Samsung recently stopped production of its Galaxy Note7 smartphones and is encouraging users to power them down and turn them in. Here's how to return or exchange a Samsung Galaxy Note7.
- Back up your data to your preferred location before returning your device.
- If desired, after backing up your data, perform a factory reset on the device to clear it of any personal data.
- Determine if you want a refund or exchange.
- Determine where you purchased your device (through Samsung directly, through a carrier, or through a retailer like Best Buy).
- If you purchased the phone through Samsung, follow the formal Customer Guidance process or call 1-844-365-6197 for additional help.
- If you purchased the phone through a carrier or retailer, bring the phone to one of their physical locations or complete their online process for returns and exchanges (details below).
- Select a new device and sync your data.
When contacted for more details on the process, Samsung responded by sending a link to the same Customer Guidance page listed above. According to Samsung, to fully process your return you will need to provide some personal information such as your name, address, and contact number. You will likely also need to find the original IMEI number of your Note7 device and a purchase invoice or receipt.
The IMEI number can be located on original box for your device, or it can be found by logging into your MySamsung account and selecting the "device" option. Samsung has listed additional instructions here.
While Samsung will have its own process for a return or exchange, each carrier and retailer are likely going to have their own methods and standards. The question then becomes whether you'll pursue a full refund, or exchange your device for a different make and model. After reaching out to Samsung directly and multiple vendors, I was only able to confirm that Best Buy and Verizon will offer a full refund for Galaxy Note7 devices. However, according to the US Consumer Product Safety Commission guarantees a full refund for the device. Other countries, like the UK with the Consumer Rights Act of 2015, have similar guarantees.
To enact a return or exchange through a carrier or retailer, you will need to contact them directly. On its Consumer Guidance webpage for Galaxy Note7 users, Samsung listed the following websites for its carrier and retail partners:
- AT&T: http://www.att.com/esupport/
- Best Buy: http://www.bestbuy.com/site/clp/
- Sprint: http://newsroom.sprint.com/news-releases/
- T-Mobile: https://explore.t-mobile.com/samsung-galaxy-note7-recall
- U.S. Cellular: http://www.uscellular.com/about/
- Verizon: http://www.verizonwireless.com/smartphones/
While the Samsung Galaxy Note7 initially launched to good reviews, it didn't make it a full eight weeks before the company shuttered the device. In the days before the decision, a rash of unfortunate events happened to Galaxy Note7 users, including a device catching fire on a plane and another sending a user to the hospital due to smoke inhalation.
The conundrum is definitely a stain on Samsung's history, but the company will likely survive the ordeal. However, they'll need to come back with another strong flagship offering if they want to maintain a strong market presence among their Android competitors.
- Is Google's Pixel phone a bigger threat to Samsung than exploding batteries? (TechRepublic)
- Samsung's Galaxy Note 7 fallout: From availability to dead in less than 8 weeks (ZDNet)
- US government officially recalls Samsung Galaxy Note7 over battery concerns (TechRepublic)
- Samsung ends Galaxy Note 7 production and sales, for good (ZDNet)
- Samsung Galaxy Note7: The smart person's guide (TechRepublic)
Conner Forrest has nothing to disclose. He doesn't hold investments in the technology companies he covers.
Conner Forrest is a Senior Editor for TechRepublic. He covers enterprise technology and is interested in the convergence of tech and culture.