Frequently Asked Questions

 
 

Q: What is the problem with the Galaxy Note7 phone?
A: Your safety is our number one priority. There have been a small number of reported issues with the Note7 battery which represent a tiny fraction of the high volume of devices that we have sold globally. After a thorough investigation, we have launched a Canadian Product Exchange for Galaxy Note7 owners in which we are offering you the opportunity to exchange your Note7 for a Galaxy S7, Galaxy S7edge or a new Galaxy Note7. We encourage you to take advantage of the exchange.  If you choose to switch out your device for a Galaxy Note7, please contact canadanote7exchange.expertinquiry.com. If you should receive any issues with your online registration, please call 800-517-3507 if you choose to move to a Galaxy S7, Galaxy S7edge, please visit your carrier or retail outlet where you purchased your device. While there have been only a small number of reported incidents globally, we realize that you may be concerned and we are doing everything we can to provide you with support.


Q: I still haven’t received my Note7 that I pre-ordered – what are my options for exchange?

A: Your safety is our number one priority. There have been a small number of reported issues with the Note7 battery which represent a tiny fraction of the high volume of devices that we have sold globally. After a thorough investigation, we have launched a Canadian Product Exchange for Note7 owners in which we are offering you the opportunity to exchange your Galaxy Note7 for a Galaxy S7, Galaxy S7edge or a new Note7. We encourage you to take advantage of the exchange.  If you choose to switch out your device for a Galaxy Note7, please contact [INSERT WEBSITE]. If you should receive any issues with your online registration, please call [INSERT NUMBER]. If you choose to move to a Galaxy S7, Galaxy S7edge, please visit your carrier or retail outlet where you purchased your device.

Q: Are there any reported incidents in Canada?

A: As of today, there have been no confirmed incidents in Canada.

Q: How many Galaxy Note7 devices have you sold globally?

A: To-date, 2.5m Galaxy Note7 devices have been manufactured and 1m had been sold globally.

Q: How many Galaxy Note7 devices have you sold in Canada?

A: We don’t communicate sales numbers by region.

Q: When can Galaxy Note7 owners expect new devices?

A: Samsung has identified the issue, fixed it and new Note7 phones will be available as soon as possible. Samsung’s first priority is to support customers who are participating in the Canadian Product Exchange for Note7 owners. As soon as we do that, customers will be able to buy new Galaxy Note 7 phones.

Q: I bought a Galaxy Note7 accessory with my device – can I have a refund?

A: Please contact your local carrier or retail partner where you purchased your accessory.

Q: What is happening to the devices that are being returned? Is there any risk of the information on my device being compromised?  

A: We are working with a third-party to facilitate the return process in the Canadian market.  This company will ensure they are maintaining the privacy of each and every Canadian consumer.  We recommend in the best interest of our consumers that they conduct a factory reset on their device prior to returning for the exchange process.  

Q: Why aren’t you providing a $25 gift card similar to the US?

A: The Canadian Exchange process is specific to the Canadian market and each Product Exchange process varies by country. 

Q: Is the problem with the phone itself or the battery only?
A: Your safety is our number one priority. There have been a small number of reported issues with the Galaxy Note7 battery globally. We have identified the issue and resolved it. We have launched a Canadian Product Exchange for Note7 owners in which we are offering Galaxy Note7 owners the opportunity to exchange your Note7 for a Galaxy S7, Galaxy S7edge or a new Galaxy Note7 and we are encouraging all of our customers to take advantage of it.

Q: Are media reports true? Is this a recall?
A: To date there are no confirmed Canadian incidents and the safety of our customers is our number one priority. While there have been only a small number of reported incidents globally, we realize that you may be concerned and we are doing everything we can to provide you with support.

The Canadian Product Exchange for Note7 owners offers Note7 owners the opportunity to exchange your Note7 for a Galaxy S7, Galaxy S7edge or a new Galaxy Note7. We encourage all customers who have a Note 7 to participate in the exchange.