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Customers in the US are unable to exchange Galaxy Note 7 units purchased from Samsung.com

If you’re in the United States and you purchased your Galaxy Note 7 from a retailer or carrier then it’s very easy to exchange your unit for a new one. The company has already provided replacement inventory and retailers are handing them out to customers who have turned in their handsets for a replacement. However, it’s not that easy if you purchased the handset from Samsung.com.

An exchange program for customers who bought the flagship from Samsung.com isn’t up and running yet because shipping partners are not working with Samsung on this. Both FedEx and UPS have refused to ship Galaxy Note 7 units with faulty batteries back to Samsung as they are a potential fire hazard and the company won’t process an exchange unless it receives the old unit first.

Samsung confirmed to a customer who purchased their handset from the company’s website that “At this time due to FedEx and UPS refusing to transport the packages there’s no exchange program.” There’s still hope, though. Samsung says that a new program will be introduced for these customers instead of the Return/Refund system that’s being implemented across the globe. This new system is said to go live in the coming days so further details will be available later this week.

Until the system goes live, the only solution customers who purchased the handset from Samsung.com have is to manually return their phone for a refund and purchase a new one when replacement inventory arrives. However, since this is not part of the official exchange program customers won’t get a loaner device. Samsung does say that it has found a private shipping company that’s willing to ship the handsets so the new exchange program for these customers should go live in the near future.

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insanejojo
insanejojo

well, since this phone is water proof, why dont they just ship it in sealed a container filled with water, easiest and safest way to do it…

o0MHJ0o
o0MHJ0o

That’s odd, UK customers can exchange their devices now.

glowman
glowman

Who started the non-removable battery craze… Apple. Who wants to be Apple… Everyone. Haha! Let this be a lesson

preime101
preime101

At the risk of sounding like a broken record, if they had stayed with a removable battery this whole issue would have been little more than a damp squib. They could have just asked all note 7 owners to contact them and they would send them a replacement battery free of charge, costing them about $100-200 Million, end of story. No massive drop in share values, no bad press and the potential destruction of the product name.

DareDevil01
DareDevil01

I agree! I’m deeply saddened that my favorite line of phones has been tarnished by this mishap! I’ve had almost every model of the Note phone since the Note 2 back in 2012. I really hope they bounce back eventually.