Samsung is busy offering exchanges for faulty Note 7 phones after issuing a major safety recall of faulty internal batteries. As customers continue to return these devices to retailers around the world, Samsung has given each consumer the option of replacing with another Note 7, swapping with a Galaxy S7 Edge (plus accessories), or a full money-back refund.
So far, early reports indicate that Note 7 users are staying loyal to Samsung. Samsung’s own website shows that “around 90 percent of Galaxy Note7 users” are staying with the Note 7 as their replacement device. This is good news for Samsung, as initial Galaxy Note 7’s sold through at a strong rate.
DJ Koh, President of Mobile Communications Business at Samsung Electronics, says “We are humbled by our customers’ loyalty to the Galaxy Note 7 device.” Although Samsung did not immediately admit to faulty batteries, once they did, the replacement program rolled out quickly. The new devices were quickly shipped to retailers for the customers requesting a hardware swap.
If the replacement devices work without any additional problems, Samsung could potentially save face and keep those loyal customers, as well as their shareholders, happy with the way they handled the dire situation.