Samsung making all-out efforts to recall Note 7

By Lee Min-hyung

Samsung Electronics is making all-out efforts to recall all Galaxy Note 7 handsets as soon as possible, as the company hopes to prevent further reports of the device exploding while being charged from tarnishing its brand image.

The world’s largest smartphone maker by shipments delayed resumption of the 5.7-inch handset from Wednesday to Saturday in Korea, as part of its efforts to encourage recalled Note 7 users to replace their handsets with new ones.

Samsung Electronics explained Sunday the decision came as local Note 7 users are relatively slow to replace their devices, compared with other markets such as the United States and Singapore where more than 50 percent of recalled Note 7 users returned their devices in just two days. In Korea, it took five days for more than half of presold Note 7 customers to join the exchange program.

“Samsung is doing its utmost to make sure mobile carriers have enough Note 7 devices in stock, as the company hopes to finish the recall as soon as possible,” a telecom industry source said. “The company is offering incentives for retail stores of the nation’s three mobile carriers ― SK Telecom, KT and LG Uplus ― to finish the bulk of the recall within this month.”

Samsung Electronics offers 20,000 won ($18.05) per each replaced device, as part of the incentive for each mobile retail store. The company will also offer an additional 20,000 won for each replaced Note 7 to any retail store exchanging more than 80 percent of the recalled devices sold at the store by the end of this month.

But some retail stores are expressing complaints over the move, as workers there have a tough time dealing with customer complaints.

A retail industry source said: “It is impossible for Samsung to distribute the new Note 7 devices to the nation’s retail stores in a day, so some customers have to wait to get the new one. In this process, they complain to store managers, putting them under a growing burden.”

The incentives Samsung offered go to retail store owners, putting staff under growing stress to resolve the aftermath of the recall, said the source.

Samsung Electronics issued an apology Sunday for delaying the resumption of sales here, pledging to minimize customer inconvenience.

“We confirmed the sales resumption on Oct. 1 in Korea, delaying four days from Sept. 28,” said the company. “Preorder buyers, who have yet to pick up their devices, will get a new one by Wednesday.”

Owners of recalled Note 7s are advised to visit retail stores or Samsung Digital Plaza to replace their devices with new ones as soon as possible, said the company.