Since first spotting the signs of Samsung’s Galaxy Note 7 being pulled from sale, we’ve been keeping abreast of the developments for users both locally and internationally. This morning we set out to explain the current situation and put some perspective on what has thus far been a well-handled issue by Samsung.
While we wait for further updates from Samsung Australia on the specifics of the return/exchange program they will be offering we may just have some insight into what that will entail thanks to the details of the USA program being announced.
In a statement from Samsung USA ,the following details were revealed.
The U.S. Product Exchange Program will offer consumers the following choices:
1. Exchange current Galaxy Note7 device with a new Galaxy Note7 (available next week)
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.
As a gesture of appreciation, consumers will receive a $25 gift card or bill credit from select carrier retail outlets when choosing a Galaxy S7 family device or the Galaxy Note 7 within the exchange program.
Galaxy Note 7 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.
You’ll notice that the option of a full refund is not addressed here, it seems that in the USA they will not currently be offered that option.
For people choosing to exchange their Note 7 for a new device, these exchanges may commence in the USA from next week. We wouldn’t expect Australian exchanges to start at the same time due to the global demand for replacement devices. With Samsung already reeling under the demand for Note 7’s producing enough devices to meet the global exchange requirements as well as new sales will be an interesting challenge to watch.
We hope Samsung does not recommence sale of the Note 7 in any market, until they have either replaced, exchanged or refunded all handsets currently in the market (or those they can find) or have sufficient stock to meet both the new sales and replacements demand worldwide. This is a global issue and customer in one country would not take kindly to having an ‘affected unit’ whilst those in other countries can buy one new in store.
For those who opt to exchange their device for a Galaxy S7 or S7 Edge Samsung will refund the purchase price difference as well as replace any note 7 specific accessories. It’s unclear if this includes 3rd party accessories, and if it does what they will be replaced with.
Samsung will also be gifting US Note 7 customers with $25 USD gift card or carrier bill credit as a gesture of appreciation for choosing a S7 or Note 7 device for replacement.
Overall it is still early in the process, however we can expect that the Australian program will follow similar lines. We are staying in close contact with Samsung Australia and will work with them to bring you the latest in local developments as they arise.
Do you have a Note 7? Is it having any issues? Let us know below.