Tuong H. Nguyen, an analyst with Gartner, said the high number of users keeping their Note7 handsets also appears largely due to general consumer satisfaction with how Samsung handled the recall quickly. "From a consumer perspective, this is a pretty good experience compared to other product and service issues you typically expect. There was some confusion and delays [initially], but once it was all squared away, I think they quickly and effectively addressed the problem" after the CPSC ordered its recall.
Under the recall, the CPSC advised owners of the affected smartphones to immediately stop using and power down the recalled Galaxy Note7 devices purchased before Sept. 15 to prevent further fires or injuries.
The Samsung Note7 has been sold through AT&T, Best Buy, Sprint, T-Mobile, U.S. Cellular and Verizon, as well as through Samsung and other websites from August 2016 through September 2016 for between $850 and $890.
Consumers are being urged to contact their wireless carriers or the store where they bought their phones for a replacement Note7 phone that is free of the defect or for a refund of their purchase price. Galaxy Note7 owners can also contact Samsung toll-free at (844) 365-6197 anytime or go online at www.samsung.com to replace their phone or arrange a refund, according to the CPSC.
Samsung had announced its own initial recall program on Sept. 2 before the CPSC recall.