Business Technology

Sunday 4 December 2016

More heartache for Samsung Note 7 owners as An Post say they won't return phones

Published 12/10/2016 | 13:37

A Samsung Note7 phone set up in a laboratory in South Korea for a test. REUTERS/Edgar Su
A Samsung Note7 phone set up in a laboratory in South Korea for a test. REUTERS/Edgar Su

An Post has warned that those returning Samsung Note7 phones may not use the Irish postal service or DHL, with which it partners.

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Following the global fiasco that saw Samsung pull the plug on its flagship phone after reports of exploding batteries, Ireland’s main postal service says it will not handle the devices for safety reasons.

“We have checked with DHL and they have advised that they will not handle faulty items, including the Note7,” said a spokesman for An Post.

The warning puts more pressure on Irish phone users who may have bought the device online or who live in rural areas.

An Post’s move follows a ban by the Royal Mail and its express service ParcelForce on handling Note7 phones.

And it comes after Samsung Ireland issued an apology to customers and announced a helpline (01-6950367) for those who need advice on what to do next.

“To all of our Galaxy Note7 customers, we are truly sorry that we have not met the high standard that you expect from Samsung,” said the statement from Samsung.

“We advise all existing Note7 customers to stop using your device, back up your data, and switch it off. We are currently working with our channel partners across the region to put in place a replacement programme which will allow you to exchange your Note7 for a Galaxy S7 or S7 edge. When you exchange your device you will be refunded the difference in price. Alternatively you can obtain a full refund. We would like to reassure you and all our Samsung customers that the Galaxy Note7 is the only device affected.”

Thousands of Irish mobile phone users could be in line for a refund.

A spokeswoman for Ireland’s biggest operator, Vodafone, said that customers who purchased a Note7 can get a refund whether in or out of a contract.

She said that if a customer took out a new contract with the purchase of a Note7, that contract may now be cancelled if the customer wishes.

For those who got a Note7 on an upgrade with a contract extension, Vodafone will cancel the contract extension period at the customer’s request.

A spokeswoman for 3 Ireland said that it will operate on a similar basis.

There are estimated to be no more than 2,000 people in Ireland who purchased Note 7 devices. Mobile operators sold the device chiefly on a pre-registration basis, as the first recall occurred before the phone went on general sale in shops here.

However, there is an unknown number of phone users who bought the phone overseas or online. Those people will likely face longer waits for refunds.

Investors wiped nearly €20bn off Samsung Electronics' market value on Tuesday as its shares closed down 8pc, their biggest daily percentage decline since 2008.

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