FAQs about the Samsung Galaxy Note7 recall


Original Post Date: Dec 12, 2016

Samsung will release a software update beginning on January 8 that will disable all remaining Sprint Note7 devices from being able to hold a charge.

Please visit a Sprint store near you to exchange your Note7.

Make an appointment

Samsung has announced an expanded voluntary recall on all original and replacement Galaxy Note7 devices sold or exchanged in the United States in cooperation with the U.S. Consumer Product Safety Commission and in partnership with carriers and retailers. Since the affected devices can overheat and pose a safety risk, we are asking consumers with a Galaxy Note7 to power it down and contact the carrier or retail outlet where they purchased their device.

The Note7 is BANNED ON FLIGHTS. This includes both carry on and checked luggage. Please exchange it for another device before you fly.

Sprint will honor the replacement of ALL Sprint Samsung Note7 devices to any other device, regardless of the return policy. Customers are eligible to exchange their Note7 for any device.

Customers who opt to exchange their Note7 for another Samsung Galaxy product will receive a service credit of up to $100 on their bill within 3 invoices.


  • All upgrade, activation, exchange and restock fees will be waived.
    • This includes replacement of any Note7 accessories.
  • All Note7 devices will be exchanged, regardless of condition.
  • Customers exchanging to a more expensive device will be responsible for any overage in price.

Make an appointment to skip the line. Walk-in appointments are also available.

Make an appointment

Or call 1-866-275-1411.

Read the Samsung FAQs

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