How to replace your Samsung Note 7 after explosion reports

After reports of exploding batteries, Samsung is recalling all of new Galaxy Note 7 smartphones. AT&T, Verizon, T-Mobile and Sprint have all announced replacement programs. KING 5 technology reporter Brian M. Westbrook has details.

Samsung suspended sales of its Galaxy Note 7 smartphone after reports the device battery may explode while charging.

The company announced a replacement program for owners of the phone, released late last month in the U.S. and South Korea.

"To date (as of September 1) there have been 35 cases that have been reported globally and we are currently conducting a thorough inspection with our suppliers to identify possible affected batteries in the market," the company said in a statement sent to USA TODAY Friday.

"The safety and satisfaction of our customers is Samsung's top priority," Samsung Electronics President Tim Baxter said in a follow-up release.

Customers who own the Galaxy Note 7 have two options:

Swap the Galaxy Note 7 for the company's Galaxy S7 or S7 Edge (including any "Note 7 specific accessories") as well as a refund for the difference in purchase price, if any

Obtain a replacement Galaxy Note 7 when they are made available next week

"As a gesture of appreciation, customers will receive a $25 gift card, in-store credit or bill credit from their carrier when choosing a Galaxy S7 family device or the Galaxy Note7 within the exchange program," the company added.

For more information, or to initiate a replacement, Samsung is asking customers to contact or visit the place of purchase or call 1-800-SAMSUNG. (A support website previously provided was recalled by the company.)

AT&T has promised to share more information about refunds or replacements when available:

"Customers with a Note7 may select a new smartphone, and may also return any Note7 accessories,” An AT&T spokesperson told KING 5.

T-Mobile is inviting their customers to return the Note 7 to T-Mobile for a "full, complete refund." The carrier said, "We'll waive any restocking charges and shipping fees, and customers can keep the free Netflix subscription they received with purchase during pre-order.” Customers are also allowed to swap their Galaxy Note 7 for any device T-Mobile offers.

Verizon Wireless has also suspended sales of the phone on their website. "Through September 30, 2016, we are waiving the restocking fee for any customers who purchased a Galaxy Note7 and wish to return or exchange it," according to a notice on the product information page.

Follow KING 5 Technology Reporter Brian M. Westbrook on Twitter: @BrianWestbrook.

Copyright 2016 KING


To find out more about Facebook commenting please read the
Conversation Guidelines and FAQs

Leave a Comment