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Here's how to refund or exchange your Samsung Galaxy Note7

By James Lu & Vijay Anand - on 23 Oct 2016, 2:22pm

Here's how to refund or exchange your Samsung Galaxy Note7

Note: This article was first published on 14th October 2016 and updated on 23rd October 2016.

Samsung Singapore has announced details on how Note7 customers can exchange or refund their device.

Samsung warns consumers with either an original Galaxy Note7 or replacement Galaxy Note7 to power down and stop using the device immediately, and take advantage of the exchange and refund options, regardless if they purchased their original device from telecommunication operators, consumer electronics stores, authorized retailers, Samsung Official Store at Lazada.sg or Samsung Experience Stores.

"My Galaxy Note7 is working fine, can I continue using it?"

As highlighted above, Samsung recommends not using the device any further. Further to that, the phone's warranty will not be applicable (which is logical considering the circumstances) and there will not be any software updates for the device.
 

What are your options?

Galaxy Note7 customers can choose to either exchange their device for a Galaxy S7 edge and receive S$250 cash, or to receive a refund worth the full retail value of the Note7 (S$1,168). Samsung will also compensate Galaxy Note7 customers with Samsung original Galaxy Note7 accessories. Full details of both options are published here.


How to get your exchange or refund

Starting on 26th October 2016, Galaxy Note7 customers can visit www.samsung.com/sg/note7exchange to select their preference for exchange or refund, and provide their details for a free home delivery. The free home delivery is offered whether the Galaxy Note7 customer chooses an exchange or a refund.

Exchange customers can select their preferred color for the Galaxy S7 edge, subject to availability. Samsung Concierge customers who opt for an exchange will have their Samsung Concierge program transferred to the Galaxy S7 edge and those who opt for refund on their Galaxy Note7 will receive a refund of $38 for their Samsung Concierge.

Customers will need to provide the following details when logging in to arrange for an exchange or a refund:-

  1. Full name as per bank account
  2. NRIC or FIN number
  3. Mobile contact
  4. Email address
  5. Home delivery address

All Galaxy Note7 customers are required to back up their data using Samsung Smart Switch (http://www.samsung.com/sg/support/smartswitch/), delete any data or other personal material stored in the device, and reset their device ahead of the home delivery. Customers will receive a cheque for the amount due to them, depending on their selection of the exchange or refund option, in exchange for the Galaxy Note7 device to be returned.

Samsung's full FAQ on the Note7's exchange and refund matters at the time of reporting can be found here.

For more information or further assistance, consumers can visit www.samsung.com/sg/note7exchange or call 1800-SAMSUNG (7267864).

“We are deeply sorry for the disappointment and frustration the Galaxy Note7 issue may have caused our customers and partners. Our focus now is to reduce further inconvenience to our customers who have trusted and waited for the Galaxy Note7,” said Eugene Goh, Vice President, IT & Mobile, Samsung Electronics Singapore.

 

What if you bought a Galaxy Note7 via a telco contract?

Now this is a question we're getting aplenty across our feedback channels - how will the exchange/refund work if you've bought a Galaxy Note7 through M1/Singtel/StarHub telco contractual plans?

At this point of time, we reckon that telcos would like to keep it as simple as possible and let  Samsung handle all phone exchange and refund matters.

After all, you've signed on for a phone line contract where you've also opted to obtain a phone for a subsidized rate - whether you keep the phone or pass it on to someone else or sell it off, frankly it doesn't matter to anyone thereafter. As long as you don't cancel the phone line, there are no concerns for the telco and neither will it be a problem for you.

You only need a different phone and Samsung is facilitating that via an exchange or a refund option. Given the full refund details at this point of time, it should likely be sufficient for you to purchase any other smartphone in the market (considering the Note7's retail price).

As of 14th October, 6.25pm, here's what StarHub has to update us:-

"Starting 26 October 2016, our Galaxy Note7 customers will be able to visit Samsung’s website at www.samsung.com/sg/note7exchange, to select their preference for exchange or refund. We understand Samsung is still working out the finer details for both exchange and refund, and they will announce details soon."

This statement sort of confirms our opinion above that Samsung will likely take care of all phone exchange or refund options for current Note7 owners, regardless of your official purchase channels.

Stay tuned for more updates from Samsung and other telco partners on the finer details - we'll be updating the story as soon as we get wind of more information.

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