FAQ – Call back Samsung Note7

Important: on January 27th, 2017, Samsung will reduce the battery capacity of all Samsung Note7 devices to 0%! Due to the battery problems, Samsung has decided to discontinue the production of the Galaxy Note7 and call back all Note7 on the market. If you have purchased a Note7, you will find the most important information and the details on how to proceed below.

I have ordered my Note7 directly with Sunrise

Important: on January 27th, 2017, Samsung will reduce the battery capacity of all Samsung Note7 devices to 0%!

  • Note: Samsung will reduce the battery capacity of your Samsung Note7 to 0% on December 27th, 2017! We strongly recommend you to return your Note7 to Sunrise as soon as possible.

    You have to return your Galaxy Note7 as soon as possible to Sunrise.

    Return your Note7 by visiting one of our Sunrise shops (Sunrise center)  

    • You can return your Note7 directly in our Sunrise center.
    • We will cancel your current device plan and you can select another new device.
    • If you have already made payments for your Note7, we will credit you these amounts on your next Sunrise invoices.
  • Your device insurance for the Note7 will be cancelled and the amounts you have already paid will be refunded to you on the next invoices.
  • With Sunrise Freedom, we bill you separately for device and subscription. Therefore, you can continue to use your mobile subscription or SIM card, even with a different device.

    If you have already made any payments for your Note7, we will credit you these amounts on your next Sunrise invoices.

  • If you have purchased any Note7 accessories at our Sunrise sales outlets, return them via our Sunrise shops and we will refund you the cost. (only until 15th December 2016).
  • If you have already got the Gear VR glasses from Samsung, you can keep them – they are yours. This VR model can also be used with an S7 or S7 edge device.
  • Note: Samsung will reduce the battery capacity of your Samsung Note7 to 0% on December 27th, 2017! We strongly recommend you to return your Note7 to Sunrise as soon as possible.

    Return your Note7 via post to Sunrise

    • The shipping box you received from Sunrise contains everything you need for the return, including the return postage. On the return form, please state “Note7 Call Back” as the reason for the return.
    • Place the Note7 with the form in the box and return it by mail.
    • We will cancel your Note7 device plan and contact you by phone so that you can select another new device.
    • If you have already made payments for your Note7, we will credit you these amounts on your next Sunrise invoices.

I have ordered my Note7 through a retailer (mobilezone, Media Markt, etc.)

  • Sunrise cannot exchange devices purchased from retailers (such as mobilezone, Media Markt, etc.).
  • You will be contacted directly by the respective dealer and informed about further steps.
  • If you have already made payments for your Note7, we will credit you these amounts on your next Sunrise invoices.

I have ordered my Note7 directly through Samsung

  • Sunrise cannot exchange devices purchased directly from Samsung.
  • Send the device back directly to Samsung. For more information, please refer to the Samsung website or contact the Samsung customer service hotline: 0800 726 78 64.
  • Your Sunrise Freedom subscription is not affected. So you can still use your SIM card and subscription with another device.