If you purchased one of the recalled Samsung Galaxy Note 7 devices you can exchange it for a new phone beginning Wednesday. Customers are encouraged to return to the store where it was purchased to exchange the phone and receive a $25 store credit.
People who purchased the phone from somewhere other than a wireless carrier or Best Buy are running into problems getting an exchange. Many customers purchased the phone online from Samsung.com and have no way of returning it to the company since UPS, FedEx and the Postal Service refuse to ship the phones for fear it could catch on fire or explode. Samsung has no brick and mortar stores so the company is struggling to find a solution to the problem.
We reached out to Samsung for an official response and while they have opened and read our email we have not gotten a response.
So we called the customer service number on the Samsung website for owners of the Note 7 regarding the company's exchange program. A customer service representative told us they have "no details or information regarding that at this time," and suggested we call back at a later date.
People who purchased the phone secondhand from a third party such as Craigslist are also having problems being included in the exchange program. The customer service representative told us the solution would be to contact the previous owner to get documentation that the phone was purchased and other information that must be verified by Samsung.
Samsung is offering the exchange after it was forced to issue a formal recall of the million or so devices after several reports that the phone overheats and sometimes catches fire or explodes. Several injuries and property damage are being blamed on faulty devices.
Customers who did purchase the device from a wireless carrier can return to the store Wednesday and exchange it for a new Galaxy Note 7 that has been tested and approved by the Consumer Product Safety Commission.
All of wireless carriers say they will have the new devices in store Wednesday and new Note 7's will go on sale. A media spokesperson for AT&T told us supplies will be limited to exchanging older devices and there is no guarantee customers will be able to buy the new Note 7 until the returns and exchanges are made.