What is the Galaxy Note 7 recall about?
Samsung is in the middle of an active recall for the Galaxy Note 7 phone, which the company voluntarily recalled when a major battery flaw caused a small number of the phones to spontaneously explode and sometimes burst into flames, damaging property and leaking dangerous chemicals. Samsung says a small number of devices experienced a problem -- over 100 in our most recent tally, out of an estimated 2.5 million made. Samsung has not confirmed the global total of reported incidents.
Shortly after Samsung's announcement, the US Consumer Product Safety Commission (CPSC) made the recall official -- in conjunction with Canada and Mexico. The official recall meant the phones couldn't be legally sold in those countries, and any others that also issued a formal ban. Certain airlines have blocked use of the phone onboard planes as well.
Although some countries have given Samsung the green light to start exchanging potentially defective Note 7 phones for unaffected models, the company isn't out of the woods yet. The Note 7 may not sell again for weeks.
Enlarge Image This Note 7 got burned. Bad.
What are my options to return or exchange the Note 7?
Samsung will give you back your money, or help you exchange your old Note 7 for a new one. There's a slightly different exchange program for each region. Check your local Samsung website for more details. But for example:
- US: Returns are underway, and Samsung now has the government's go-ahead to restock replacement devices no later than September 21. Samsung says that about 25 percent of US Note 7 owners have exchanged their devices (many for another Samsung phone).
- UK: This program began September 19.
- Australia: You can start exchanging your device on September 21.
- Singapore: Booking for an appointment ends September 25. The exchange period runs from September 16 through Oct 2.
- Philippines: Starts October 1. Exchange with your store, operator or Lazada online store. You'll be issued a new Note 7 immediately.
How do I know a new Note 7 won't have the same problem?
Samsung claims that phones sold after September 15 should be safe to use, and is working with various government agencies around the world to sell a new batch of unaffected phones.
In addition to that, new Note 7s will come with a software update that displays a green battery icon (not a white one) that signals the phone is unaffected. There's also a tool to help you look up you phone's unique identifying number -- called the IMEI number -- and determine if your phone could contain a potentially faulty battery, or a new one. Learn more about the IMEI tool and how to use it.
However, in early October, a Note 7 began smoking during a Southwest flight to Baltimore. The owner of the phone claimed it was a replacement device, though Samsung expressed skepticism.
Could Samsung just refurbish a phone from the 'bad' manufacturing batch?
No. Samsung confirmed with CNET that Note 7 phones will all be completely new devices with entirely new batteries.
Enlarge Image Lithium-ion batteries like this are commonly embedded in phones, which makes them hard to replace.
But why are the batteries exploding in the first place?
Here's the short version: The lithium ion batteries used in mobile phones contain flammable chemicals that catch fire when they touch. The long version (which is still unconfirmed for now) is that Samsung's manufacturing process "placed pressure on plates contained within battery cells," which "brought negative and positive poles into contact." The full explanation: Here's why Samsung Note 7 phones are catching fire.
Is it dangerous to keep using my phone? Is it possible that my Note 7 will spontaneously combust?
Yes. If you own a Note 7, you should power it down immediately and seek to exchange or replace the phone (see below).
Really, though, it feels fine.
You really need to return the phone. Turn it off. Now.
What should I do if my phone catches fire?
If you can, douse the flames with a fire extinguisher or baking soda. Water will help, too (if the phone isn't plugged in). If you don't have those items, try to (safely) move it to a non-flammable surface and let it burn out.
Samsung's Galaxy Note 7 looks awesome in...
Is Samsung doing anything in the meantime to help protect people?
In some regions, Samsung has issued a software update that caps the battery's recharge capacity at 60 percent. It isn't clear why this isn't a worldwide process, but that could depend on local laws. The idea is that a battery that stops short of reaching its full capacity will prevent the issues that are causing the combustion.
Is there anything I should do to ready my phone before turning it in?
First you'll want to backup the device. Here's exactly how to back up the Note 7 before returning or exchanging it. Depending where you bought the phone, you can take it to your carrier or retail store for more help saving and transferring the contents to a new device before wiping the Note 7 with a factory reset and retrieving the SIM card. If you bought the phone directly from Samsung.com, you'll need to call into your local Samsung customer service for more specific instructions on mailing and returning the phone.
How long will Samsung give full refunds for the Note 7?
Enlarge Image Large-screen phones are easy to find.
A Samsung spokesperson told CNET:
"Standard return policies have been extended to allow for a full refund or exchange. Consumers should check with their point of purchase for further information. We are asking owners to power down their Note 7 devices and exchange them today."
In other words, the return window is unclear. A customer service representative on the US help line also couldn't share a specific cut-off time with me. When pressed, the agent said, "I don't think it's going to be a problem if you need another two weeks or a month." However, it isn't clear if this is authorized guidance.
Is Samsung doing anything else for Note 7 owners?
Depending on your region, Samsung may offer a small cash incentive to use a different Samsung device. In the US, that's a $25 credit to folks who switch to a Galaxy S7 or S7 Edge.
Will the refund and exchange process be easy or hard?
The unit we bought ourselves was easy to return at a T-Mobile store in San Francisco for a full refund (not an exchange). Since Samsung directs you to make returns through your initial retailer, the experience may vary by your location.
If I don't want to switch, how long will it take to get a new Note 7?
Great question. In the US, the CPSC has now approved the Note 7's exchange. Retailers will have new phones (with new batteries) no later than September 21 . You'll still want to check with your local retailer to make sure they're flush with stock before heading over to pick up your new Note 7, should you wish to stick with the Note series.
When will new Note 7 phones go on sale?
Samsung hasn't officially stated that, but we also expect this will vary by country. One unconfirmed report suggests that new phones will go on sale October 21. Samsung has confirmed that Europe will start selling the Note 7 on October 28.
If I get a new Note, how will I know if it's safe?
Enlarge Image It may be some time before buyers can get a new, certified Note 7.
If you're in the US, Canada or Mexico, the US government organization CPSC has deemed the new devices safe.
The new Note 7 packaging will also provide clues. The boxes new phones will ship in feature "a small black square on the white bar code label along with a white sticker with a blue letter 'S'," according to this Samsung support site. We also know from this site that a database will be available for checking the new Note 7's IMEI number -- that's your phone's unique identifier. (How to find your phone's IMEI.)
A Samsung spokesperson added: "We are working with multiple suppliers to conduct rigorous inspections and we do not anticipate any further battery issues. In order to ensure the quality, we've stopped using the battery from the supplier in question. All Galaxy Note 7 replacement devices will be equipped with the battery from other suppliers.
As mentioned before, however, there is at least one report of a replacement Note 7 overheating again, though a Samsung representative said there is no evidence that the phone involved was a new Note 7.
What will happen to my Note 7 if I don't return it?
Depending on where you live, Samsung may update the Note 7 phones with software to limit the battery charging to 60 percent (mentioned above). There's also a rumor that Samsung will remotely deactivate phones that aren't turned in, though the company hasn't officially stated that it will or won't do this.
I don't want the Note 7 anymore. What are my alternatives?
Samsung faces its toughest loyalty test yet. We've now had a chance to fully review the iPhone 7 andiPhone 7 Plus; both are good choices, but like any phone purchase, they may not be the best choice for you. The large-screen Galaxy S7 Edge is an excellent phone that's basically the Note 7 minus the stylus, and the S7 is a smaller version of that but with a flat screen. The LG V20 and Sony Xperia XZ are also promising devices we have seen but have yet to fully review, and the Google Nexus successors (rumored to be called the Pixel phones) are supposedly right around the corner. Read more about your large-screen Note 7 alternatives here.
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