UK Galaxy Note7 Exchange Programme starts today, September 19

Last updated:

For UK customers who have Galaxy Note7 devices, Samsung in collaboration with its partners and operators will voluntarily replace their current device with a new one starting today.

UK customers will be contacted by the provider or operator from which they purchased the product in order to arrange their device exchange. If customers have not been contacted before 19 September they should contact the provider or operator themselves to arrange the exchange.

The recall began on September 2 following 35 reports worldwide of the phablet overheating and, in some instances, exploding.

A ‘battery cell issue’ was cited as the cause.

If you have a Galaxy Note7 device, until a replacement device is provided, Samsung states that you power down your device and return it to its place of purchase at your earliest opportunity. Users should use their previous device until a new Galaxy Note7 is provided. If you do not have your previous device, contact the provider or operator you purchased the device from to organise a loan device until it is possible to exchange your Galaxy Note7.

Samsung said today:

“Samsung is committed to producing the highest quality products and we take every incident report from our valued customers very seriously. In response to recently reported cases of the new Galaxy Note7, we conducted a thorough investigation and found an isolated battery cell issue.

There have been a small number of cases reported globally and we are currently conducting a thorough inspection with our suppliers to identify possible affected batteries in the market. However, because our customers’ safety is an absolute priority at Samsung, we have stopped sales of the Galaxy Note7.

For customers who already have Galaxy Note7 devices, we now ask that you power down your device and return to using your previous phone. We will voluntarily replace your Galaxy Note7 device with a new one, beginning on September 19th. For more details on what to do next please see below.

We acknowledge the inconvenience this may cause in the market but this is to ensure that Samsung continues to deliver the highest quality products to our customers. We are working closely with our partners to ensure the replacement experience is as convenient and efficient as possible.”

In addition to the Exchange Programme, Samsung has rolled out various measures to ensure further safety. New software will be issued for all European Note7 devices that were received before the recall. This will limit the phone’s charge to 60 per cent, encouraging those customers reluctant to exchange their current device for a new Note7.

Samsung UK & Ireland vice president Conor Pierce said:

“Our absolute priority is the safety of our customers – that’s why we are asking all Galaxy Note7 customers to act now and exchange today.

“We would like to apologise to our Note7 customers for not meeting the standard of product excellence that they have come to expect from Samsung and we sincerely thank them for their understanding and patience.”

UK Customers with Galaxy Note7 service related questions can contact the Samsung customer service team on 0330 726 1000 (Monday-Saturday, 9am to 6pm).

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