Samsung’s recall of the Galaxy Note7 is big news, but how Samsung is handling the recall is ultimately what will determine the company’s reputation. Cooperating with the U.S. Consumer Product Safety Commission (CPSC), Samsung has announced a voluntary recall and exchange program for certain Galaxy Note7 devices that were sold in the U.S. prior to September 15, 2016. If you purchased a Note7 during this time frame, here are some things you need to know about what safety steps to take with your device and how to participate in the exchange program.

Steps Samsung Is Taking

Samsung has taken steps both internally and externally in response to the recall. Internally, the company has reviewed its production process to determine the source of the problem and meet demand for replacements. Samsung is working with regulatory authorities in different countries to coordinate the recall process. Meanwhile, the company has contacted additional battery suppliers to meet demand.

Externally, Samsung has launched a major campaign to issue safety warnings to consumers and alert them to the recall campaign. These include warnings delivered directly to affected devices, along with using promoted tweets, the Samsung+ app, emails, search engine marketing, a special website, an 800 number and newspaper ads. Samsung’s outreach aims to make customers aware of the steps they need to take to avoid safety issues and participate in the recall exchange program.

Stop Using Your Old Device Immediately

Affected devices can overheat, causing a safety risk, Samsung advises. If you purchased a Note7 during the time frame indicated, stop using it immediately, power it down and exchange it as soon as possible. This will protect both you and anyone else who might be at risk from an affected device.

Your Exchange Options

You have three exchange options under the U.S. Note7 Exchange Program:

  1. You can trade in your current Galaxy Note7 device for a new Note7 that is approved by the CPSC, available after September 21, 2016.
  2. You can trade in your Galaxy Note7 for an S7 or S7 Edge, along with a replacement of any Note7 specific accessories you purchased, with any difference in price between devices being refunded.
  3. You can receive a refund by contacting your point of purchase.

If you exchange your device, you will also get a $25 gift card, in-store credit, in-store accessory credit or bill credit from select carrier retail outlets.

These exchange options only apply to Note7 devices purchased in the U.S. before September 15.

Eligibility for Exchange

To determine if your device is eligible for exchange, you should check your IMEI or serial number. You can identify your IMEI or serial number by checking the back of your phone or by going to “Apps > Settings > About Phone or General Management > Status > IMEI information or Serial number.” You can then enter your serial number here.

Alternately, you can use the Samsung+ app to check your IMEI or serial number.

How to Make an Exchange

If your device is eligible, you can initiate the exchange process by contacting the retail outlet or carrier where you purchased your Samsung Galaxy Note7. For instance, if you bought your device from T-Mobile, you can call T-Mobile or visit the page on T-Mobile’s website devoted to assisting customers with the Note7 recall, and you can arrange to have your device shipped to the T-Mobile store of your choice. Samsung’s recall link provides comprehensive contact information for other carriers. Contact Samsung if you bought your device directly from them.

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