Samsung initiated its washing machine recall for six top load models in 2013 but three years later, almost 20% of the machines have not been reworked, replaced or refunded. In September of this year, Samsung also stopped the sale of its Galaxy Note7 devices.
January:
There were several reports filed with the United States Consumer Product Safety Commission (CPSC) on potentially lethal Samsung top load washing machines. A Samsung Australia spokesperson confirmed with Appliance Retailer that the six top loader models in Samsung’s local product recall were only sold in Australia and New Zealand, and therefore do not relate to the overseas cases.
March:
Samsung increased efforts to address customers affected by its washing machine recall by developing a new inspection program, recruiting additional engineers and extending its ‘Urgent Detergent’ campaign.
The new inspection program aims to assess the reworked washing machines that have not been previously inspected to ensure the rework was carried out correctly. As part of the program, Samsung will contact at least 32,000 affected customers to invite them to participate in the inspection program and to again offer them either a refund or replacement washing machine.
A specialised team of 30 engineers has been recruited by Samsung to assist in carrying out the new inspection program. A Sydney, NSW based call centre has also been established to support customers through the inspection program.
September:
Halt sale of Galaxy Note7
Samsung stopped all sales of its Galaxy Note7. In a company statement Samsung was unable to know conclusively whether any of the Australian Note 7s have been affected. Also, the company said the global failure was “extremely low” with only 35 reported instances as at September 1. For customers with the device, Samsung will provide a resolution of their choice including replacement, repair or refund over the coming weeks. Those affected can fill in a form on the company’s website.
All Samsung Galaxy Note7 smartphones purchased from Telstra, Vodafone and Optus are affected as well as retail stores including Samsung retail and online stores, JB Hi-Fi, Harvey Norman, The Good Guys and websites including Kogan.
Recall initiated
Over 51,000 Galaxy Note7 smartphones are being recalled by Samsung Electronics Australia. The company is advising customers to return the device to where it was purchased where they can either receive a full refund or arrange for a courtesy smartphone until the delivery of a replacement model when new stock arrives within three to four weeks. In the US, consumers in the product exchange are being offered at $25 gift card or bill credit.
The recall is understood to affect one million devices already sold in 10 countries including the US, but not China where a different battery is used. The batteries cannot be removed by the user, a design feature to make the phones waterproof and slimmer. Two Galaxy Note7 smartphones are said to have been affected by the battery issue in Australia.
Replacements available from September 21
Samsung Electronics Australia has confirmed replacement stock of the Galaxy Note7 smartphone will be available to customers in Australia from September 21, following the voluntary step to exchange or refund smartphones due to isolated battery cell issues.
Samsung Electronics Australia vice president IT and mobile, Richard Fink said, “We would like to thank our loyal customers for their patience, and apologise for the inconvenience. We have been working hard to get the Galaxy Note7 back in the hands of our customers to continue to enjoy.”
“Our number one priority is the safety of our customers, which is why we have worked hard to provide new replacement Note7 devices as quickly as possible. We appreciate our customers’ continued support as we start to deliver this new stock to operators and retailers around the country from September 21,” Fink said.
October:
Devices urged to be powered down
In conjunction with relevant regulatory bodies, Samsung Electronics is currently investigating the recently reported cases involving the Galaxy Note7. A statement from Samsung Australia read, “As a precautionary measure, we recommend that customers power down their Note 7 device and take advantage of the remedies available whilst these investigations are taking place.
“Customers in Australia who have a Galaxy Note7, both an original device purchased before 5 September, 2016 or a new replacement device, should power down their phone and contact their original place of purchase.
Devices prohibited on flights
Multiple airlines have prohibited the carriage of Galaxy Note7 devices on-board international and domestic flights for both carry-on and checked baggage. Airline passengers will not be permitted to take a Galaxy Note7 on a flight, either switched on or turned-off.
Samsung is urging customers who have a Galaxy Note7 to power down their phone and contact their original place of purchase for a remedy; either an exchange or full refund.
November:
Software update
From November 5, 2016, Samsung Electronics Australia will deploy a software update to replacement Galaxy Note7 devices that were issued in Australia. The software update is part of Samsung’s ongoing safety measures to recover all affected Galaxy Note7 devices.
The software update will automatically download and install to all replacement Galaxy Note7 devices to limit the smartphone battery to a maximum charge of 60%.
December:
Services discontinued
Samsung Electronics Australia is working with local telecommunications operators to discontinue Australian network services for Galaxy Note7 devices that are still being used in Australia. The network discontinuation will commence from December 15 and is part of Samsung’s ongoing safety measures to recover all affected Galaxy Note7 devices.