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Galaxy Note 7 Latest: permanently recalled, 96 incident reports, $100 exchange credit, and more

By Shawn Knight
Oct 13, 2016
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  1. Samsung couldn’t have scripted the last month and a half any worse. Shortly after launching its new Galaxy Note 7 smartphone in August, Samsung delayed further shipments and ultimately issued an official recall with help from the US Consumer Product Safety Commission on September 15 due to faulty batteries that could overheat and catch fire.

    The South Korean electronics giant asked buyers to return their original Galaxy Note 7 handset in exchange for one with a battery deemed safe for use. It wasn’t long before reports began to surface that replacement handsets were also catching fire.

    The US Consumer Product Safety Commission on Thursday once again recalled the Galaxy Note 7 just a couple of days after Samsung permanently halted production, closing the door on what was likely Samsung’s best smartphone to date.

    It’s an unprecedented and unfortunate mishap no matter how you slice it.

    For Samsung and its shareholders, it’s a sobering setback considering the company had just got its smartphone business back on track following a rocky patch during the Galaxy S5 era and was in an excellent position to compete against other flagship smartphones this holiday season. The Galaxy Note 7 received rave reviews and was even recognized as having the best display ever on a mobile device from DisplayMate.

    It’s also hard not to feel bad for the unlucky consumers that suffered property loss or sustained injuries as a result of devices catching fire. Some may even view it as a black eye for the mobile industry as a whole, especially as sales of smartphones continue to slow due to both saturation and stalled innovation.

    So, where does that leave us today?

    The US Consumer Product Safety Commission says there have been 96 reports of batteries overheating in the US alone including 23 since the September 15 recall announcement. Samsung received 13 reports of burns and 47 reports of property damage associated with the Galaxy Note 7.

    First things first – if you have a Galaxy Note 7, discontinue use and turn it in immediately. Continuing to use the phone not only puts you and your family at risk for harm, but others as well. What if you live in an apartment complex and the Note 7 you refused to give up catches fire and kills someone? Do you really want that on your conscious (not to mention the possible legal ramifications)?

    What’s more, now that Samsung has recalled the smartphone, how do you expect to get updates for it in the future short of jailbreaking it? Seriously, don’t risk it.

    Galaxy Note 7 owners that elect to exchange the device for another Samsung smartphone can receive up to a $100 bill credit from select carrier and retail outlets. Those that have already done so are eligible to receive up to a $75 bill credit in addition to the $25 previously received. Optionally, you can choose to exchange your Galaxy Note 7 for another brand of smartphone or get a full refund. Either way, you’ll still receive a $25 credit for your troubles.

    More information on the refund and exchange process can be found by visiting Samsung’s website.

    The recall was initially expected to cost Samsung as much as $1 billion but in the wake of the second recall and production stoppage, that figure has swelled to at least $2.3 billion based on a recent regulatory filing.

    Far more worrisome, however, could be the damage done to the company’s reputation. In a recent survey of 1,000 Samsung customers, Branding Brand found that 34 percent said they would not purchase another smartphone from the brand.

    With the Galaxy Note 7 sidelined, one has to wonder if Samsung is making plans to expedite the arrival of the Galaxy S8 or if the company is content to stick to precedent and hold it back until Q1 2017. I suspect there’s simply not enough time to get the Galaxy S8 to market for the holidays but moving its launch up a month or two into the January – February window certainly seems plausible, all things considered.

    Lead image courtesy TechRadar

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  2. ikesmasher

    ikesmasher TS Evangelist Posts: 2,557   +862

    I think the consumers will feel better if they wait and investigate to make sure all new devices are 100% safe, a release this year will surely result in press saying "samsung rushed galaxy release".

    Seeing as they apparently dont know the cause either.....
     
  3. texasrattler

    texasrattler TS Booster Posts: 105   +27

    Yes lets rush another product out to fix a product that was rushed to beat a competitor to launch. Haven't they learned that is what got them there in the first place. Don't rush something. Take the beating and learn from it. You scr*wed, we all know it, move on and do it better for the next phone.
    Samsung isn't done by a long shot, plenty and I do mean plenty of ppl will buy their next phone. What needs to happen is more quality testing. I still would like to know how some reviewers never found any such problems and it was just CONSUMERS who got the issue. I somehow doubt that. Some even had it weeks before the launch which is fairly common but they didn't have a issue, yea right?

    This likely just shows you that some sites reviewed and had time with it but still gave it a positive rating when it shouldn't have. I do not believe that sites had no such issues and it was only consumers that had them. Don't by that for a second.
    Whether Samsung paid for those reviews or not, couldn't say but I wouldn't be shocked otherwise who wouldn't say anything if they were paid not to or were told don't worry these issues will be fixed by launch.

    I love Samsung but some things don't add up. This wasn't just a bad battery, there had to be some software problem also otherwise the replacement ones wouldn't have gone bad.
     
  4. ikesmasher

    ikesmasher TS Evangelist Posts: 2,557   +862

    maybe reviewers didnt find the issue because less than a hundred phones out of millions ended up having the issue actually come to this point, and there arent near that many reviewers?
     
  5. texasrattler

    texasrattler TS Booster Posts: 105   +27

    That's only what has been told to the public. 96 is just the US. God knows what the real number is. Computers have had battery recalls and they don't even affect the bottom line in most cases. HP, Toshiba etc... have all had battery recalls even some has caught fire. In one year a few years back I think it was HP that had something 500,000 battery recalls. A lot, yes but did most even know or hear about it. Nope. This very site even did a article on it. Didn't even make a headline in most places.
    So by you saying it's just less than a hundred which isn't even accurate but even if it was, some reviewers would have got the issue. Also it's likely all the Note 7's suffer from this, even more so if software is the root problem.
    So bad testing (shocker) was done and even some sites likely knew there was some issue but said nothing whether they were told to or were told that the issues would be fixed, should have still said something. They didn't.
     
  6. ikesmasher

    ikesmasher TS Evangelist Posts: 2,557   +862

    even if the number was 1000, the point still stands. If it was more than 1000 alot more of them would have been reported, as a galaxy note 7 user is typically someone who uses their phone and social media extensively.

    Its insane this didnt come up in testing, but its certainly not something samsung knew about and paid reviewers to ignore, and its very believable that a revewier wouldnt have had any issue remotely like this in the short span they were using it to write a review.

    The odds of any reviewer having this issue with so few cases are INCREDIBLY low. like, a fraction of a percent.
     
  7. texasrattler

    texasrattler TS Booster Posts: 105   +27

    How is it even possible that this did not come up in testing, wasn't done, wasn't done long enough or simply was rushed. Either way, that's bad. It's alrdy been said that Samsung did rush the Note 7 to beat Apple out even changed the name from 6 to 7.

    That's the point we don't know the actual number and may not ever. Reviews can be paid, we alrdy know that and manufacturers have paid for reviews we know that too. So it's not say that it didn't or did but it is very possible to have happened.
    They way it all happened would lead to believe some sites knew or suspected, still said nothing. Maybe they couldn't or would have got in trouble if they breached whatever contract they had. Fair enough. After all, Samsung is the one in trouble.
     
  8. Skidmarksdeluxe

    Skidmarksdeluxe TS Evangelist Posts: 6,505   +2,054

    It's unfortunate this happened and it could've happened with any manufacturer but it won't stop me from buying future Samsung phones. I'm just sorry it wasn't Apple that it happen to.
     
  9. Squid Surprise

    Squid Surprise TS Guru Posts: 866   +276

    The number of issues that resulted in burning/exploding smartphones was a tiny percentage of the total sales.... to expect that a reviewer would have this issue would be about the same odds as winning the lottery...

    The fact that there was a general recall and discontinuance of the product is probably indicative that the longer the phone runs, the more likely that it will have a battery issue (most issues probably just pertain to overheating, shutdowns, etc, not actual explosions). Since reviewers only have a device for a week or 2 at the most, your post is laughable...
     
  10. Theinsanegamer

    Theinsanegamer TS Guru Posts: 374   +329

    never underestimate the problems that arise once millions of people get your product. If they had 1000 people use the note 7 for a moth to test it, there is a very high chance that this problem wouldnt occur. Anybody who has worked in industry knows that doing extensive Q and A on millions of devices is both fiscally and physically impossible to do in any reasonable amount of time.
     
  11. Kibaruk

    Kibaruk TechSpot Paladin Posts: 2,511   +503

    I think this will only slow down future purchases, there won't be that many early adopters of new phones, people will either wait for it to be deemed safe by social media or just go with another brand if they are in a hurry. Either way it's not good for Samsung.

    And no one has even talked about the 2,3 billion hit.
     
  12. Darth Shiv

    Darth Shiv TS Evangelist Posts: 1,622   +377

    Yeah well since they don't know the cause, it's hard to say they rushed the release. You don't know what you don't know. The Li-ion battery tech is really advancing fast and it's no surprise something came up that hasn't happened in the past. Like shrinking CPU die processes, some physics effects become more prominent etc when scaling small.
     
  13. Kibaruk

    Kibaruk TechSpot Paladin Posts: 2,511   +503

    That's exactly the point, they should know the cause, the device didn't magically self assembled itself or materialized out of nothingness.
     
  14. Squid Surprise

    Squid Surprise TS Guru Posts: 866   +276

    We might not be able to prove they rushed the note 7... But we can certainly prove that they rushed the replacement "fix"....
     
  15. Archean

    Archean TechSpot Paladin Posts: 5,682   +86

    Samsung need not to push products out of the gate just to beat Apple to the 'market', instead, they should focus on quality (I.e. software / hardware), which will in turn increase safety for users as well. Having said that, I got rid of my Note 5 few weeks ago (mainly because its modem struggled to switch from 4g to 3/2g in weak signal areas due to poor driver I guess, resulting in significant battery usage even on idle), and couple of weeks ago my Lumia 1520's microphone went kaput after serving for nearly 3 years. So now there is no Note 7, I'm trying to figure out which will be next best option ......
     
  16. Phr3d

    Phr3d TS Booster Posts: 241   +43

    Humbly offer that you can get real nice Note 2's for nothing - still love mine, Otter case, 3rd battery, lol

    j/k, I know I am Samsung's nightmare customer, and I could not care less about OS updates (or top 4g speeds).
     

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