Updated information about the Samsung Galaxy Note7

The Consumer Product Safety Commission (CPSC) announced a full recall on all versions of the Samsung Galaxy Note7. The Department of Transportation has banned Note7 devices from all flights due to safety concerns, effective 10/15/2016. This includes both carry on and checked luggage. In addition, starting November 5 the Samsung Galaxy Note7 receives a software update to help drive awareness that users should power down their device and complete the recall process. This update also limits the amount of charge the battery can hold to 60% due to safety concerns. We are urging our customers to power down their device and bring all models of the Note7 back to a T‑Mobile store for a full refund. Customers can apply the refund towards the purchase of any device in T‑Mobile’s inventory as a replacement.

Links to additional information:

HOW DO I REPLACE THE NOTE7 I BOUGHT FROM T-MOBILE?

Samsung Galaxy Note7

As our customer, you are our number one priority. Just visit a T-Mobile retail store to begin the return process. Visit our store locator to find the store nearest to you: http://www.t-mobile.com/store-locator.html.

You can bring any version of the Note7, along with accessories you purchased for the Note7 from T-Mobile, to a T-Mobile store for a full refund. You can then apply the refund towards the purchase of any device in T-Mobile’s inventory as a replacement. We’ll waive any restocking charges, and if you purchased during pre-order you can keep the free Netflix subscription and Gear Fit or SD card you received.

Exchange your Note7 today and get up to $100 credit
We want to help offset any additional costs and inconvenience our customers may have incurred throughout this process. For a limited time, you’ll automatically receive a one-time $25 credit on your T-Mobile bill within two bill cycles when you return your Note7 device to us. Additionally, customers who choose to exchange it for a new Samsung device (e.g., the Galaxy S7) will receive an extra one-time $75 bill credit within 2-3 bill cycles.

Again, we urge customers to stop using and power down their recalled and replacement Note7 devices and return them to T-Mobile as soon as possible. For additional questions, you can also call Customer Care at 1-844-275-9309.

WHAT IF I DIDN’T BUY MY NOTE7 FROM T‑MOBILE?

We are only able to issue returns for Note7s purchased through T-Mobile; but don’t worry, you can still receive a refund.

Here’s what to do:

1. Head to whichever major retailer you bought your Note7 from to return the device and request a refund. If you run into issues or bought your Note7 from an alternative source (e.g., craigslist), please contact Samsung directly at 1‑844‑365‑6197 and they’ll process your return and refund for you.

2. Get your new device! Check out all your options on our website or at your local T‑Mobile store.

Other Frequently Asked Questions

Samsung's website mentions getting up to a total of $100 if I exchange(d) my Note7 for another Samsung. Is T-Mobile participating in this?

Yes. We will have more details available soon, but can confirm that T-Mobile customers are included in this offer.

Will I get charged restocking, shipping, or upgrade service fees?

Absolutely not! This will all be free of charge to you.

Can I get a refund on my accessories?

Of course. If you purchased any accessories for use with the Samsung Note7 you can return those for a full refund as well.

What about the Samsung promo? Do I still get Netflix/SD card/Gear2/Tablet credit?

You don't need to worry about that. Samsung will honor any promotions you have already redeemed. You can call us at 1-844-275-9309 with questions regarding promotions.

Does it matter if the Note7 I purchased from T-Mobile was in store, over the phone or on the web?

No, we want to make this as easy as possible for you. Regardless of how you purchased your Note7, visit one of our retail stores and they will provide you with a replacement device.

I have a new Note7 that I purchased from T-Mobile and want to return it for a non-Note7 device, can I do this?

We’ll take care of you. Bring your replacement Note 7 in to a store and we can exchange it for any device in inventory or give you a refund.

I ordered a replacement Note7 device and got a message that it’s waiting for me at my local T-Mobile store. What should I do?

We’ve suspended all Note7 sales and exchanges, and your order will be canceled. Bring your Note7 back to a T-Mobile store for a full refund. You can apply the refund towards the purchase of any device in T-Mobile’s inventory as a replacement

Have any other questions?

You can call us at 1‑844‑275‑9309