Details of the UK and Ireland Product Exchange Programme announced
Following news earlier this week that a number of new Samsung Galaxy Note7 smartphones have exploded while in use by customers, Samsung is warning customers not to charge the devices. Meanwhile, it has announced details of the UK and Ireland Product Exchange Programme.
The exchange of units will begin from 19 September 2016, yet customer services are warning customers not to charge the devices, as, according to one, “that is where the problem starts”.
A customer service operative told Smart Chimps: “Charging of the phone is where the problem begins, so we are discouraging using the phone in the meantime. You can make calls and use SMS, but we are discouraging use [until a replacement is received].”
The operative told Smart Chimps that users should revert to using their old device until their new one is delivered.
Samsung said in a statement on the debacle: “While there have been only a small number of reported incidents globally, Samsung is committed to prioritising the safety of customers. Samsung has identified the affected inventory and stopped sales and shipments of those devices.”
For UK customers who have Galaxy Note7 devices, Samsung, in collaboration with its partners and operators, is voluntarily replacing current devices with a new one. UK customers that have Galaxy Note7 devices will be contacted by the provider or operator from which they purchased the product in order to arrange their device exchange.
Conor Pierce, VP of IT and mobile at 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. We are encouraging customers to exchange their Galaxy Note7 by taking advantage of the Product Exchange Programme.”