11 October 2016

Samsung recalls Galaxy Note7 devices - again

Source: Samsung Singapore website.
Source: Samsung Singapore website.
A message on the Samsung US home page requests all Samsung Galaxy Note7 owners - with the original device or the replacement device - to power it down and contact their retailer or carrier while it investigates at least three media reports in the US of the replacement device overheating and catching fire.

At the time of writing, typing 'Samsung.com' for the author into the browser defaults geographically to the Samsung Singapore site,  which does mention the Galaxy Note7 product recall, but does not  carry this updated message as yet.

"The Galaxy Note7 Exchange Programme has ended. We thank you for your patience and support.
If you have yet to replace your Galaxy Note7, please contact 1800-SAMSUNG (7267864) for an appointment to exchange your device via home delivery or self-collection at Samsung Customer Service Centre @ Westgate #03-01 between 8 Oct to 6 Nov 2016," reads the statement on the Singapore site. Contacting all of its retail partners around the world and working out the new logistics is bound to take some time, however.

The statement updated October 10 on the Samsung US sote states:

"Samsung is working with the US Consumer Product Safety Commission (CPSC) to investigate the recently reported cases involving the Galaxy Note7. While the investigation is taking place, Samsung is asking all carrier and retail partners here and around the globe to stop sales and exchanges of the Galaxy Note7. Since the affected devices can overheat and pose a safety risk, we are asking consumers with an original Galaxy Note7 or a replacement Galaxy Note7 to power it down and contact the carrier or retail outlet where you purchased your Galaxy Note7."

According to the update, Galaxy Note7 owners may:
  1. Exchange your their Galaxy Note7 for a Galaxy S7 or Galaxy S7 edge and replacement of any Galaxy Note7 specific accessories with a refund of the price difference between devices; or
  2. Contact their point of purchase to obtain a full refund.
US customers who exchange a Note7 device will also receive a US$25 gift card, in-store credit, in-store accessory credit or bill credit from select carrier retail outlets.

The announcement is a blow to the company, which had been banking on Note7 sales to boost revenues and has already undergone an earlier replacement exercise involving as many as 2.5 million devices worldwide, according to media reports.  The company had been lauded for acting quickly when concerns about the original Note7 surfaced - suffering continued problems with the device is not likely to help its credibility, however.

Note: This author owns a Galaxy S6, so has a vested interest in whether her next phone upgrade will still be to another Samsung device.