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Still have a Samsung Galaxy Note 7? Here's what to do

George Frey | Getty Images

Samsung finally pulled the plug on the short-lived Galaxy Note 7 on Tuesday, following a massive (and disastrous) recall effort to arrest fire hazard issues found in the device.

If you currently own an original, or a replacement, Note 7 device in Asia Pacific, here's what you can do:

First, due to safety risks, Samsung has asked users to stop using their phones and turn them off immediately. The company said it was still investigating the causes behind the overheating of the devices.

Samsung said on its website it was talking to telco operators and retailers globally to work out a refund or exchange program for existing Note 7 users.

For users who bought their device from Samsung's website, reports late on Wednesday said the company was sending fireproof packaging and gloves to customers so they could safely return the devices.


In the interim, users in Singapore needing a courtesy device on loan can visit Samsung's customer service center at Westgate, #03-01, from 11 a.m. to 10 p.m. daily. Samsung told CNBC in an emailed comment that these devices would be loaned out without requiring any payment and that the current available model is the Galaxy J1 Ace.

Local telco Singtel said on its Facebook page that users would be able to exchange their Note 7 for another device, with the company refunding the price difference between the handsets. Alternatively, consumers could opt for a refund.

Starhub did not provide any further details on its website and instead directed users to Samsung's service center.


Australian network operator Telstra said in a blog its users can switch to alternative handsets and all early termination costs would be waived. Device repayment charges paid on Note 7 handsets would also be refunded.

Telstra also said if users chose to enter into a contract with another Samsung device, they would receive a 100 Australian dollar ($75.87) "goodwill credit."

Optus, which is a subsidiary of Singtel, Virgin Mobile and Vodafone Australia all announced that Note 7 users could either replace their handsets with a Galaxy S7 or S7 Edge or switch to a different smartphone maker.

Vodafone customers picking another Samsung device would receive a A$250 credit.

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New Zealand

New Zealand telco Spark said on its website existing users are entitled to a full refund of the amount they paid for their Note 7. They could also swap their existing device for an alternative Samsung model, with the price difference refunded as an account credit.

2degrees, another New Zealand telco, similarly advised users to swap their Note 7 with any model of the Samsung Galaxy S7 family or opt for a refund.

South Korea

The Korea Herald reported on Tuesday South Korea's three network carriers, SK Telecom, Korea Telecom and LG Uplus have stopped selling the Note 7 and have plans to announce refunds and exchanges to different models.

In a separate report, the newspaper reported that users can also exchange their Note 7 with other models or receive cash refunds from Samsung stores in the country.


As the Note 7 did not go on sale in Thailand, Samsung said users who pre-ordered the device will have a full refund of their deposit and can either buy the S7, S7 Edge or Note 5 at 10,000 baht ($280.29) and receive a Samsung Level Active headphone as a gift or cancel their pre-booking altogether and receive a 2,000-baht cash voucher.

The program will run from October 21 to November 30, 2016.


Once users have returned their Note 7, they can either get a full refund for the device or exchange to the S7.

What happened?

The problems with the handsets began just days after its August launch, with reports of some of them catching fire and causing both personnel and property damage. In early September, Samsung issued a recall of 2.5 million Note 7 handsets in 10 markets according to Reuters, citing possible battery issues in some of the devices.

Once the replacement devices began rolling out, some of them also caught fire, with one reportedly leading to the evacuation of an U.S. flight in Kentucky minutes before departure.

On Tuesday morning, Samsung announced it was asking carriers and retailers globally to stop sales and exchanges of the Note 7 before announcing in the afternoon that the model was going to be permanently discontinued.

What next?

Samsung's share prices have taken a massive hit, falling some 10 percent between Friday and Wednesday, and analysts estimated the company may forgo revenues of up to $9.5 billion on Note 7 shipments lost due to the recall.

On Wednesday, Samsung slashed its third-quarter operating profit guidance to 5.2 trillion South Korean won ($4.66 billion) from 7.8 trillion earlier, to reflect the end of Note 7 production.

The company's next flagship model, Galaxy S8, is likely due in the first quarter of 2017, which means with the Note 7 off the shelves, Samsung could miss out on a key chunk of the upcoming holiday retail market.

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