Samsung Note7 Recall Update: How to ID a Non-defective Handset
It's harder to say whether the Note7 itself will recover as quickly as the company, said King. "The problem appeared so soon after the Note7's launch that there wasn't much time to establish its brand. While reviews of the new device were almost laudatory, the battery issues have dealt the Note7 and Samsung a substantial setback. How injurious it actually is remains to be seen." Another analyst, Tuong H. Nguyen of Gartner, told eWEEK that the original battery fire problems and the recall efforts that follow "may derail the initial momentum" of the Note7's original Aug. 19 launch in the United States, but that he doesn't expect a long-term impact for Samsung from consumers. At the same time, he said, "It's very hard to predict consumer sentiment and reaction." Samsung, the CPSC and major mobile carriers recently announced that Galaxy Note7 smartphone owners can begin exchanging their now-recalled phones for new non-flawed devices starting Sept. 21, according to an earlier eWEEK story. Some 1 million Note7 smartphones were recalled Sept. 15 by the U.S. Consumer Product Safety Commission after at least 92 battery fires or explosions were reported with the new phones due to a defect in the handsets' batteries. The recall, known as Recall No. 16-266, applies to all Samsung Galaxy Note7 smartphones sold before Sept. 15, 2016, according to the agency. The move comes because "the lithium-ion battery in the Galaxy Note7 smartphones can overheat and catch fire, posing a serious burn hazard to consumers," the agency said.Under the recall, the CPSC is advising owners of the affected smartphones to "immediately stop using and power down the recalled Galaxy Note7 devices purchased before September 15, 2016" 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, the agency said. The CPSC recall, which applies to about 1 million phones, is being conducted in conjunction with Canada and Mexico, according to the agency. 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. "The recalled devices have a 5.7- inch screen and were sold in the following colors: black onyx, blue coral, gold platinum and silver titanium with a matching stylus," the CPSC recall announcement states. "Samsung is printed on the top front of the phone and Galaxy Note7 is printed on the back of the phone." Consumers can determine whether their Note7 phone has been recalled by checking the IMEI number on the back of the phone or the packaging, and entering the IMEI number into an online registration page on Samsung's website or calling the company. The U.S. government recall comes after Samsung received 92 reports about Note7 batteries overheating in the United States, causing 26 reports of burns and 55 reports of property damage, including fires in cars and a garage, the agency said. Note7 owners will also receive a one-time $25 credit on their mobile phone bills under the terms of the recall. Samsung had recently been in talks with the CPSC to create plans and procedures for a formal recall of the Note7 devices. Reports of fires and explosions with some of the phones began shortly after their late August release, according to a previous eWEEK story. Earlier in September, Samsung announced that it was voluntarily recalling and replacing the handsets for users.
AT&T issued a statement telling its customers that it will have supplies of new CPSC-approved Note7 phones with non-defective batteries starting no later than Sept. 21 under the terms of the CPSC recall campaign. The carriers can also provide loaner Samsung Galaxy S7 smartphones to customers who need to use another phone until new inventories of Note7 handsets are received. Or customers can choose refunds for their recalled Note7 handsets or an exchange for any other phones.