Following the official announcement of the Samsung Galaxy Note7's
recall voluntary replacement of all units, the big 4 carriers in the United States have issued statements to explain what their plans are for customers who have already purchased the phone. All of them have halted sales of the device, but some already have detailed plans for the future while others are still putting a concrete strategy in place and have just made a quick announcement.
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.
Samsung has notified us that they have identified a battery cell issue in certain Galaxy Note7s. 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 Note7 as quickly as possible. We will have more information later today.
Earlier today, Samsung announced that it has stopped sales globally of the Galaxy Note7. T-Mobile has suspended sales of the device in all channels.
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.
We will update this statement as we have more information from Samsung regarding their exchange program for customers.
Sprint has suspended sales of Samsung Galaxy Note7 immediately following Samsung’s announcement to discontinue sales of the device globally.
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.
We will share more details when they are available.
Here is AT&T's updated statement on the matter, with clearer options for its customers:
Samsung has notified us that they have identified a battery cell issue in certain Galaxy Note7s. They have asked all retailers, including AT&T, to stop selling the device. They are investigating if the issue could lead to potential safety concerns. Because safety is our top priority, customers are strongly encouraged to exchange the Samsung Note7 for a new device. Customers with a Note7 may select a Galaxy S7, Galaxy S7 edge, Galaxy S7 active, Galaxy Note7 or any other smartphone, and may also return any Note7 accessories. If a customer chooses another Samsung device, he or she will receive a bill credit of $25 per device.
Customers will be also able to exchange that interim device for a new Note 7 in the future. That process will be shared as soon as it is available.