Why Are Samsung Galaxy Note 7 Users Not Replacing Their Devices?


The exploding batteries of Samsung Galaxy Note 7 hit the headlines after 2.5 million devices were already sold. There were about 35 complaints till September 1st, which quickly scaled up to 92, including 26 reports of burns and 55 complaining about property damage. As a damage control effort, Samsung immediately announced the recall of Galaxy Note 7 devices and urged all current users of Samsung Galaxy Note 7 to replace their devices.

Despite the company officially asking users to replace their Note 7 devices, it is surprising to see that Note 7 owners are not much happy with this request. So what’s exactly keeping Galaxy Note 7 owners from parting way with their Note 7 phones?

Samsung Galaxy Note 7: A Serious Threat to Life

The damages caused by Samsung Galaxy Note 7 are no more limited to just device burns. There have been reports of some serious issues of a jeep getting burned down and also that of a hotel room getting damaged due to the blast in this device. After such incidents, the Federal Aviation Administration (FAA) issued a statement banning this device in aeroplanes or any checked-in items of baggage. Just one day after the FAA statement, the Indian Government also issued a public notice to impose the ban on the device on September 9, 2016. This came as a huge blow for the Indian market which is touted as the second largest smartphone market in the world.

Samsung decided to halt the distributions of Galaxy Note 7 as soon as the complaints hit the newsroom. It made an official safety recall on September 15, 2016. According to the company, the devices sold after September 15th do not have the cell issues that were causing explosions. They have also launched a tool on their website for Note 7 users to check whether the device is eligible for exchange or not. Currently, Samsung is also working on an OTA update for the device which will limit the battery charging capacity to 60 percent to prevent the device from reaching the point that can cause an explosion.

Here Comes The Twist

Although the issue is so grave, there has been a small 13 percent decline in the device usage since the recall date. It looks like even the exploding batteries somehow failed to separate Galaxy Note 7 and its owners! Moreover, swapping 2.5 million devices is not an easy task.

Initially, Samsung announced the recall on September 2, stating that the company will voluntarily replace the devices with news ones. However, they did not mention whether it was safe to continue using their device or not. Only after a week, the company asked the users to turn down the power completely. Also, initially they did not mention the list of selected carriers and retail outlets where the users can get a replacement!

Samsung Galaxy Note 7 adoption

The exchange/return rate is seriously lower than the adoption rate which is a major concern for the company. Users are highly ignoring the recall, being under the impression that it won’t happen to them. As a matter of fact, it can happen to anyone. Another reason for this is probably the delayed availability of the replacement devices. It has been reported that the new Galaxy Note 7 replacement devices will be available in the US in all stores no later than September 21, 2016, after which we can hope for maximum users returning or exchanging the affected devices.

The replacement may kick off in the other countries later than the U.S., which means users of Galaxy Note 7 in other countries will not be getting the replacement anytime sooner. In anticipation of such delay and uncertainty, users are intentionally risking their lives.

Samsung Galaxy Note 7: Damages Are Done

Over a period of time, Samsung has built trust in its customers with its service and flagship products like Galaxy S6, S6 Edge and Galaxy S7, S7 Edge. The immediate step taken by Samsung to halt the distribution and sales of the faulty devices has been very effective in controlling the matter but failed to stop the explosions as they did not mention that using the device is unsafe. It has been considered as a technical glitch in an electronic device. Even after the reported incidents, the adoption rate kept on increasing. When the recall was made, the adoption rate dropped slightly, but it soon picked up real fast. The matter has also affected Samsung’s Korean market where its shares fell by 7% on 12th September, decreasing its market capital by over $14 billion.

“Consumer Safety is always our highest priority. Our collaboration with the CPSC to fast-track a voluntary recall in the U.S. addresses safety concerns by ensuring we reach Note 7 owners quickly to exchange their devices. We are asking owners to act now by powering down their Note 7 device and receive a replacement device or a refund through our exchange program.” said Tim Baxter, President of Samsung Electronics America.

The measures adopted by Samsung to reduce the effect of the glitch on the company as well as the customers are highly commendable. The steady adoption rate of this device stands testimony to the fact that Samsung has handled the situation very effectively without losing much of its goodwill for the device. However, the issue is a lesson for Samsung on the effects of ignoring certain criteria like quality testing, and focusing more on being competitive.

However, like always your safety is your responsibility. So, it is strongly recommended to power down the Note 7 and follow Samsung’s safety recall without any further delay.

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