FAQ – Call back Samsung Note7

Important: Return only possible until December 15, 2016! 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

Only until December 15, 2016

  • 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) until December 15th, 2016 

    • You can return your Note7 directly in our Sunrise center – only until December 15th, 2016.
    • We will cancel your current device plan and you can select another new device.
    • If you choose for a new different device, we will credit you CHF 50 back on your Sunrise invoice as a thank you for your loyalty (only until 15th December 2016).
    • If you have already made payments for your Note7, we will credit you these amounts on your next Sunrise invoices.
    • If you do not bring back your Note7 by December 15th 2016, you will not be able to cancel your device plan and the offered credit will expire. In that case, the device plan will continue to run under the usual conditions. The use of the device is at your own risk. See below "What happens if I do NOT return my Note7 by December 15?"
  • Important: Should you fail to return your Galaxy Note7 by December 15, 2016, at the latest, we will assume that you have decided to keep your device. The following then applies:

    • You can no longer cancel your purchase of the Galaxy Note7. The device plan will continue as usual, and you will be billed your monthly installments according to your installment payment agreement.
    • If you return your Note7 before the end of the installment plan agreement or if you would like to exchange it for another device, we will cancel your device plan and bill you the outstanding installments of the Note7 device plan.
    • You use your Galaxy Note7 after December 15, 2016 at your own risk.
    • In the event of injury or property damage, Sunrise refuses to accept responsibility to the extent permissible by law if the cause of the injury or property damage can be traced back to the defective battery.
    • Support services will be discontinued, and repair services will no longer be offered. Due to the production stop, no more replacement parts can be delivered for the device, either.

    If you have any further questions about the Galaxy Note7, please contact the Samsung hotline at 0800 726 78 64 starting December 15, 2016.

    • We will contact you on the phone as soon as possible
    • We will cancel your current device plan and you can select another new device.
    • If you choose a new different device, we will credit you CHF 50 back on your Sunrise invoice as a thank you for your loyalty (only until 15th December 2016).
    • If you have already made payments for your Note7, we will credit you these amounts on your next Sunrise invoices.
    • We will contact you on the phone as soon as possible
    • We will cancel your current device plan and you can select another new device.
    • If you choose a new different device, we will credit you CHF 50 back on your Sunrise invoice as a thank you for your loyalty (only until 15th December 2016).
    • 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 choose a new different device, we will credit you CHF 50 back on your Sunrise invoice as a thank you for your loyalty (only until 15th December 2016).

  • 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.
  • 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.
  • Return your Note7 via post to Sunrise until December 15th, 2016

    • 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 choose a new different device, we will credit you CHF 50 back on your Sunrise invoice as a thank you for your loyalty (only until 15th December 2016).
    • If you have already made payments for your Note7, we will credit you these amounts on your next Sunrise invoices.
    • If you do not bring back your Note7 by December 15th 2016, you will not be able to cancel your device plan and the offered credit will expire. In that case, the device plan will continue to run under the usual conditions. The use of the device is at your own risk. See above "What happens if I do NOT return my Note7 by December 15?"

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.