Update 10/13: After earlier asking customers to stop using the Note7, today the company has expanded the matter to a full recall in the United States. All Note7s, originals and replacements, are now being recalled by the company. As most users are expected to want to swap to another phone, the actual processing of the recall is being handled by both Samsung (for direct sales customers), and retailers/carriers for remaining customers.

Meanwhile, along with the refunds/partial rebates being offered by retailers to either cover the cost of the phone or the price difference between it and its replacement, Samsung has also announced that they are expanding their US bill credit program. In short, customers who stay with Samsung will receive a $100 bill credit, while customers who replace their Note7 with another manufacturer's phone or opt for a full refund will receive a $25 bill credit.

U.S. Note7 Refund and Exchange Program

Under the terms of the U.S. Note7 Refund and Exchange Program, you have the following choices and can take these next steps beginning October 13, 2016 at 3pm ET:

  1. Exchange your current Galaxy Note7 for any Samsung smartphone and replacement of any Galaxy Note7 specific accessories with a refund of the price difference between devices
  2. Obtain a refund at your point of purchase

In addition, you may be eligible for additional incentives described below:

What if I want to exchange my Galaxy Note7 for another Samsung smartphone?

As a sign of our appreciation for your patience and loyalty, we are offering up to a $100 bill credit from select carrier or retail outlets if you exchange your Galaxy Note7 for another Samsung smartphone, less any incentive credits already received.

What if I already exchanged my Galaxy Note7 for another Samsung smartphone?

If you already exchanged your Galaxy Note7 device for another Samsung smartphone, you will receive up to a $75 bill credit from select carrier or retail outlets in addition to the $25 you previously received.

What if I want a refund for my Galaxy Note7?

If you choose to obtain a refund, you will receive up to a $25 bill credit from select carrier or retail outlets as a token of our appreciation and acknowledgement of your inconvenience, less any incentive credits already received.

What if I want to exchange my Galaxy Note7 for another brand of smartphone?

If you choose to exchange your Galaxy Note7 for another brand of smartphone, you will receive up to a $25 bill credit from select carrier or retail outlets as a token of our appreciation and acknowledgement of your inconvenience, less any incentive credits already received.

 


Update 10/12: Seemingly set to put an end to this saga, the Wall Street Journal is reporting that Samsung has informed South Korean regulators that it intends to permanently cease production of the phone. Given the issues Samsung has experienced, it goes without saying that this is not surprising, and this will mean that the Note7 will not get a third shot in the market.


Samsung made it official today that it is suspending all sales and exchanges of its beleaguered Galaxy Note7 smartphone, and it is also asking all partners to do the same.

After reports of several phones catching on fire after it initially went on sale, Samsung initiated a global recall while it investigated the source of the problem, which traced the issue to defective batteries from a specific supplier (Samsung sources batteries from more than one supplier). With the problem seemingly solved, Samsung initiated an exchange program where customers could trade in their defective Note7s for new, supposedly safe, ones or a new Galaxy S7 or S7 edge instead.

Unfortunately, it did not take long for fresh reports of battery fires to surface. Several of the replacement Note7s have caught fire too, including one that forced a Southwest Airlines flight in Louisville, Kentucky to be evacuated on October 5th. Another replacement Note7 caught fire in a Farmington, Minnesota girl’s hand on October 7th.

Here's Samsung's official statement:

We are working with the US Consumer Product Safety Commission (CPSC) to investigate the recently reported cases involving the Galaxy Note7. Because consumers’ safety remains our top priority, Samsung will ask all carrier and retail partners globally to stop sales and exchanges of the Galaxy Note7 while the investigation is taking place.
 
We remain committed to working diligently with the CPSC, carriers and our retail partners to take all necessary steps to resolve the situation. Consumers with an original Galaxy Note7 or replacement Galaxy Note7 should power down and take advantage of the remedies available, including a refund at their place of purchase. For more information, consumers should visit samsung.com/us/note7recall or contact 1-844-365-6197.

These new incidents suggest that the Note7’s issue is not limited to a single battery supplier like Samsung first thought. The Note7 is clearly a safety risk at this point, and we recommend that anyone that currently owns a Note7 heed Samsung’s advice and immediately power down the device and store it in a fire-safe location until it can be returned or exchanged.

Source: Samsung

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  • hansmuff - Monday, October 10, 2016 - link

    Surely you realize the S6 and S7 Edge had a curved screen, right? What's your point, even? Users LOVE the curved screen, myself included. It's sexy, it looks good, it's fun to use. You want a large battery? S7 Edge it is, SD and all. Reply
  • AbRASiON - Monday, October 10, 2016 - link

    No there was S6 and S7 curved EDITIONS, there was also flat editions for those who prefer flat.
    Many users like curved, good for them - I think it's an appalling design decision and I will not use a curved phone ever, I do not like it at all.

    Note 7 was curved only, no thanks.
    Reply
  • negusp - Monday, October 10, 2016 - link

    It was a great decision and a unique design feature. The pen is ridiculously useful (get it? "Note") and is stored in the phone for convenience. I have no idea why you hate curved phones. The majority of users don't, so GTFO. Reply
  • AbRASiON - Monday, October 10, 2016 - link

    I agree they should continue with the pen for Note fans, that's the point, It's frustrating that they don't offer a large phone without the pen though, for me it's useless, much like awful edge displays. Easier to break, can't use glass plate screen protectors, accidental palm touch - just pure garbage design. Reply
  • damianrobertjones - Tuesday, October 11, 2016 - link

    The majority of users don't actually care that the phone is curved. It's just another marketing gimmick. Reply
  • CaedenV - Tuesday, October 11, 2016 - link

    what do you mean they don't? Everyone I know who has a curved Sammy has said they love their phone, but they would prefer a flat screen next time. The company I work for changed carriers and we opted for the Note 5 instead of the 7 specifically because of the screen (what a bullet dodged there!).
    If anything I would say most people don't care about the curve, and of the 20% or so who have an opinion, most would rather not.
    Reply
  • KoolAidMan1 - Tuesday, October 11, 2016 - link

    Curved screens are a gimmick, just like air scrolling and eye tracking and all the other BS Samsung does Reply
  • Lolimaster - Tuesday, October 11, 2016 - link

    Did you actually watch videos on the screen? How about those annoying white glowing lines on the edges, same with browsing.

    Its like you have 2 long white leds on each edge.
    Reply
  • gipper51 - Monday, October 10, 2016 - link

    This sucks. I bought the note because of the stylus, and I love it. I use it daily at work for sketches and note taking. Amazing how handy an 'always with you' notepad really is. For me there isn't a direct competitor to turn to. I'm up sh!t creek I guess. Reply
  • melgross - Monday, October 10, 2016 - link

    Any phone can be used with a stylus. It's slightly more convenient with the note. Reply

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