Samsung has announced details of a product exchange programme for Galaxy Note7 owners. The announcement comes on the foot of reports last week that the company’s flagship phablet was experiencing battery problems up to and including catching fire and exploding.
Initial reports said 35 handsets had been affected, which was deemed sufficient to put a halt on global sales while the extent of the issue was assessed. The company since decided not to do a global recall but offer replacement handsets to concerned users.
Irish customers who have Galaxy Note7 devices will be contacted by their mobile operator from which they purchased the product in order to arrange a device exchange. Replacement devices will be available from 19 September.
Conor Pierce, vice president of IT & mobile of Samsung Electronics UK & Ireland, said: “The safety and satisfaction of customers is our top priority and by working closely with our partners and operators, we are taking a proactive approach to address the needs of Galaxy Note7 customers in the UK and Ireland. We are encouraging customers to exchange their Galaxy Note7 by taking advantage of the product exchange programme.”
Customers with Galaxy Note7 service related questions can also contact the Samsung customer service team on 01 6950367 or log on to http://www.samsung.com/ie/note7exchange/.
Existing Samsung users might be impressed by the speed of response from the South Korean electronics giant but no doubt the reputational damage it has suffered – particularly to one of its most high-profile devices – should put a dent in its sales.
The incident could also affect Samsung’s VR plans. Its Galaxy VR headset requres a smartphones or phablet and has been ever-present at product lanches since its release in November 2015.
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