The recall is a costly setback for Samsung, which was counting on Galaxy Note 7 to bolster sales as rivals such as Apple Inc launch new devices.
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Gartner analyst Tuong Nguyen said Samsung’s statements left many customers confused.
Samsung told The Verge that only about 130,000 Galaxy Note 7 units have been exchanged to date, which means that more than 85% of the Galaxy Note 7 units bought in the U.S. are still out there. We take seriously our responsibility to address your concerns about safety. Kaye said that now that the Consumer Product Safety Commission is involved, the recall procedure should be more streamlined.
Here are the facts: the CPSC has worked closely with us to develop, expedite and execute a plan to protect American consumers. However, other industry experts say Samsung’s relatively quick decision to tackle the battery issue and re-release the Galaxy Note 7 could also present an opportunity for the company to regain loyal consumers’ trust. To date, we have already exchanged a 130,000 units – a fast and meaningful start.
“Every time I charge my phone, I wind up reaching over and touching it to see if it’s getting warm”, Note 7 user Andy Shannon told CNNMoney on Thursday.
The second one is to exchange a Note 7 unit, along with the accessories that came with it, with a Galaxy S7 or Galaxy S7 edge. The battery cell issue is resolved.
Lithium-ion batteries in the phones have been overheating, leading to burns and explosions. Around 2.5 million Note 7 smartphones had been sold to that point, so isolating the problem became a priority.
Samsung received 92 reports of the phone batteries overheating, dozens of which caused injuries and property damage. While the company was previously offering to replace the phones, it will now offer consumers the choice of a replacement or a full refund. The video appears to be a response to that charge.
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According to Samsung, the problem affects 2.5 million phones globally, including one million in the US.
