Sunday , August 20 2017

Details of the US Note 7 exchange program have been released, may hint at what we will see in Australia

Samsung-Galaxy-Note7-Press

Since first spotting the signs of Samsung’s Galaxy Note 7 being pulled from sale, we’ve been keeping abreast of the developments for users both locally and internationally. This morning we set out to explain the current situation and put some perspective on what has thus far been a well-handled issue by Samsung.

While we wait for further updates from Samsung Australia on the specifics of the return/exchange program they will be offering we may just have some insight into what that will entail thanks to the details of the USA program being announced.

In a statement from Samsung USA ,the following details were revealed.

The U.S. Product Exchange Program will offer consumers the following choices:

1. Exchange current Galaxy Note7 device with a new Galaxy Note7 (available 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 Note 7 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.

You’ll notice that the option of a full refund is not addressed here, it seems that in the USA they will not currently be offered that option.

For people choosing to exchange their Note 7 for a new device, these exchanges may commence in the USA from next week. We wouldn’t expect Australian exchanges to start at the same time due to the global demand for replacement devices. With Samsung already reeling under the demand for Note 7’s producing enough devices to meet the global exchange requirements as well as new sales will be an interesting challenge to watch.

We hope Samsung does not recommence sale of the Note 7 in any market, until they have either replaced, exchanged or refunded all handsets currently in the market (or those they can find) or have sufficient stock to meet both the new sales and replacements demand worldwide. This is a global issue and customer in one country would not take kindly to having an ‘affected unit’ whilst those in other countries can buy one new in store.

For those who opt to exchange their device for a Galaxy S7 or S7 Edge Samsung will refund the purchase price difference as well as replace any note 7 specific accessories. It’s unclear if this includes 3rd party accessories, and if it does what they will be replaced with.

Samsung will also be gifting US Note 7 customers with $25 USD gift card or carrier bill credit as a gesture of appreciation for choosing a S7 or Note 7 device for replacement.

Overall it is still early in the process, however we can expect that the  Australian program will follow similar lines. We are staying in close contact with Samsung Australia and will work with them to bring you the latest in local developments as they arise.

Do you have a Note 7? Is it having any issues? Let us know below.

 
Source: Samsung USA.

Duncan Jaffrey   Journalist

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14 Comments on "Details of the US Note 7 exchange program have been released, may hint at what we will see in Australia"

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jack Jones
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jack Jones

Vodafone are saying that if Samsung receives your phone, it will test it and if it proves faulty you will get a new good N7 replacement. BUT if it is NOT faulty, it will be returned to you.
The issue that remains, that is, do they pull your phone apart to check if it is faulty and then refurbish it back together again ?? Hmm this stoty still doesn’t quite add up.

Miko
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Miko

Samsung has advised on there website for the Note 7 recall that all customers who wish to wait for a replacement will get a BRAND NEW Note 7. The faulty battery units are from a 3rd party manufacturer which Samsung used to manufacture there batteries for the Note 7. I give Samsung credit for acting fast with the issue. Every company outsources and unfortunately this is Samsung turn to better there quality control in the future.

Jack Jones
Valued Guest
Jack Jones
Hi Miko, On Samsungs Recall notice I had trouble finding the words you shout “BRAND NEW”. Can you copy paste? Interesting, Samsung don’t seem to have listed this issue through the normal Consumer Affairs recall notices… ?? As a Samsung user for years I do appreciate Samsung’s attempts to salvage what they can of this fatal issue. To say that doing the right thing is going above and beyond the call of duty mocks the concept of our expectation of “doing the right thing” as a matter of course. Doing the right thing as a matter of course, is in… Read more »
Jack Jones
Valued Guest
Jack Jones
After reading other posts about the recall replacement broken N7 for “new” N7 the word should be “re-newed” N7 ! Or is that refurbished ??? Or put more explicitly, your faulty N7 cracked open and given a new heart “battery” and then resealed ? waterproof tested ? and returned to you in a few weeks. Sammy can you please put out another official announcement giving explicit detail about the “new” N7 replacements and how you can fix the battery production fault and have good N7s in customers hands in 1 to 3 weeks from Sept 2nd ??? I note the… Read more »
Jack Jones
Valued Guest
Jack Jones
I do ‘t get it? People saying that Sammy will replace the N7 phone in a week or so. In the meantime swap it in for a substitute ! I think you may have to rely on that substitute for a long time. Think about it, what’s the difference between my crook N7 phone and a replacement N7 phone if i get it in a quick weeks time ? Won’t they both have the same battery fault ??? How can they “fix” the current in the pipeline stock ?? The new (with faulty battery issue found AND fixed) off the… Read more »
Peter Hill
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Peter Hill

I bought my N7 from Harvey Norman after smashing my Nexus 6 screen and rendering it useless and could not wait for the Nexus/Pixel units. N7 is pretty impressive and I have had no issues so far, I’ll be trying to keep an eye on the charging that’s for sure.

I spoke to one of the guys at a Samsung stall and he said there were no issues in Australia at the moment. He did mention that they are offering some sort of replacement phone that I have never heard of…no thanks!

hmm?
Valued Guest
hmm?

Curious to know, if there are any engineers reading ausdroid, since Samsung said it is a ‘battery cell issue’ would a Note 7 with a replaceable battery ameliorate the problem?

I mean, replacing a battery is at least cheaper & quicker than replacing a whole phone in this case.

Really
Valued Guest
Really

Samsung have been impressive here in my humble opinion. The reality is that they have done thing and offered options and responded in a timely fashion.

Me – I’m taking my screen protector off and case off and enjoying it 100% naked until replacements are available!!!

kyle anderson
Valued Guest
kyle anderson

I brought mine from Harvey Norman and received a call yesterday offering a J1 phone if I wanted to bring mine in and wait for replacement. I know its a basic entry level phone but they did say I could keep it after I received my replacement note 7… I just can’t bear to part with my new love!
I’m very impressed with Samsung and Harvey Norman getting on the front foot like this only a day after email is announced.

Newcastle Guardian
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Newcastle Guardian

I don’t know, given the current situation, that the demand for fresh new purchases will be that great at the moment, so most of the new inventory would be able to be used for replacements pretty well straight away

Shannon Plant
Valued Guest
Shannon Plant

I have the note 7 in black onyx and I have not had a single thing go wrong with it. It’s the most advanced and fantastic piece of phone technology I’ve ever had. Carrier is tested.

Duncan_J
Valued Guest
Duncan_J

I loved my review unit, still anxiously waiting for a replacement

Member

I’m not a particular fan of Samsung or their devices but I can’t deny they appear to be approaching this issue in a particularly responsible manner. I also appreciate the coverage I’ve read on this from you and Chris.

Duncan_J
Valued Guest
Duncan_J

Thanks Prepagan, we’re trying to cover it responsibly and accurately.

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