Thứ Sáu, 16 tháng 9, 2016

Your Note7 has been recalled. What should you do now?

A Galaxy Note7 that was completely destroyed because of a defective battery.
A Galaxy Note7 that was completely destroyed because of a defective battery.

After weeks of urging consumers to return and exchange their Galaxy Note7 phones, Samsung, in partnership with the U.S. Consumer Product Safety Commission (CPSC), has officially recalled the phones over defective batteries that could potentially explode.

Up to 1 million Note7 phones sold are affected in the U.S., but only about 130,000 device owners have returned their devices.

Samsung's now diligently urging ordering all Note7 owners who purchased a phone prior to Sept. 15 to return the phone and get a replacement. So if you're one of those owners and haven't done so, please do. You really, really don't want your Note7 to accidentally incinerate your car, burn you or blow up on any planes or trains.

The recall has effectively declared affected Note7 phones extremely dangerous to own. 

One of the reasons why so many Note7 owners may not have returned their devices could be related to limited stock for replacements. There are many reports that replacements weren't available and some users may have been hesitant to get loaner S7 and S7 Edge devices until new shipments arrived.

The process for getting replacements was also confusing. Consumers trying to return their devices to carriers were either told they didn't have replacements and didn't know when there would be any, or told to contact Samsung, in which the Korean electronics giant would then tell consumers they'd need to contact their carriers.

That confusion has only frustrated Note7 owners more.

How to see if your Note7 is affected

Obviously if you purchased a Note7 prior to Sept. 15, you should return and exchange it. But perhaps you got one as a gift or you're reading this story at a much later date and want to know if you have a phone that could explode.

To find out, locate your IMEI or serial number (Apps > Settings > About Phone  or General Management > Status IMEI information or Serial number, or find it on the back of your phone) and then enter it into Samsung's database here.

Replacements coming by Sept. 21

Following the proper Note7 recall, Samsung now says it'll have replacements for the affected U.S. phones as soon as next week.

"To our Note7 owners, if you have not yet replaced your original Note7, please, please power it down and return it," Tim Baxter, Samsung Electronics America president and COO, said in an apology video. "New Note7 phones will be available for exchange no later than next Wednesday, Sept. 21. Visit Samsung.com for more information."

A source close to Samsung tells Mashable the company is preparing an ample supply to replace faulty phones.

"To those of you who love the Note, the most loyal members in our Samsung family, we appreciate your passion and patience," Baxter said. "We take seriously our responsibility to address your concerns about safety. And we will work every day to earn back your trust through a number of unprecedented actions and with the extraordinary support of our carrier partners, suppliers and United States Consumer Products Safety Commission."

U.S. Note7 owners have three options according to Samsung:

1. Exchange your current Galaxy Note7 device with a new Galaxy Note7 as approved by the CPSC available no later than Sept. 21, 2016; or

2. Exchange your current Galaxy Note7 for a Galaxy S7 or Galaxy S7 edge and replacement of any Note7 specific accessories with a refund of the price difference between devices; or

3. Contact your point of purchase to obtain a refund.

Additionally, Samsung's also throwing in a "$25 gift card, in-store credit, in-store accessory credit or bill credit from select carrier retail outlets" for those who exchange their devices as a consolation bonus for any trust lost.

Samsung's also provided websites and contact information regarding how to exchange Note7 phones at U.S. carriers (AT&T, Sprint, T-Mobile, Verizon, U.S. Cellular) and at Best Buy on its website as well.

What about stickers and software updates and new battery icons?

There are several reports that Samsung is labeling new Note7 with different batteries with an "S" sticker on the packaging, issuing software updates that limit the charging of affected Note7 phones to 60 percent and giving new phones green battery icons instead of white ones.

However, none of that will happen in the U.S. In a phone call, Justin Denison, senior vice president of product strategy and marketing at Samsung Electronics America told Mashable that there are currently no plans for those specific initiatives — which are being taken by Samsung in other regions — planned for America.

At the current time, the company is focusing on its protocols with the CPSC and checking if devices have faulty batteries through IMEI and serial numbers. 

All new Note7 phones including replacements will be verified through authorized sellers as safe through its database; Note7 phones with IMEIs or serial numbers that are flagged in the database as faulty will not be sellable.

Additionally, the company is using a multitude of channels and social media platforms, including sending customers emails and notifications via the Samsung Plus app, to blast the recall information. In addition, it has produced print and radio spots to get users to take the recall seriously.

Samsung is planning further initiatives, but declined to elaborate beyond the fact that they'll be forthcoming.

Denison reiterated to Mashable that the company is putting safety as its top priority.

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