Samsung’s recall of the Galaxy Note 7 started off as something relatively minor, but over the past several days, things have continued to escalate. With more reports of exploding devices every day and customers still not knowing about the recall, Samsung came under fire (pun intended) about how it had handled the recall. Now, the company has responded by making things official…
In a statement earlier today, the CPSC confirmed that it is working with Samsung to formally announce the recall as soon as possible. Apparently, the CPSC is working “quickly” to determine if Samsung’s current method of handling the situation, exchanging devices for new units with alternate batteries, is an acceptable method.
In the statement, the CPSC tells customers to power down, don’t charge, and stop using the device. We expect Samsung and the CPSC to reveal more information regarding the recall over the coming days.
On a related note, Samsung has also finally revealed more details about refreshed Galaxy Note 7 units. In response to FAA statements about the phone, Samsung has escalated its timetable for getting new Note 7s into the hands of US customers. The short story there is that new units should start arriving in the US next week.
We are aware of the Federal Aviation Administration’s statement about the Galaxy Note7. Consumer safety and peace of mind are our top priority. We plan to expedite new shipments of Galaxy Note7 starting from this week in order to alleviate any safety concerns and reduce any inconvenience for our customers.
To help customers better identify if their new Note 7 is from the fixed inventory, Samsung will also be placing a blue sticker with the letter “S” on the packaging. The company will also open up an IMEI database which customers can also use to ensure their device is not affected by the recall. So far both of these actions are only officially confirmed by Samsung Austrailia, but it should also be available for customers around the globe.
Samsung Confirms Engagement with Consumer Product Safety Commission in Response to Note7 Battery Issue
Company urges Note7 users to power down their devices and immediately participate in exchange program
RIDGEFIELD PARK, N.J. – SEPTEMBER 9, 2016 – Samsung Electronics America, Inc. today confirmed it has been collaborating with the United States Consumer Product Safety Commission (CPSC) following its global announcement of battery cell issues related to the Galaxy Note7. The ongoing engagement includes working with the CPSC on a voluntary corrective action plan to expedite a US recall of the product.
“Samsung continues to ensure that consumer safety remains our top priority. We are asking users to power down their Galaxy Note7s and exchange them now.” says Tim Baxter, president of Samsung Electronics America. “New Note7 replacement devices will be issued to exchange program participants upon completion of the CPSC process. In the interim, consumers can return their Note7 for another device.”
Although there have been only a small number of reported incidents, Samsung is taking great care to provide customers with the support they need. Samsung has identified the affected inventory and stopped sales and shipments of those devices. Customers who have Galaxy Note7 devices can replace their current device with a new device under the terms of the US Note7 Exchange Program.
The US Note7 Exchange Program offers consumers the following choices:
1. Exchange current Galaxy Note7 device with a new Galaxy Note7 (pending CPSC approval).
2. Exchange current Galaxy Note7 for a Galaxy S7 or Galaxy S7 edge and replacement of any Note7 specific accessories with a refund of the price difference between devices.
Select carrier and retail outlets will also provide customers, who prefer a replacement Note7, with a Samsung loaner phone to use until new Note7s are available.
Additionally, participants in the US exchange program will receive a $25 gift card or bill credit from select carrier or retail outlets.
“Our collaboration with the CPSC, carrier partners, and via our own communication channels is aimed at ensuring all Note7 users are aware of the issue and understand their options,” adds Baxter.
The terms of the CPSC approved recall will be announced as they are available.
Galaxy Note7 owners can contact or visit the retail outlet where they purchased their device or call 1-800-SAMSUNG to initiate a product exchange and to resolve any other questions or concerns.
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