Samsung Gulf is offering Note 7 buyers three options, including refund, to replace their device despite no issues of battery catching fire in the UAE, sources close to the company told BAWS.
“The options are – exchange a Galaxy Note 7 for a new Note 7, exchange a Note 7 for a Galaxy S7 Edge or refund the full amount whether it is purchased from anywhere in the world with an original bill of purchase,” the source said.
Customers in the US have two options – exchange a Note 7 for a new Note 7 or exchange a Note 7 for a S7 Edge and replacement of any Note 7 specific accessories with a refund on the price difference between the devices, plus Samsung is giving Note 7 buyers a $25 gift card or credit off their carrier bill for their troubles.
Samsung issued a global recall of Galaxy Note 7 on Friday following reports in the US, Taiwan and South Korea of the phone exploding during or after charging.
The Korean company confirmed 35 instances where Note 7 devices caught fire: 17 cases each in the US and Korea and one in Taiwan.
“Customers are advised to go into the retailer they bought the device from or call Samsung Helpline on 800-7267864. Samsung will issue more clarity on the subject within the next few days on their website. There may be a delay in providing the free replacement of approximately three weeks,” the source said.
Customers are advised to back up their data before handing over the device for replacement.
The source said that Samsung takes customers’ safety more seriously rather than sales.
Samsung is committed to producing the highest quality products and take every incident report from its valued customers very seriously.
The company said it has not found a way to tell exactly which phones may endanger users out of the 2.5 million Note 7s already sold globally.
Models in China feature a different battery and are not being recalled by Samsung.
“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 customer experience is as convenient and efficient as possible,” source said.
Samsung Gulf has already pulled out the existing stocks from the market and the market is dry.
The Ministry added that for more inquiries, customers can contact its helpline on 600522225.