Samsung Galaxy Note 7 Recall

Update: 16th December 2016

Samsung Galaxy Note 7 Recall - Network Restrictions.

On the 1st Dec 2016 we advised any customers still using a Samsung Galaxy Note 7 that in conjunction with Samsung we would work to restrict mobile network access (emergency calls excepted) by the 15th Dec 2016.

On the 15th Dec, AMTA took the final step in conjunction with Samsung to make this a reality. 

As of approx. 6am 15th Dec – All Samsung Note 7 devices in Australia will no longer be able to make connection to a Mobile Network. Customers still have until the 22nd Dec to return their device and receive the $250 Credit offered by Samsung, alternatively they can arrange a refund or device swap by visiting the nearest Vodafone store or calling customer care.

While Vodafone has worked as closely as possible with Samsung throughout this recall process, in the end AMTA have taken the action to block the Note 7 devices from all Australian carrier networks.

The safety of our customers was and remains our highest priority, and we encourage effected customers to visit their closest Vodafone store asap.
 

Samsung Statement.

Galaxy Note7 Australian network discontinuation

From December 15, Samsung Electronics Australia, in collaboration with local telecommunications regulators and operator partners, has discontinued Australian network services for Galaxy Note7 devices in Australia.

To apologise for this inconvenience, customers who exchange their Note7 for either the Samsung Galaxy S7 or Galaxy S7 edge, will (in addition to receiving (for outright purchases) a refund for the difference between the two resale prices) receive a specific partner offer to the value of $250. This offer will end on December 22, 2016.

https://www.samsung.com/au/galaxynote7-notice/

 

Update: 1st December 2016

Samsung Electronics Australia is working with local telecommunications operators to discontinue Australian network services for Galaxy Note7 devices that are still being used in Australia.

The network discontinuation will commence from December 15 and is part of Samsung’s ongoing safety measures to recover all affected Galaxy Note7 devices.

Galaxy Note7 customers in Australia have responded well to the recent recall, with only a small number of affected devices still in customers’ hands.

Customers will be notified of this change on December 1, with on-going communication and updates about the Australian network discontinuation provided to customers over the next three weeks, to ensure adequate notice is provided.

Samsung Australia urges any customer still using their Galaxy Note7 to power down and return their device to the place of purchase for a refund or replacement immediately. Alternatively, customers can call Samsung Customer Service on 1300 362 603 or visit https://www.samsung.com/au/galaxynote7-notice/.

To apologise for this inconvenience and to thank our loyal customers, customers who exchange their Note7 for either the Samsung Galaxy S7 or Galaxy S7 edge, will (in addition to receiving (for outright purchases) a refund for the difference between the two resale prices) receive a specific partner offer to the value of $250. This offer will end on December 22. Visit https://www.samsung.com/au/galaxynote7-notice/for details.

Frequently asked questions

What does network discontinuation mean?

As part of our commitment to safety, Samsung Electronics Australia, is working with local telecommunications operators, to discontinue Australian network services for Galaxy Note7 devices that are still being used in Australia. The network discontinuation will commence from December 15.

When will Note7 devices be discontinued from the network?

Samsung Australia is working with telecommunication operators to schedule the Australian network disconnection for all Galaxy Note7 devices to commence from Thursday, December 15, 2016.

Will I be notified before my network is discontinued?

Between December 1 and December 15, Samsung Australia will send push notifications to active Galaxy Note7 smartphones, with information about the Australian network discontinuation, to ensure adequate notice is provided.

Why is Samsung discontinuing Galaxy Note7 devices from the network?

Samsung Electronics Australia’s number one priority is customer safety. We continue to encourage customers to power down their device and return to their place of purchase for remedy to be provided.

Will I be able to make emergency calls?

Emergency calls will be enabled and if required customers will still be able to contact emergency services.

 

Update: 4th November, 2016

Samsung Electronics Australia today announced that from November 5, it will deploy a software update to replacement Galaxy Note7 devices that were issued in Australia1. The software update is part of Samsung’s ongoing safety measures to recover all affected Galaxy Note7 devices.

Galaxy Note7 smartphones issued outside of Australia or through channels not authorised by Samsung Australia (for example Kogan.com.au and some eBay stores) may not receive the same software package as those devices purchased from either Samsung Australia or an authorised Samsung Australia retailer.

On September 5, Samsung Australia took the proactive and voluntary step to recall Galaxy Note7 smartphones in Australia. The recall was in response to an announcement by Samsung Electronics regarding issues with the Galaxy Note7. This recall was extended on October 12 to include Galaxy Note7 devices that were issued as replacement smartphones for the original Galaxy Note7.

Customers who purchased their Galaxy Note7 in Australia but are overseas at the time of the software release, will receive the automatic download when they next connect to WiFi.

The software update will automatically download and install to all replacement Galaxy Note7 devices to limit the smartphone battery to a maximum charge of 60 per cent.

A software update to reduce the maximum battery charge was first released on September 21 to original Galaxy Note7 devices, purchased in Australia before September 5. This further update will install software to replacement devices supplied to customers after that date.

"Customer safety is our number one priority and we are asking customers who still have a Galaxy Note7 to immediately complete a data back-up and factory reset before powering-down the device and returning it to their place of purchase" said Richard Fink, Vice President IT & Mobile, Samsung Electronics Australia.

"We continue to work with our retail and operator partners to assist customers to replace their Galaxy Note7 devices or seek a full refund."

For further information, Galaxy Note7 smartphone owners can visit the place of purchase of their device or call Samsung Customer Service on 1300 362 603 or visit https://www.samsung.com/au/galaxynote7-notice/.

FAQ

Why is Samsung Australia implementing an automatic software update?

Samsung Australia is releasing this software update as part of our ongoing safety measures in relation to the Galaxy Note7 smartphones.  We hope it will further encourage those who haven’t sought to replace their Galaxy Note7 to return it to their original place of purchase to seek an exchange or refund. 

Will customers have the option not to download the software?

The automatic software is not optional. In the interests of product safety, the update will automatically be downloaded and installed on replacement Galaxy Note7s issued in Australia.

"We are releasing this software update as part of our ongoing safety measures in relation to the smartphone. We hope it will further encourage those who haven’t sought to replace their Galaxy Note7 to return it to their place of purchase to seek an exchange or refund. "

 

Update: 17th October, 2016

Over the weekend several domestic and international airlines have prohibited the carriage of Samsung Galaxy Note7 devices on-board flights, for both carry-on and checked baggage.

Airline passengers will not be permitted to take a Galaxy Note7 on a flight, either switched on or turned-off.

No other Samsung device is affected by this ban.

If you plan on travelling please ensure that you head into a Vodafone Store prior to leaving to limit the impact of this on your holiday/travel plans.

Please power down your Galaxy Note7 and contact Vodafone urgently to arrange an exchange or full refund.

FAQ

What if I’m leaving Australia permanently or for an extend period of time and have to leave my Galaxy Note7 at the airport?

Where possible, Samsung Australia will provide an exchange for another Samsung smartphone at the terminal before your departure. Samsung Electronics will facilitate a refund for any price differences between the Galaxy Note7 and the exchange smartphone.

If we are unable to provide an exchange at the Australian departure terminal, the Samsung team at your destination country will be in contact to arrange an exchange or full refund.  Alternatively, you can contact Samsung Australia on 1300 362 603 or via the web form on the Samsung website once you arrive at your destination country for further assistance.

What if I’m at an airport that doesn’t have a Samsung Australia service point and can’t receive a loan device?

Customers who are at an airport where there isn’t a Samsung Australia customer service point should speak to airport ground staff who will assist them.

Samsung Australia will follow up with that customer to arrange an exchange or full refund. This includes customers who are travelling internationally from an airport without a customer service point.

What about Australian customers who have a Galaxy Note7 and are currently overseas?

Australian customers who are currently overseas should contact Samsung Electronics in that country. A list of contacts for Samsung around the world can be found here. Alternatively, customers can contact Samsung Australia on 1300 362 603 or via the web form on the Samsung website.

 

Posted: 12th October, 2016

Today, Samsung announced a voluntary recall of the Samsung Galaxy Note 7.

Please visit a Vodafone store to return the device, where you can also arrange a swap to another Samsung device or an alternative smartphone. You’ll also receive a credit for $250 which will be applied to your account when you swap to an alternative Samsung device.

If you have been contacted by Vodafone via SMS or fall into any of the Scenarios listed below, here are the actions you can take to resolve.

Scenarios

Customer Action(s)

Your Note 7 was on backorder and you have not yet received shipping notification.

OR

You have received shipping notification from Vodafone but have not yet received your Note 7. Example you may have received a card from APO to collect.

You are advised to visit a Store or Call Customer Care on 1300 650 410.

IF

You have received the card from the APO, no action is required we have already requested that Australia Post return the device to Vodafone.

You are advised to visit a Store or Call Customer Care on 1300 650 410.

You have returned your original Note 7 device (Thank you!) we have issued you with a loan phone and were awaiting your replacement Note7 to be sent back to our retail store.

We ask you visit a store that you took your original device to.

Please take the loan phone with you and our teams will return the loan device and walk you through the options available to you, including $250 Credit to your account if you chose a replacement Samsung device.

You have been through all the above steps and actually had your replacement device issued.

OR

For whatever reason you are still holding the original Note 7 device you purchased.

Please head back in store and our teams will walk you through the options available to you, including $250 Credit to your account if you chose a replacement Samsung device.

 

Please see the statement from Samsung below.

Samsung Electronics Australia extends recall to all Galaxy Note7 smartphones in Australia

Sydney, Australia – October 12, 2016 – Samsung Electronics Australia has announced it is taking the proactive and voluntary step to extend its current recall1 to all Galaxy Note7 smartphones in Australia, including those that were provided as replacement Galaxy Note7 devices.

On September 5, Samsung Electronics Australia took the proactive and voluntary step to recall Galaxy Note7 smartphones in Australia. This was in response to a recent announcement by Samsung Electronics regarding isolated battery cell issues with the Galaxy Note7.

Samsung Electronics global statement, 11 October 2016: "For the benefit of consumers' safety, we stopped sales and exchanges of the Galaxy Note7 and have consequently decided to stop production."

Samsung Australia has made this decision as a precautionary measure following an announcement by Samsung Electronics advising that it had stopped production of Galaxy Note7 smartphones for the benefit of consumer safety2.

Customers in Australia who have a Galaxy Note7, both an original device purchased before 5 September 2016 and a new replacement Galaxy Note 7 device, should power down their phone and contact their original place of purchase.

Samsung Australia is working with its operator and retail partners to ensure all customers can receive an exchange - including a Galaxy S7 or S7 edge - or full refund for their Galaxy Note7.

Before returning their Galaxy Note7, customers should back-up their data, complete a factory reset to delete personal information and power down their device.

“The safety of our customers is our first priority, which is why we are taking this further step and extending the current recall to all Galaxy Note7 devices, including replacement Galaxy Note7 devices,” said Richard Fink, Vice President IT & Mobile, Samsung Electronics Australia. “We know our Galaxy Note customers are among our most loyal customers and we sincerely apologise to them.”

Galaxy Note7 smartphone owners should visit the place of purchase of their device or call Samsung Customer Service on 1300 362 603 or visit https://www.samsung.com/au/galaxynote7-notice/.

###

End Samsung Statement

For further information from Samsung and general FAQs please click the link below:

www.samsung.com/au/galaxynote7-notice/

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