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Lazada Philippines

Friday, September 2, 2016

Samsung Official Statement on World Wide Recall of Galaxy Note7

Samsung latest and most popular, Galaxy Note7 is being recalled for explosive battery cell issue. For the safety of world wide consumers, Samsung decides to stop production, selling, releasing and recall units of Galaxy Note7 until they pinpoint the cause and rectify the issue.


Here is their Official Statement....

Official Samsung statement on the Galaxy Note7

“Samsung is committed to producing the highest quality products and we take every incident report from our valued customers very seriously. In response to recently reported cases of the new Galaxy Note7, we conducted a thorough investigation and found a battery cell issue.

“To date (as of September 1) there have been 35 cases that have been reported globally and we are currently conducting a thorough inspection with our suppliers to identify possible affected batteries in the market. However, because our customers’ safety is an absolute priority at Samsung, we have stopped sales of the Galaxy Note7.

“For customers who already have Galaxy Note7 devices, we will voluntarily replace their current device with a new one over the coming weeks. We will provide further details on the process and timing of replacement as soon as possible.

“We acknowledge the inconvenience this may cause in the market but this is to ensure that Samsung continues to deliver the highest quality products to our customers. We are working closely with our partners to ensure the replacement experience is as convenient and efficient as possible.”

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For the Philippines Market, Samsung has finally issued the mechanics of
Galaxy Note7 Replacement Program:

Samsung is committed to ensuring that consumers have the highest quality devices in their hands. Due to the battery cell issue in the 35 cases reported globally, we are voluntarily replacing all Galaxy Note7 devices in the Philippines despite no cases being reported in the country.
Samsung Galaxy Note7 Voluntary Replacement Program Mechanics

The Galaxy Note7 Voluntary Replacement Program will run from October 01 to December 31, 2016. All Galaxy Note7 devices bought from authorized stores and telco operators in the Philippines on or before September 07, 2016 are covered by the replacement program.

1. To avail of the replacement program, all Galaxy Note7 device owners should bring the device, the full box, proof of purchase, and one (1) valid ID to the store where it was purchased. For devices purchased through Globe and Smart, owners should contact their telco operators’ hotlines or visit the closest telco operator store (See Smart and Globe Details Below). For those who bought from Lazada, owners should contact them directly.

2. The owner should surrender the device and the full box to the store and they will receive a brand new Galaxy Note7 of the same color sealed in a box at no extra cost.

3. The warranty period of the new device will be adjusted to reflect the date of the replacement.

4. If Galaxy Note7 owners are unable to visit the store where they have bought the device from, they can bring their device instead to the closest Samsung authorized Customer Service Center.

5. For Galaxy Note7 owners who have purchased their device in the Philippines and are now located in another country, please contact the Samsung Customer Service center in that country. You can find out the contact numbers by visiting www.samsung.com and selecting the country where you are located in.

Galaxy Note7 device owners also have the option to exchange their device with a Galaxy S7 edge instead.

1. Galaxy Note7 device owners can have their device exchanged with an S7 edge from September 10 – December 31, 2016. All Galaxy Note7 devices bought from authorized stores and telco operators in the Philippines on or before September 07, 2016 are covered by the replacement program.
2. To avail of the exchange, all Galaxy Note7 device owners should bring the device, the full box, proof of purchase, and one (1) valid ID to the store where it was purchased.
3. The owner should surrender the device and the full box to the store and they will receive a brand new Galaxy S7 edge sealed in a box. The store will reimburse any difference between the SRP of the Galaxy S7 edge and the Galaxy Note7. Reimbursement amount will be against SRP of Php39,990.
4. For devices purchased through Globe and Smart, owners should contact their telco operators’ hotlines or visit the closest telco operator store to have their Galaxy Note7 device exchanged for a Galaxy S7 edge.
5. The warranty period of the new device will be adjusted to reflect the date of the replacement.
6. If Galaxy Note7 owners are unable to visit the store where they have bought the device from, they can bring their device instead to the closest Samsung authorized Customer Service Center.
7. For Galaxy Note7 owners who have purchased their device in the Philippines and are now located in another country, please contact the Samsung Customer Service center in that country. You can find out the contact numbers by visiting www.samsung.com and selecting the country where you are located in.

Vaild IDs: Any government issued ID, company ID, school ID, or residence ID (condominium, village, etc).

Replacement Other Concerns:
Can I choose a different color?
No, we do not allow a change of colors.

Do I need to return all my accessories that came in the box, including the box itself?
Yes, Bring along the full box and all accessories.

Pre-order bundled items? Can I keep them?
Yes, you may keep any pre-order bundled item.

Don’t have Official Receipt? will still be accommodated.
Yes it will be processed but you must visit the store where you purchased the unit to validate the device and give you your new unit.

Galaxy Note7 is damaged (e.g. screen is broken)?
Can still avail of the voluntary replacement program.

Source: www.samsung.com/ph/note7replacement

Samsung’s Customer Service hotlines are as follows:
02 422 2111
Toll Free Globe: 1 800 8 726 7864
Toll Free PLDT: 1 800 10 726 7864

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Smart Communications Inc., on the other hand issued their own advisory regarding the matter:

SMART ADVISORY on SAMSUNG GALAXY NOTE7
Smart is fully aware of the reports about some user concerns on the new Samsung Galaxy Note7. Rest assured that the safety of our subscribers is our foremost priority.
In the light of the global announcement made by Samsung, Smart is taking the following actions:
1. We have stopped selling and releasing the Samsung Galaxy Note7.
2. We are requesting all our subscribers who purchased the handset from us to proceed to any Smart Store so we can assist them.

Please refer to the press release issued by Samsung: https://news.samsung.com/global/statement-on-galaxy-note7

Thank you very much.

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Globe Telecoms also issues advisory for the recall of Galaxy Note7:

You may have heard of Samsung's official announcement to voluntarily replace the Galaxy Note 7 of its customers. We're now working closely with them on the replacement process. So if you got a Note 7 from us, we'll take care of getting you a replacement as soon as Samsung provides the units.

You can also choose to replace your Note 7 with another device as long as it's available. We'll send you a text and call you directly within the next 3 days to know your preference.

If you want to keep using your Note 7, please keep safe by taking proper precautions, like using only the original battery charger that came with the unit.

If you have questions or clarifications, please get in touch with us via talk@globe.com.ph. To view Samsung’s official statement, visit http://news.samsung.com/global/statement-on-galaxy-note7.

Thank you!