Samsung issues Galaxy Note 7 recall, T-Mobile suspends sales of the device

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UPDATE: T-Mobile is now offering full refunds to Galaxy Note 7 owners.

 

Rumors of a Galaxy Note 7 recall have been swirling this week, and today Samsung confirmed that it is indeed recalling its newest flagship.

Following reports of Galaxy Note 7 units catching fire and exploding, Samsung conducted an investigation and found that a faulty battery cell from one of its two suppliers was to blame for the issue. Samsung has confirmed 35 instances of Note 7s catching fire so far.

Samsung says that the it hasn’t discovered a way to tell which Note 7 units have the faulty battery.

As a result of this issue, Samsung is pulling the Note 7 from shelves in 10 countries, including South Korea and the U.S. For consumers that already have a Note 7, Samsung says that it will replace customers’ existing devices with new ones “over the coming weeks.”

T-Mobile today issued a statement of its own on the matter, saying that it has suspended sales of the Note 7 across all channels. As of this writing, the Note 7 does not appear on T-Mobile’s web store. T-Mo is working with Samsung to ensure that Note 7 owners are “well taken care of” and will share more details as soon as possible.

The Galaxy Note 7 is one of the biggest smartphone releases of the year, so this recall is a big deal for Samsung and consumers. Now Samsung must all of the Note 7s in stores and customers’ hands in the affected countries, while Note 7 owners are left to wonder if their phone has a faulty battery.

Samsung hasn’t said how the exchange process will work for current Note 7 owners, but it’ll have to be smart about the swap since many people likely don’t have a backup to use if they were to return their Note 7 to Samsung and await a new one. Samsung says that it’s “working closely with our partners to ensure the replacement process is as convenient and efficient as possible,” so stay tuned for more details on that.

Sources: Samsung, AP, T-Mobile

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  • greggmartinson

    I love my Note 7 and have had zero problems with it. Should I keep using it in the interim?

    • mreveryphone

      Until it explodes… I’m going to keep using mine…

      • lomsha

        Make sure it’s never too close to your face. Lol

        • MadJoe

          It’s only reported to explode while charging, right? At least that’s what I thought, anyway.

        • lomsha

          I think so yea.

        • Luci

          Should I get one of those wireless charges? Will that help prevent this issue from happening to my device?

    • Bradley Karas

      I just got mine yesterday

    • Luci

      Same here! I’m gonna wait this out. I love my phone. It’s given me ZERO problems. If any of these issues were happening here in the US then maybe would lean more to going in and exchanging it for something else now, but from what I read, all 35 cases of the exploding devices were over seas. So I’m gonna wait this out.

  • Jose

    Calling T-mo and there is a long wait, been on hold for a while now.

    • Bradley Karas

      Why? There’s no info to give…write them on Twitter…much easier

    • Luci

      I spoke to them this morning. They have very little information as far as how Samsung will handle this; however, I was told I have the option of returning my Note 7 and select another Device, or I can wait it out to see what’s decided on replacing the Note 7’s.

  • Jose

    T-mo said that I can return the phone ‘buyers remorse’ but I am on the fence now grrrrrr

    • MadJoe

      Patience my friend, I’m sure you’ve recharged your phone a few times since you got it and it hasn’t exploded yet, so you’re safe for a day or two more while Samsung figures out their next move. When the recall becomes official, you’ll get a new device free of charge, no remorse, and no restock fee I’m sure.

      ETA: But if you’re that worried about it, you could use the wireless charging until then.

      • Jose Lugo

        yea, i’m charging as I type lol. I’ll give it the weekend before I make a move. By then Samsung should be more clear on what will occur going forward! Thanks oh wise one!

    • Fabian

      I would return the damned thing and buy another later on.

  • user311

    At least they owned it. Respect. They could have told us we were charging it wrong, or ignored it like touch disease.

    • Walt

      Or antenna gate like the iphone 4!

      • Julio

        Apple gave its customers free bumpers to address this issue. As if bad reception and phones blowing up are even comparable, but whatever keeps you hating Apple right? *smh*

        • tom riddle

          I know right…..Samsung should just issue note 7 buyers free bomb containment cases.

        • Fabian

          Or a countdown timer app.

  • John

    I thought the recall was for the screen issue.

  • Disconn3ct

    It’s still showing on the mobile site..

  • trife

    lol samsung

  • Fabian

    They could just replace the battery, you know, disassemble the whole phone, replace the battery and reassemble again, and voila.

    • MadJoe

      I’m sure they’ll do this with the returned devices, but they can’t do that very quickly, so you get a new device now, and they take your old one, check/replace the battery, and then sell it as a refurb or in a 3rd world country at a discount.

      • Fabian

        “Samsung says that the it hasn’t discovered a way to tell which Note 7 units have the faulty battery.”

        So no Note 7s for now.

    • Ascertion

      Is it actually the battery or the rate that the battery’s charging? Or it could even be kernel settings that aren’t configured correctly with how fast the charge is.

  • MadJoe

    When given the choice of “You’re holding it wrong” vs “We’re going to replace your device with as little disruption to you as possible” as the response to an issue, I prefer Samsung’s approach.

    • Julio

      Because bad reception (addressed by Apple giving free bumpers away), and exploding phones are even in the same boat. One is an inconvenience. The other could result in a house burning down while a phone lay charging on the table.

      • MadJoe

        And one could have resulted many emergency calls for help not going through. We can argue scenarios, or we can accept that the two responses to actual issues were worlds apart (the bumpers weren’t offered until after serious pressure was placed on them for the “You’re holding it wrong” response).

        • Julio

          The issues themselves were worlds apart. Antenna-gate only affected users that had an already weak connection to the tower. If you had 2 or less bars, you MIGHT drop a call without a bumper. That is the case regardless of phone manufacturer or situation. Low signal = high probability of dropped calls… period. I can get a quick and dirty count of 35 people’s phones who have caught fire and luckily not caused major damage or loss of life… yet. I can’t find any reports on the number of people whose emergency calls were dropped on an iPhone 4. So we have a theory of yours where an emergency call MIGHT have been dropped, and we have 35 actual instances where a phone caught fire. But keep defending Samsung like a racist defending Donald Trump. The rest of us see what’s really going on. Enjoy your rose-colored glasses.

        • MadJoe

          Wow, your argument was so weak you had to pull the ‘racist’ card? Dang, sorry, didn’t realize you Apple Apologists got so butt-hurt over this stuff.

        • Julio

          I’m not. You’re the one that just got butthurt over the use of a simile. I said you defend Samsung LIKE a racist defends Donald Trump. You know of simile, yes? I’ll explain it to you– A simile is a figure of speech wherein you compare two similar situations to highlight the audacity of the first one. The simile I used was indicative that you are vehement about defending Samsung, even when their own issues were greater and posed greater risk than their competitors issues. So what do you and your ilk do? You pivot to take attention off the real problem by dredging something (many times more minor) up from years ago to save face.

        • MadJoe

          The butt-hurt runs deep, Apple Apologist. Does your pay rely upon arguing on the internet or something? I couldn’t care less what you think of Samsung, I just knew that by comparing them favorably above Apple, it would get your feathers ruffled. The responses to the issues are still worlds apart, though. Can’t argue that.

        • Julio

          Much like the response to a fender bender with no injuries differs from the response to a pile up with fatalities. The reason for the response is what is worlds apart. Apple’s response 5 years ago was to worse reception in already low reception areas. Samsungs response this week was to their phones entering bomb mode. Apples and oranges. Can’t compare the reason, can’t compare the response. Tell me more about years old, now irrelevant stuff while we presently wait on the bomb squad to check the library cause someone charged their Samsung phone while doing research.

        • MadJoe

          Does it ever get tiring banging the same, broken drum? Their response is all that matters, and their response was to patronize you pathetic Apple devotees. “You’re still holding it wrong”.

        • Julio

          Coming from someone who knows about banging the same drum…. The iPhone 4 (came out in 2010, btw) dropped calls in areas where signal was already poor. The Note 7 (came out this year) explodes while being charged. You really don’t see the HUGE difference? I think the patronizing thing is selling you fandroids bombs disguised as phones.

        • MadJoe

          What? Are you serious? I never knew! Wait, what were you saying? Oh yeah, Apple is the worst. Got it.

        • Julio

          Reading comprehension isn’t your forte, that much is clear. Common sense isn’t either since you seem to think that exploding phones and dropped calls are even on the same playing field. Tell me more about things Apple did 6 years ago. Do you have anything that is actually relevant and not dated or you want to keep digging up things from yesteryear that have no relevance to your argument other than to try and shift focus away from the bomb that makes calls? All I hear you saying is “Apple has released phones without issues for 6 years!”

        • MadJoe

          Picking up social cues, knowing when you’ve been beaten, or even when the other person is done wasting their effort speaking at you is obviously not your forte. Have a wonderful day in your oblivion, ignorance is bliss they say.

        • Julio

          I don’t know about living in an ignorant state of bliss. Tell me more about it. You seem quite well versed.

        • MadJoe

          I’ve been studying it since we started this back-and-forth, and honestly you seem to be doing it wrong. Ignorant and unhappy is a terrible way to go through life.

        • Julio

          When the debate is lost, slander becomes the tool of the loser.

        • MadJoe

          My tools included a keyboard, mouse, and a complete lack of interest in what you’re saying, just that you continue to spend effort saying it. Sadly, it seems you’ve finally caught on…

        • Julio

          Just like a deluded fandroid to keep coming back for more after you’ve already been bested. What do you want to debate now? How about this: I state something relevant and happening in the present, and you tell me about something that happened years ago that has no bearing on the world today. Wanna play that again?

        • MadJoe

          Thank you

        • Julio

          You’re very welcome! I intend to please when educating those who don’t know any better. Tell your mom you learned what a simile was today and the difference between minor design flaws and catastrophic explosions. Trundle off now, bye!

        • MadJoe

          What? You lost me.

        • Julio

          A long time ago, but good for you for realizing it finally. Now, where exactly did I lose you so I can clarify it. After all, there were a lot of things discussed today that probably went over your head. I’d be happy to educate you.

        • MadJoe

          Haha, you just keep going. I guess you didn’t realize it after all. Thanks again!

        • Julio

          Back for more punishment. How sad. You’re not getting last word. Let that pipe dream go. For every utterance you make, you require correction. And I will feel compelled to educate you of your inaccuracies. So as long as you keep talking, I’ll keep checking you on it. So keep talking if you must. I command you to say something else that reeks of the butthurt you can’t overcome due to your total and utter loss today.

  • Jason Caprio

    While I admire Samsung owning up to the issue, this is another flaw with the Note series. Last year’s Note 5 had the S-Pen backwards stuck issue (more of a user error), and this time Note 7 exploding and catching on fire!

    I’m keeping my Note 5 for another year and hoping the 2017 Nexus has good specs/price.

    • #Broken EMMAtaining The Boss!

      Well now the Note s-Pen won’t even go in backwards if You tried.

  • George Salcedo

    Samsung better get their stuff together, terrible defect. They can’t ignore this defect as they have ignore many others before this.

  • Jose Campos

    I am on the phone with TMO, even tho safety is a concern and Samsung owing to it is great. However if and when we return the device, is TMO or Samsung going to reimburse me for the screen protector I purchase at their store?

    I mean we all buy protective gear to protect our beloved expensive device. I would like a credit to buy another screen protector at the store I purchased it from and when I mean credit not a credit on my bill, I mean a physical gift card or credit toward an accessory.

    Unfortunately while on the phone TMO does not have a direct answer regarding this so a follow up phone call was placed.

    • #freericksanchez

      So T-Mobile should reimburse you for a screw-up by Samsung? They didn’t force you to make a horrible decision in your phone purchase!

      • Jose Campos

        Technically no, TMO should not however following the track they are the face of the brand at the moment, I bought the phone with TMO not Samsung, they are the dealer. If a claim shall ever arise TMO should intervene with Samsung to provide them credit. At the end it is not TMO fault it is Samsung.

        • #freericksanchez

          I can definitely respect that.

      • dontsh00tmesanta

        agreed

    • driven01

      Samsung will make you whole:

      “Starting today, T-Mobile customers with a Galaxy Note 7 can return their phone for a full refund, including the cost of any Note 7 accessories that they’ve purchased. T-Mo is waiving restocking charges and shipping fees for the Note 7. Customers that got a free Netflix subscription with the Note 7 can keep that subscription.”

      Source: http://www.tmonews.com/2016/09/t-mobile-samsung-galaxy-note-7-refund-recall/

    • Myphone007

      John Legere tweeted about 20 mins ago you will get refunded for any accessory purchased!

      • noh1bvisas

        people piss and moan about tmo’s customer service, but i’ve always gotten a quick and satisfactory resolution.

  • dontsh00tmesanta

    We have two of these things.

    Luckily no issues yet but we use old htc 10 and official samsung cables

    chatting with them now they will send out new ones when they get them so thats good

  • JOHN P

    Exploding Samsung….Sounds like a spicy dish at a Korean Restaurant

    • noh1bvisas

      mmmmm. hungry now.

  • Daniel Cross

    just talked to T-Mobile they will be shipping out new phones over the next few weeks.

    • Luci

      Funny how we all get different information from T-Mobile. The Cust. Rep I spoke to said they had NOT heard back from Samsung yet as to how they will rectify this situation, but T-Mobile is giving the option to it’s Customers to return the Note 7 for another device they carry now if you choose to. That’s what I was told! lol

      • Prode

        This was what I was told instore and with Customer Care as well.

      • guest

        This is all happening so fast and everyone is trying to get as much information as possible right now. It could have been that the person that you spoke with just didn’t get the memo about how the situation will be carried out yet. :/

        • Luci

          True!! I sure hope they are right though! I don’t want to exchange for a different phone. I want my Note 7! LOL!

    • Prode

      T-Mobile does not have any info about how the exchanges will be handled. This most likely was a good guess.

  • mreveryphone

    This better not explode with my 256gb card installed…

  • Luci

    I am in love with my Note 7 and have no problems with it. It’s been running very well. I definitely do not want to be without a phone, so I’m going to hold on to my Note 7 until Samsung and T-Mobile decide how they will handle this exchange. I don’t see why it can’t simply be send us a new Note 7 and we have 7 or10 days to return the defective device?? Very simple to me! I contacted T-Mobile this morning when I heard about the recall, and they said we can go in the store to select another device as well…but there is NO other device out that I want. So I’ll wait this out. Very disappointing though…this Note 7 is a fabulous device….best phone I’ve ever had, and I’ve had a LOT of phones. So I hope they get this thing corrected soon.

    • noh1bvisas

      i can understand them want you to trade in-person. it’s an expensive item. at least you were smart and bought it somewhere you can exchange it. imagine the folks that bought online.

      • Luci

        No, I didn’t get mine in store, I purchased mine online. But T-Mobile said because of the recall – we would be able to go in store regardless and exchange for another device should we not feel comfortable waiting on Samsung. I guess it’s being handled different because it’s a “Recalled” device now.

        • noh1bvisas

          that’s really “above and beyond” level service, since you didn’t buy it from them (assuming you meant you didn’t buy from tmobile online).

        • Luci

          No, I did presale with T-Mobile. :-) Received my phone the day before the official release. :-)

        • Prode

          Do not believe that Care Rep. I was in the store this morning and told that the store can not handle online orders. Which I believe because it is two different systems. That rep just wanted you off the phone.

        • noh1bvisas

          i think the situation is evolving.

        • Luci

          I agree.

        • Luci

          No worries, I don’t plan to return my Note 7 right now anyway. So far so good. If I begin to have issues or hear of issue starting to occur with the Note 7 in the US, then I may change my mind. But for now, I’m going to wait to see what Samsung and T-Mobile decide to do about the Note 7. I hear they may start shipping new devices to T-Mobile customers within the next two weeks. We’ll see. Gonna sit tight for now.

        • Prode

          Yup just wait and see if you are ok with that. I am sure T-Mobile will come up with a system that will be hopefully easy to deal with.

        • Luci

          I sure hope so!! :-) I love the Note 7!!! How about you? Are you going to wait it out or are you going to exchange now for a different device?

    • Steven Yee

      I talked to tmo him on Twitter they said you can get another phone and then return it when the new note 7 come in

  • I just called them right now. They said Samsung hasn’t decided what they are going to do yet. They are either going to release a software update to fix problems or do exchanges. But if it’s a battery problem, a software update most likely won’t fix it. I thought all the explosions were happening with the Exynos version (international), not the US variants, which have Snapdragon processors? T Mobile is saying just hold tight right now. I haven’t had any problems with mines. I haven’t shipped my LG V10 back yet, which I am returning because I JUMPed to the Note 7. Going to hold on to it, just in case I need a phone. I still have my Note 3 as well.

    • Luci

      Same here! I jumped also and have until September 13th to return my Edge S7 Gonna hold off as long as possible before it’s too late and they charge me for it lol.

  • mreveryphone

    Samsung just called me and told me not to use the Iris scanner!! I could fry my eyeballs!!

  • noh1bvisas

    from tmobile’s webite:
    “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. ”
    https://newsroom.t-mobile.com/news-and-blogs/samsung-note7-update.htm?icid=WMM_TM_NT7RCLL_MT8CD0OKQLL5966
    .
    nice. they even get to keep the netflix gift!!

  • So, it seems Samsung has an exchange program, they are saying it will only take a week. But I just called T Mobile and they said it will be 2 weeks if you go through them. If you JUMPed to the Note 7, they basically want to reverse the upgrade, and then you upgrade again. This rep is saying you have to send your phone in 1st and then wait 2 weeks for the new 1. I asked if I can just wait until they actually have the new ones in Stock, to do that? You know, because people can’t be without a phone for 2 weeks. She said yes. I don’t really want to go directly through Samsung, because if you are leasing and financing the phone through a carrier, and then you get a replacement from Samsung, it will have a different IMEI and serial # and I feel like that may cause problems when you’re trying to jump again, or file an insurance claim later on.

    • zach

      dont listen to that tmobile rep. you can return in store and get another device in store or a full refund which ever you choose. you could also wait for samsungs exchange refund program. customer service will not take back any phones you have to go to your nearest tmobile location and exchange in store. the imei will be ok you can always update the imei with tmobile. happens all the time with customers so your jump upgrade will be fine.

  • FryChickenIsha

    I hope Samsung can fix this issue quick. I want the blue coral note7.

  • mingkee

    $900 for a bomb?

  • Mar

    936 dollars