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Samsung Galaxy Note7 Recall & Exchange FAQs

Samsung has announced an expanded voluntary recall on all original and replacement Galaxy Note7 devices sold or exchanged in the United States, in cooperation with the U.S. Consumer Product Safety Commission (CPSC) and in partnership with carriers and retailers.

As these devices may overheat and pose a safety risk, Samsung and Verizon are recommending that the safest course of action for customers with any version of the Galaxy Note7 is to power down their device and replace it with another device of their choice.

Our FAQs have more information on:

Samsung Note7 Shutdown and Device Upgrade Instructions
  1. Will my phone continue to work on the Verizon Wireless network?

    No. Beginning January 20th, active Note7 devices will no longer make or receive phone calls (except 911).

    To avoid this service disruption, upgrade to a new device online or at your original place of purchase, and return your Note7 to us. After you process your order, you'll receive a special recovery box to return your Note7.



  2. How do I exchange and upgrade my Galaxy Note7?

    If you purchased your Note7 from a retailer such as Best Buy or Wal-Mart, or an Authorized Verizon Wireless Retailer, please return to your original point of purchase to upgrade your Note7 to another device.

    If you purchased your Note7 from:

    • A Verizon Wireless store
    • Online at www.verizonwireless.com
    • A Customer Service Representative
    • Or if you received a Note7 from Asurion after making an insurance / equipment protection claim

    The most efficient way to replace your device is online, rather than visiting a Verizon store. Upgrade fees will be credited on all Note7 replacement purchases.

    To upgrade your device online:

    1. Shop online to replace your device.
    2. Select a replacement device and click Add to cart.
    3. Under "Existing Customer" click Upgrade.
    4. Sign in to My Verizon.
    5. Select the Note7 to upgrade and click Continue.

    Follow the steps to purchase your replacement device.

    You'll be credited* for your Note7 purchase, including equipment charges, device payment charges, taxes, any applicable down payments, and accessories purchased on a Verizon Wireless account.

    The Note7 has no upgrade trade-in value.

    *Credit will appear in 1-2 bill cycles.



  3. If I purchased my Note7 from a third party (eBay, Amazon Marketplace, Craigslist, etc) can I still exchange it?

    Yes, you can exchange your Note7 at a Verizon Wireless store as long as the phone is active on the Verizon network.

    However, no refund will be given because the device wasn't purchased directly from Verizon.

    Verizon will accept your defective Note7 and allow you to upgrade, start a new device payment agreement or purchase a new device at full retail price.



  4. Can I exchange my Galaxy Note7 even if it's outside the Verizon return and exchange period, or if it's damaged?

    Yes, you can, and all Note7 returns will be honored regardless of device condition.



  5. Are there any promotions for Samsung for Galaxy Note7 customers?
    Yes.
    • Note7 customers who upgrade to another Samsung smartphone will receive a $100 bill credit within 1-2 bill cycles.
    • Note7 customers who upgrade to another smartphone brand will receive a $25 bill credit within 1-2 bill cycles.


  6. What happens to the device payment agreement I have for my Galaxy Note7?

    Your Note7 device payment agreement has been automatically canceled, and you'll receive a bill credit for any payments made towards your installment balance.

    Additionally, you'll receive a refund or bill credit for any taxes, down payments or upgrade fees you may have paid. Please allow 1-2 bill cycles for credits to apply.



Note7 Software Update
  1. Is my Note7 being disabled?

    Samsung released a Note7 software update that prevents the device from charging, eliminating the ability for it to work as a mobile device.

    Verizon is pushing this software update to your device on January 5, 2017.

    However, we urge you to stop using your Note7, upgrade it to another device, and return the Note7 to us.



Top Questions
  1. What is the emergency order banning Galaxy Note7 devices from air transportation?

    The U.S. Department of Transportation (DOT), with the Federal Aviation Administration (FAA) and the Pipeline and Hazardous Materials Safety Administration (PHMSA), announced an emergency order banning all Samsung Galaxy Note7 smartphone devices from air transportation in the United States. The ban is effective Saturday, October 15, 2016, at noon ET.



  2. Do I still need to pay an upgrade fee when replacing my Galaxy Note7?

    No. Upgrade fees will be credited on all Note7 replacement purchases.



  3. Can I exchange my Galaxy Note7 even if it's outside the Verizon return and exchange period, or if it's damaged?

    Yes, you can, and all Note7 returns will be honored regardless of device condition.



  4. Do I need to return my Galaxy Note7 after I upgrade to a new device?

    Yes, to avoid any charges, please return your Note7 in the special recovery box provided after you process your order.

    You'll be credited* for your Note7 purchase, including equipment charges, device payment charges, taxes, any applicable down payments, and accessories purchased on a Verizon Wireless account.

    The Galaxy Note7 has no upgrade trade-in value.

    *Credit will appear in 1-2 bill cycles.



  5. What if my Note7 was lost, stolen, or confiscated?

    Please call Verizon at 800-922-0204 to report your Note7 as lost, stolen, or confiscated to avoid being charged a non-return fee up to the retail price.



  6. What should I do with my Galaxy Note7 accessories?

    Accessories designed to work only with the Note7 (e.g., Galaxy Note7 cases, screen protectors) that were purchased on a Verizon Wireless account will automatically be credited to your account. Please allow 1-2 bill cycles for credits to apply.

    The accessories do not need to be returned.



Prepaid Accounts
  1. What should I do if I have a Note7 on a Verizon Wireless prepaid account?

    If you purchased your prepaid Note7 from a retailer such as Best Buy or Wal-Mart, or an Authorized Verizon Wireless Retailer, please return to your original point of purchase to upgrade your Note7 to another device.

    If you purchased your prepaid Note7 from:

    The most efficient way to replace your device is to visit a Verizon Wireless store. You'll be able to return your Note7 for a full refund and exchange it for another smartphone, without a re-stocking fee.



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    Get your new smartphone today when you choose In-Store pickup.

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