website.

A portion of the statement is below:

Starting immediately, customers who are concerned about using the Note 7 can return the device to T-Mobile for a full, complete refund. They’ll get a full refund of anything paid for the device and any Note 7 accessories. We’ll waive any restocking charges and shipping fees, and customers can keep the free Netflix subscription they received with purchase during pre-order.

Best Buy

If you purchased a Note 7 from Best Buy, you can return the device to the store for a full refund. Best Buy’s official statement follows:

We have stopped selling the Samsung Note7. Customers can visit a Best Buy store to return or exchange their device, without a restocking fee. Customers will have the option to replace it with a new Note7 when they become available.

We have also reached out to Amazon inquiring about the process customers should follow if they’ve purchased a Note 7 online and will update this post when we hear back.

Editors’ note: This post has been updated since it was first published on the morning of September 2.


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