US carriers respond to the Galaxy Note 7 recall, here’s what you need to know

Just this morning Samsung officially issued a worldwide recall of every Galaxy Note 7 on the market. Why? Due to an issue with the battery, some users were having their devices explode (mainly while charging). Samsung noted 35 cases of this issue, and that was more than enough to issue a full recall. Owners of unlocked devices will be able to get a replacement device directly from Samsung, however with carriers, things get slightly more complicated.

Thankfully, each major US carrier including AT&T, T-Mobile, Verizon, and Sprint have issued statements regarding the issue.

T-Mobile

T-Mobile is being pretty generous with this recall. Rather than simply replacing the phone with a new unit, it will actually offer a full refund of the device and any accessories you purchased with it. Restocking and shipping fees will also be handled by the carrier. If you redeemed the free 1-year of Netflix with the device, you’ll also be able to keep that. To start the process, visit a local store or call 1-800-937-8997. New, non-explosive units should be in stock “in the next two weeks”. For now sales of the device have been halted.

We are working closely with Samsung as they are finalizing details of their exchange program for the Note7, and we want to make sure T-Mobile customers are taken care of as Samsung works to resolve this.

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 Note7 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.

Customers can visit their local T-Mobile store where they bought the device or call 611 or 1-800-937-8997 to do this, and they can then use their refund to choose a similar device or any device in T-Moble’s stores, including a new Note7 replacement which we expect to be available in the next two weeks.

Sprint

Sprint has also suspended sales of the Note 7. For any Sprint customers who currently have a Note 7, they will be able to visit any Sprint location and exchange the device for a “similar device” until the issue is resolved. More details should be available soon.

We are working closely with Samsung to ensure those customers who already have purchased the device are taken care of. For those customers that previously purchased the Note 7 we will offer them a similar device until the issue is resolved. Customers should go to a nearby Sprint store to exchange their Note 7 device.

Verizon

Like other carriers, Verizon has also stopped sales of the Note 7 until the issue has resolved and is offering free returns or exchanges of the Note 7 through the end of September.

On September 2, 2016, Samsung announced a voluntary recall of the Galaxy Note7 in response to an issue with the device’s battery. Because customer safety is our top priority, Verizon has stopped selling the Galaxy Note7. Additionally, through September 30, 2016, Verizon is waiving the restocking fee for any customers who purchased a Galaxy Note7 and wish to return or exchange it.

AT&T

Last but not least AT&T has announced that it will stop selling the Note 7, however, the carrier has yet to release information regarding the return/exchange process. More information on that should be coming today, and we will update the article when that information becomes available.

Samsung has notified us that they have identified a battery cell issue in certain Galaxy Note 7s. They have asked all retailers, including AT&T, to stop selling the device. We are in the process of determining the exchange process for our customers and how they can replace their current Note 7 as quickly as possible. We will have more information later today.