State of Samsung: On the Galaxy Note 7 and beyond

What's true, what's not and what to do if you're affected by the recall

There's been a lot of noise lately surrounding the Galaxy Note 7 recall, so here's a simple roundup of the essential facts you need to know as a Samsung customer.

Q&A time

1. I have a Samsung Galaxy Note 7. What do I do?

Turn off your device (making the requisite backups beforehand) and surrender the whole package with the box and full accessories. Head to the original Samsung distributor or point of sale you made your purchase from. Enquire about your eligibility for a loan device in the meantime while you wait for your replacement and ask for a firm date. The date a replacement unit will be available will differ from country to country.

2. Can I get a refund for my purchase?

You will need to contact the Samsung careline, but if you urgently need your case resolved an in-person appearance at the nearest official Samsung support centre is your surest bet. Customers have reported delays in getting feedback on their enquiries via phone or email.

3. Help! I'm out of the country and can't return the phone to the original purchasing point. What do I do?

You'll have to call Samsung directly to see if any arrangements can be made for your location. This will be on a case-by-case basis so see what the careline can do for you.

4. I don't have a spare phone. Can't I just use the device until the new ones arrive?

No, Samsung requests you power off the device and return it. There is an OTA update you can download that will prevent your battery from charging to more than 60 per cent but it's an imperfect solution. Best just return it and request a loaner unit.

5. I heard a Samsung Note 7 exploded in a child's hands. 

No, it was a much older model, with a removeable battery, namely the Samsung Core Prime. There are no other details as to why the phone burnt up so it's too soon to make any assumptions.

6. I heard a Samsung Galaxy S7 and Samsung Galaxy S7 Edge burnt up too! Are all the new Samsung phones unsafe?

Yes there was an incident of a Samsung S7 burning up, caught on CCTV. And a man is filing a lawsuit after suffering third-degree burns from an overheating S7 Edge. These seem to be isolated incidents, but if your Samsung phone seems to be heating up more than usual, send it into your nearest service centre for a check.

7. What caused the Samsung Galaxy Note 7 issues?

Preliminary findings by Samsung in a report to the Korea Agency for Technology and Standards are that it's likely due to a battery flaw. Apparently pressure on plates inside the battery cells caused negative and positive poles to connect to each other, generating excessive heat. Samsung says it needs more time to pinpoint the exact cause of the flaw.

8. Will my replacement unit be safe?

Samsung has identified the affected batteries and their sources, so the new phones should be free of the flaw. If in doubt, you can exchange the Galaxy Note 7 for another model.

9. Did Samsung pay you to write this?

Nope, we just like a world that's safe from exploding phones. Please replace your Samsung Note 7 and share our vision.