http://www.samsung.com/my/note7updates/Latest update on Galaxy Note7Samsung Galaxy Note7 Pre-Order Owners to get full refund or exchange to another Samsung device12 October 2016 - With the recent reported cases involving the Samsung Galaxy Note7, Samsung Malaysia Electronics (SME) Sdn. Bhd. urges all pre-order owners of Samsung Galaxy Note7 to power off their devices immediately. Pursuant thereto, the option of refund or exchange to the Samsung Galaxy S7edge will be made available for the pre-order owners provided that they return their current Samsung Galaxy Note7 accordingly.
The pre-order owners will expect to be contacted from 13th October 2016 onwards by Samsung Customer Service, related mobile network operators or participating retail partners respectively on the details of the refund or exchange program.
For further inquiries, kindly contact Samsung Malaysia Careline at 1-800-88-7799. We apologize for any inconveniences caused.
Customer Guidance for Galaxy Note7 in MalaysiaWe are urging our customers with a Galaxy Note7, either the original device or the new replacement device, to follow this guidance and bring back their Galaxy Note7 for refund or exchange as follows:
Return Location : Place of purchase / pre-order collection
(Applicable for Samsung Experience Stores, Courts, Senheng and Lazada only)
Return Date : 17th October 2016 onwards
Note: Network operators (Celcom, Digi, Maxis, U Mobile, Yes) will be contacting respective pre-order owners on the details of the refund or exchange program from 17th October 2016 onwards.
Exchange Process (to Galaxy S7 edge):1. Customers are to return their Galaxy Note7 with the box.
2. Customers will receive a brand new Galaxy S7 edge with a cashback of RM300.
3. The cashback process must be accompanied with a copy of IC and copy of bank statement.
4. Cashback of RM300 will be done via bank transfer.
5. Any original Samsung accessories for Galaxy Note7 purchased from Samsung Experience Store and Participating Retail Partners can be returned for a refund at place of purchase with proof of purchase.
Note: This offer is not valid for any other promotions of Galaxy S7 edge.
Refund Process:1. Customers are to return their Galaxy Note7 with the box.
2. The refund process must be accompanied with a copy of IC and copy of bank statement of the customer’s.
3. Refund will be done via bank transfer for a total of RM2,879.10 (pre-order price).
4. Any original Samsung accessories for Galaxy Note7 purchased from Samsung Experience Store and Participating Retail Partners can be returned for a refund at place of purchase with proof of purchase.
Note: Purchases made during pre-order came with a Samsung wireless charger and battery pack. As these are complimentary gifts, customers are not required to return them.
For additional questions, you can also call Samsung Customer Careline at 1800 88 7799.
Frequently Asked QuestionsFind your answers here.
Can I continue using my Galaxy Note7?Customers who have a Galaxy Note7, either the original device or the new replacement Galaxy Note7 device, should power down their phone and proceed to the place of purchase to exchange for a Galaxy S7 edge, or get a full refund.
Before returning their Galaxy Note7, customers should back-up their data, complete a factory reset to delete personal information and power down their device.
Should you have any enquiries, kindly contact Samsung Customer Careline at 1800-88-7799.
I participated in the Galaxy Note7 Exchange Program. Is my replacement of Galaxy Note7 affected?Yes. This applies to the original and replacement Galaxy Note7 devices.
What is the problem with the Galaxy Note7?We are working with relevant regulatory bodies to investigate the recently reported cases involving the Galaxy Note7. We remain committed to working diligently to resolve the situation. Consumers with either the original Galaxy Note7 or the replacement Galaxy Note7 device should power down and stop using the device and take advantage of the remedies available.
Are there any other Samsung phones impacted?No. This is only related to the original device and replacement Galaxy Note7 devices.
I have seen in media reports that Samsung stopped to produce Galaxy Note7. Is this true?Yes, Samsung has stopped production of Galaxy Note7.
When will Samsung produce Galaxy Note7 devices again?Samsung has stopped production of Galaxy Note7.
What if I bought it overseas and brought it to Malaysia?If you have purchased your Galaxy Note7 from another country, please call Samsung Customer Careline 1800-88-7799 for further assistance.
What if I bought it in Malaysia but am now residing in another country, how can I perform the exchange or refund of my unit?Please contact the Samsung Customer Service Center at your residing country for the information on the local exchange process. We assure you that we will be assisting all Galaxy Note7 customers in the exchange or refund, regardless of your residing country and the country from where you purchased the device.
My Galaxy Note7 is functioning well and I’m happy with it. Do I still need to replace it?Yes. Please power down the device and visit the place of purchase for exchange or refund.
I am unable to return to my place of purchase for the exchange or refund. What should I do?Kindly contact Samsung Customer Careline at 1800-88-7799.
What happens to the Galaxy Note7 units after you have collected them back?We will ensure that the original Galaxy Note7 devices are handled safely and in accordance with local laws and regulations.
How can you expect customers to trust you now?Right now, our focus is on working with our customers to exchange or refund their devices at no cost to them as quickly as possible. We hope this worldwide replacement program demonstrates to our customers how much we value their trust and how it is our intent to always do what’s in the best interest of the safety and satisfaction of our customers. We also recognize the expectations our customers have for us to provide innovative, exciting and high-quality products, and we will continue to strive every day to exceed those expectations. We remain committed to meeting the highest standards of excellence for our products.
Exchange Process (For customers of Samsung Experience Stores and Participating Retail Partners)How do I make an exchange to the Galaxy S7 edge?Kindly visit the original place of purchase of your device from 17th October 2016 onwards, and bring your device with the box.
For exchange made in Samsung Experience Stores and participating retail partners, you will be given a cashback of RM300.
If you have bought your Galaxy Note7 from a network operator, you can contact the respective network operators for more details about your exchange process.
Can I still exchange if I have lost some of my accessories or the box?Yes. You only need to bring the Galaxy Note7 device with the box.
My Galaxy Note7 is damaged (cosmetic/water/screen/functional damage),am I still eligible for the exchange process?Yes, you are still eligible for the exchange.
Can I exchange to another product of Samsung?Sorry, you are unable to exchange to another product.
I’ve attached accessories on my Galaxy Note7, such as screen protector. Am I entitled for a refund for the accessories purchased?Yes, we will refund the original Samsung accessories purchased from the Samsung Experience Stores and participating retail partners.
Kindly return the original accessories with its proof of purchase.
In order to expedite the exchange process and to ensure minimal waiting time for all customers;
- Do backup your data before your appointment day in your PC using Smart Switch PC.
More details can be found at
http://www.samsung.com/my/support/smartswitch/- Alternatively, you can transfer your files to the microSD card in your device using Smart Switch Mobile.
I purchased Samsung Smart Care (Samsung Extended Warranty/Samsung Screen Protection/Samsung Screen Protection Plus) for my Galaxy Note7. Will these packs be transferred to my new Galaxy S7 edgeYes, these will be transferred to your new Galaxy S7 edge.
Previously Samsung provided Galaxy Note7 Screen protection warranty, can it transferred to my new Galaxy S7 edge?Yes, this will be transferred to your new Galaxy S7 edge.
My Galaxy Note7 is currently in the service center, how do I get my exchange to the Galaxy S7 edge?Please collect the Galaxy Note7 from the service center, and bring it to the place of purchase along with the items described above for the exchange process.
Refund Process (For customers of Samsung Experience Stores and Participating Retail Partners)How do I get a full refund?Kindly visit the original place of purchase of your device from 17th October 2016 onwards.
You will need to bring the following;
a) The Galaxy Note7 device with the box (you can keep the accessories that came with the device);
b) Photocopy of NRIC; and
c) Photocopy of Bank
If you have bought your Galaxy Note7 from a network operator, you can contact the respective network operators for more details about your refund process.
I’ve lost my purchase invoice/ receipt of my Galaxy Note7. Can I still get the refund?Yes, you are still eligible for the full refund provided you bring along the items mentioned above.
My Galaxy Note7 has got cosmetic/water/screen/functional damage, can I still get the refund?Yes, you are still eligible for the full refund.
Do I have to return the FREE items which came together with the pre-order (wireless charger stand, battery pack)No, you can keep them.
My Galaxy Note7 is currently in the service center, how do I get my refund?Please visit the service center and you will be refunded from service center accordingly.
Refund and Exchange Process (For customers of mobile network operators)I purchased my Galaxy Note7 from network operator (Digi, Maxis, Celcom, U Mobile and Yes). How do I get my replacement?Please contact the respective operator from 17th October 2016 onwards for details of the refund or exchange process.
thanks bro, i think this is good and clear enough guidance and clarify most of the doubt ......
Oct 14 2016, 05:44 AM
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