Customers should seek a refund or replacement from their carrier or Samsung directly, Kaye said. Samsung previously listed phone numbers and emails for five major carriers in its Sept. 10 statement, which urged customers to power down and not charge the phones.
Samsung listed how to find the IMEI or serial number on the affected Note7 phones and how to check it online. The serial number is located at Apps>Settings>About Phone or General Management> Status>IMEI Information or Serial Number. Kaye said customers should also check the back of the phone for the serial number.
Samsung can be reached at 1-844-365-6197 if customers bought the phone from Samsung or if they have other questions.
A Canadian government agency issued an official recall earlier this week.
Jack Narcotta, an analyst at Technology Business Research, said the refund option provided by the CPSC recall order “would be among the worst-case scenarios for Samsung."
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