It’s been three days since Samsung officially announced a global recall of the Galaxy Note 7 due to a battery defect that may cause the device to explode. Samsung’s official statement says:
Samsung is committed to producing the highest quality products and we take every incident report from our valued customers very seriously.
In response to recently reported cases of the new Galaxy Note7, we conducted a thorough investigation and found a battery cell issue. To date (as of September 1) there have been 35 cases that have been reported globally and we are currently conducting a thorough inspection with our suppliers to identify possible affected batteries in the market. However, because our customers’ safety is an absolute priority at Samsung, we have stopped sales of the Galaxy Note7. For customers who already have Galaxy Note7 devices, we will voluntarily replace their current device with a new one over the coming weeks.
We are working with our carrier partners to announce the details of the U.S. product exchange program as soon as today.
We acknowledge the inconvenience this may cause in the market but this is to ensure that Samsung continues to deliver the highest quality products to our customers. We are working closely with our partners to ensure the replacement experience is as convenient and efficient as possible.
US mobile operators have already laid out their own device exchange programs that range from giving a full refund for the device, accessories and the option of choosing another phone if a customer opts not to get a replacement Note 7 device.
Here in the Philippines, Smart and Globe has each made their announcements though not as detailed as their US counterparts:
I imagine that in the coming days, stories of frustration and agony from postpaid customers from both Smart and Globe will make circulation as the Note 7 exchange program will runt into some logistic and inventory problems. With some estimates placing the number of units to be recalled at 2.5 million while the units sold are at 1 million, replacing this much is no easy task.
Replacing a Note 7 thru a mobile carrier seems easy enough, how would it be like for those who bought their device through a retailer? How about those who bought it online like OLX, Widgetcity.com.ph and other retailers?
Stretching it a bit further, how about those who bought hand-me-down or “2nd hand” Note 7? Would they be able to have their device replaced by Samsung?