Note7 refund, exchange leave customers frustrated
The Samsung Galaxy Note 7 smartphone. Photo: Reuters
SINGAPORE — Samsung Galaxy Note7 users here have gone online to voice their frustrations at the manufacturer’s handling of the refund and exchange programme for the potentially explosive handsets, complaining of unclear guidelines, a lack of communication, and being bounced back and forth between Samsung and their telco.
Following the parent company’s decision to permanently shut down production of the ill-fated smartphone, Samsung Singapore announced on Wednesday that Note7 customers here would be able to get a full refund or exchange their handset for another device, with a refund on price difference.
The company, however, did not provide any information on when or how the refund or exchange would be conducted, saying it was in close discussions with its telecommunication operator and retail partners and details would be “provided soon”. “Samsung SG has been reactive rather than proactive, stonewalling rather than appeasing irate customers over this dud phone … Samsung SG was infinitely slow in offering full refunds when other countries like USA and China were already instituting it,” a user by the name of WS Fi said on Samsung Mobile Singapore’s Facebook page.
Most of the complaints by users were on the lack of details about when, where and how the affected phones could be exchanged or refunded. Many users who bought their Note7 devices on a contract plan with the telcos also questioned what would happen to their contracts.
“How about those who sign it with a contract and wish to have a full refund. Will the contract be void too?” a user by the name of Gary Ng asked on StarHub’s Facebook page. “The full refund is the price we paid when we recontract or the phone retail price?” another user, Kimberley Cheng, asked.
Several others also posted queries on refunds for Note7 accessories like charging stations and handset covers.
One Note7 user who went to Samsung’s customer service centre at Westgate seeking a refund or exchange said he was turned away, with the staff saying they had not been given “instructions to change or refund”.
Samsung Singapore clarified with TODAY that affected customers can only borrow temporary replacement phones at the Westgate outlet.
“Galaxy Note7 customers who require a courtesy device on loan (subject to availability of stock) can visit the Samsung Customer Service Centre at Westgate (Level 3) during operating hours. No payment is required for the courtesy device … Galaxy Note7 customers may hold on to the courtesy device until they take up our resolution for the Galaxy Note7 issue,” a spokesperson told TODAY.
The three telcos here said they are working with Samsung on the refund and exchange programme and will update customers in due course.
A StarHub spokesperson told TODAY returns have not yet begun: “We understand the concerns our customers have and we are keeping them updated throughout this process, by providing updates on our Facebook wall and through SMS. We seek our customers’ patience, as we work with Samsung on the remedies.”
“We are working with Samsung on the details and will provide updates to affected customers via Facebook and www.singtel.com/galaxynote7. We thank our customers for their patience,” a Singtel spokesperson said.
Meanwhile in the US, Samsung said yesterday it is offering up to US$100 (S$139) in bill credit to consumers who exchange their Note7s for any Samsung smartphone in the US, while those opting for an alternative brand will receive US$25 credit.
In its home market, customers returning Note7s were offered a coupon worth 30,000 won (S$37), while those who chose an exchange for another Samsung phone were provided an additional 70,000 won in mobile credit.
