Galaxy Note7 Safety Recall
Updated – Sept. 20 2016
Samsung Galaxy Note7 Battery Safety Recall and Exchange Program
Samsung has announced a voluntary recall and exchange program on certain Galaxy Note7 devices in cooperation with the U.S. Consumer Product Safety Commission (CPSC). The affected devices were sold in the U.S. before September 15, 2016. Since the affected devices can overheat and pose a safety risk, if you own a Galaxy Note7, it is extremely important to stop using your device, power it down and immediately exchange it using our U.S. Note7 Exchange Program.
Through the U.S. Note7 Exchange Program, you can:
- Exchange your current Galaxy Note7 device with a new Galaxy Note7 as approved by the CPSC available no later than September 21, 2016; or
- Exchange your current Galaxy Note7 for a Galaxy S7 or Galaxy S7 edge and replacement of any Note7 specific accessories with a refund of the price difference between devices; or
- Contact your point of purchase to obtain a refund.
Customers who exchange a Note7 device will also receive a $25 gift card, in-store credit, in-store accessory credit or bill credit from select carrier retail outlets.
Note: The battery cell issue applies only to the Galaxy Note7 devices sold in the U.S. before September 15, 2016.
Eligibility
Please follow the steps below to determine if your Note7 must be replaced through this program. This program only applies to the Note7. You can also use Samsung+ which will automatically check your device.
How do I check my device?
- The IMEI or Serial number will be used to indicate if your device should be exchanged.
- Find your IMEI or Serial number by going to "Apps > Settings > About Phone or General Management > Status > IMEI information or Serial number" or check the back of your phone.
- Enter your IMEI (Serial # for devices without IMEI) number without any spaces below:
-
Enter the validation code shown below:
Refresh image -
Your Galaxy Note7 is an affected device and is subject to this recall. It is extremely important to stop using your device, power it down immediately and contact your carrier or retail outlet to exchange it.
Your device is not in the list of affected devices and is not subject to this recall. If you have any other questions please contact us at 1-844-365-6197.
Your Galaxy Note7 is NOT affected and does not need to be exchanged.
Your device is NOT a Note7. The battery cell issue applies only to the Galaxy Note7.
Please try again with IMEI number or contact: 1-844-365-6197
Exchange
| Carrier/Retailer | Website | Contact |
 |
http://www.att.com/esupport/ | 1-800-331-0500 |
 |
http://www.bestbuy.com/site/clp/ | 1-888-237-8289 |
 |
http://newsroom.sprint.com/news-releases/ | 1-888-211-4727 |
 |
https://explore.t-mobile.com/samsung-galaxy-note7-recall | 1-844-275-9309 |
 |
http://www.uscellular.com/about/ | 1-888-944-9400 |
 |
http://www.verizonwireless.com/smartphones/ | 1-800-922-0204 |
Frequently Asked Questions
-
1. Is it okay for me to continue using my Note7?
Your safety is our highest priority. Since affected Note7 batteries can overheat and pose a safety risk, if you own an affected Galaxy Note7, it is extremely important to stop using your device, power it down immediately and participate in the U.S. Note7 Exchange Program. To determine if your Note7 is affected, use the IMEI check above. Additionally, you can check the color of the battery indicator at the top right corner of your screen. If you are running the most up to date software, the battery indicator for new Note7 devices will be green while, affected Note7 devices will be gray/white.
Additionally, all affected Galaxy Note7 devices will show a warning screen at each reboot and whenever charging.
If you have an affected Galaxy Note7, it is extremely important to stop using your device, power it down and participate in the U.S. Note7 Exchange Program.
-
2. How do I know if am running the latest Note7 system software?
To determine if your phone has the most up to date software go to Settings > System updates > Check for system updates. Your device will then check for updates and inform you if there are any updates available. Timing and implementation will vary by carrier.
-
3. What is the problem with the Note7 phone?
We have identified an issue with certain Note7 battery cells. Your safety is our highest priority. Since affected Note7 batteries can overheat and pose a safety risk, if you own a Galaxy Note7, it is extremely important to stop using your device, power it down immediately and participate in the U.S. Note7 Exchange Program.
-
4. If I want to participate in the U.S. Note7 Exchange Program, what do I do?
To participate in the U.S. Note7 Product Exchange Program, you should contact your carrier or retail outlet. If you purchased your Note7 on Samsung.com, you should contact us directly at 1-844-365-6197.
-
5. Are there any other Samsung phones impacted?
No. This issue is only related to the Note7.
-
6. When can I buy a new Note7?
Our first priority will be to provide exchange program participants with a new Note7 as approved by the CPSC. New Note7s will be available at your carrier and retail outlets no later than September 21, 2016.