After announcing a major recall of every Galaxy Note 7 sold so far, Samsung has just launched an exchange program for any US customers who have purchased the device. Starting today, the company will take back any Note 7 that was sold and exchange it with a brand-new unit as soon as next week.
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The full details are below, but the biggest highlights are this. If you have a Note 7, get in touch with either your carrier or Samsung to start the process of exchanging your device for a new unit. If you opt to get another Galaxy Note 7, you’ll likely have to wait at least one week to get the replacement in hand while Samsung builds up a stock of devices that are not affected by these battery issues. On the other hand, if you want to exchange the phone for a Galaxy S7 or Galaxy S7 Edge, Samsung will allow that and even pay the difference. For example, if you trade a Galaxy Note 7 ($850~) for a Galaxy S7 ($680~), Samsung will give you $170. Regardless of what phone you exchange for, Samsung will also hand over a $25 credit (either gift card or carrier bill credit) to apologize for the inconvenience.
Samsung Electronics America, Inc. today announced the immediate availability of the U.S. Product Exchange Program for Galaxy Note7 owners. This program was launched in response to the recent announcement regarding isolated battery cell issues with the Galaxy Note7 device.
While there have been only a small number of reported incidents, Samsung is taking great care to provide customers with the support they need. Samsung has identified the affected inventory and stopped sales and shipments of those devices. For customers, who have Galaxy Note7 devices, Samsung will voluntarily replace their current device with a new one from today.
“Samsung is taking a proactive approach to address customer needs around the Note7,” said Tim Baxter, President, Samsung Electronics America. “We are encouraging customers to exchange their Note7 by taking advantage of our Product Exchange Program. The safety and satisfaction of our customers is Samsung’s top priority.”
The US Product Exchange Program will offer consumers the following choices:
1. Exchange current Galaxy Note7 device with a new Galaxy Note7 (as early as next week)
2. Exchange 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.
As a gesture of appreciation, consumers will receive a $25 gift card or bill credit from select carrier retail outlets when choosing a Galaxy S7 family device or the Galaxy Note 7 within the exchange program.
Galaxy Note7 owners can contact or visit the retail outlet where they purchased their device or call 1-800-SAMSUNG to initiate a product exchange and to resolve any other questions or concerns.
For now, it’s unclear if US carriers will be routing customers to this program to exchange their devices, or if this is only for unlocked devices. So far we’re seeing some mixed reports from users who have already attempted to get the process started, many stating that they’ve been pushed back and forth between Samsung and their carrier. It seems like Samsung and various carriers may be having a big of trouble getting the details worked out.