Oct 12, 2016

Samsung apologises for customer inconvenience

Samsung Electronics today issued new safety advice to all Galaxy Note7 customers in the UK with original and replacement devices to stop using the device, back up your data and switch it off.

Samsung Electronics confirmed it is currently working with its channel partners across the region to put in place a replacement programme which will allow Galaxy Note7 customers to exchange their Galaxy Note7 for a Galaxy S7 or S7 edge. Customers that exchange will be refunded the difference in price or alternatively, they can obtain a full refund.

Details of how the exchange programme will work will be communicated through Samsung’s website and directly to each customer on a regular basis.

In the UK, all Galaxy Note7 owners will be offered one of the following:

• Exchange the Galaxy Note7 for a Galaxy S7 or Galaxy S7 edge with a refund of the price difference
• Obtain a full refund

Conor Pierce, Vice President of IT & Mobile Samsung Electronics UK & Ireland, commented:

“Our absolute priority is the safety of our customers – that’s why we are asking all Note7 customers to stop using your device, back up your data and switch it off.

“To all of our Galaxy Note7 customers, we are truly sorry that we have not met the high standards that you expect from Samsung. We thank you for your patience during this time and apologise for the inconvenience we have caused.

“We remain committed to working diligently with appropriate regulatory authorities to take all necessary steps to resolve the situation. Right now, our single-minded focus is on exchanging all Galaxy Note7 devices swiftly and efficiently to minimise any risk to consumers. If you have questions, please contact us on 0330 7261000 (Monday to Saturday: 9am to 6pm, Sunday: 10am to 6pm) and we will help you.”