The boxes are being offered as an option to U.S. consumers who purchased their phones from the company’s Web site. People who bought their Note 7s from mobile carriers should visit the carrier’s Web site for recall instructions, according to Samsung.
No word yet if the same arrangements are being made for Canadian customers.
However, Samsung Canada confirmed yesterday that Samsung has stopped the global sale of the Galaxy Note 7. Canadian consumers with either an original Galaxy Note7 or replacement Galaxy Note7 device should power down and stop using the device.
— Tim Mason (@ReGeeken) October 11, 2016
“At Samsung Canada, we remain committed to working with Health Canada, carriers and our retail partners to take all necessary steps to resolve the situation,” a notice from the company’s Web site said. “Canadian consumers with either an original Galaxy Note7 or replacement Galaxy Note7 device should power down and stop using the device.”
The notice said that details of the remedies available for Note7 customers, which will include a refund for the device, will be announced shortly. Samsung customers can dial 1-800-SAMSUNG or 1-855-747-6520 for more information.
“The team has been consistent in our resolve in putting consumers first and worked as quickly as possible,” said Paul Brannen, COO & EVP, Mobile and Enterprise Solutions. “We are committed to working closely with our carrier and retail partners to make this as easy as possible for consumers. We appreciate the support we’ve received over the past few weeks.”
Beginning Thursday, October 13th, Samsung Note7 owners can bring their device to the original Samsung or authorized reseller point of purchase, to:
• Exchange towards a Galaxy S7 or Galaxy S7 edge device.
• Receive a refund for the Note7 device and Note7 specific accessories.
For customers who purchased their Samsung Note7 on Samsung.com, a device refund will be offered upon return receipt of the recalled devices. Samsung Canada will email our online customers from Thursday, October 13th to provide them with details regarding the return process.
When a rash of complains and media reports about exploding Samsung smartphones surfaced beginning in August, the South Korean company rushed its engineers to determine the cause. The engineers could not replicate the exploding phone phenomena but the company initially said the problem was due to faulty batteries.
In September, Samsung decided to issue a recall for the Note 7s. The company, however, continued to ship new Note 7s loaded with batteries from a different supplier. Some of these units were shipped as replacements for handsets that had exploded.
A few days ago, customers complained that their replacement phones had exploded as well.
By Tuesday this week, Samsung announced it was ceasing production of the Note 7.
A report from the New York Times said Samsung’s market value plummeted by $17 billion as traded shares fell more than eight per cent – its largest drop since 2008. It has been estimated that Samsung could lose in excess of $10 billion because of the fiasco.
Even as it is still not yet clear what caused the phones to catch fire, Samsung is also facing another problem, this one concerns reports of its washing machines blowing apart.
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