ENTERTAINMENT

Samsung To Refund, Replace Every Galaxy Note 7 In Australia

51,000 devices in Australia are being recalled after exploding battery issue.

06/09/2016 6:43 AM AEST | Updated September 6, 2016 07:00
Kim Hong-Ji / Reuters
The Note 7 has been recalled.

Samsung Australia will refund or replace the 51,060 Galaxy Note 7 phones in Australia, as part of a worldwide recall of the new devices after isolated reports of exploding batteries.

The global recall was announced last week, and on Monday night the company's Australian arm advised customers of their options. Retailers pulled the brand new phones, only released in August, off shelves after overseas reports that some phones were catching fire when plugged in to charge. After a few days of waiting, owners of the new phones found out what their options were.

"Samsung Electronics Australia advises all customers who use a Galaxy Note7 smartphone to power off their device, return it to its place of purchase and use an alternative device until a remedy can be provided," the company said in a statement.

"Customers who have purchased a Galaxy Note7 from Samsung are entitled to a new Galaxy Note7 (and a courtesy device until replacement Galaxy Note7 stock arrives) or a full refund. The delivery of a replacement Galaxy Note 7 to customers is expected within three to four weeks."

"Alternatively, customers who have not purchased a Galaxy Note7 from Samsung can approach their place of purchase to discuss their remedy options."

The company gave no further information as to the "courtesy device" that customers would be provided with, but added that they would be available from September 7.

The statement gave little further information on the fault experienced by some users, but in a FAQ section on its website, Samsung claimed " there was an issue within the battery cell. An overheating of the battery cell occurred when the anode-to-cathode came into contact which is a very rare manufacturing process error."

"The global failure rate is extremely low. Samsung Australia is currently investigating a small number of reported incidents."

"The safety and ongoing satisfaction of our customers is our top priority," Richard Fink, Vice President IT & Mobile at Samsung Electronics Australia, said in the statement.

"We know our Galaxy Note7 customers are our most loyal customers and we are taking a proactive approach to support them. We are asking customers to contact Samsung or their place of purchase to arrange a suitable courtesy smartphone or refund."

For more information, customers can contact Samsung customer service on 1300 362 603 or visit samsung.com/au/galaxynote7-notice

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