Samsung opens more time slots for Note7 swop

Customers at the Samsung Experience Store in Ang Mo Kio Hub.
Customers at the Samsung Experience Store in Ang Mo Kio Hub.ST PHOTO: KUA CHEE SIONG

More time slots were made available yesterday for Samsung Galaxy Note7 users in Singapore to exchange their phones for new ones.

This was after customers faced problems booking a slot on the overloaded website last Friday.

Earlier this month, the South Korean electronics company began to recall the Note7 smartphone in the 10 countries where it was launched after reports of the phone's battery exploding or catching fire.

Note7 users in Singapore can exchange their phones for new ones of the same model and colour from this Friday till Oct 2. Yet when online booking opened last Friday, many users found themselves unable to log in due to high traffic.


But some want a full refund instead - which Samsung is offering in markets such as Australia and the United States. An online petition calling for a refund got over 280 signatures as of yesterday evening. One signatory is senior graphic designer Ken Tay, 42, who said: "I'm totally disappointed at how they treat us differently from the consumers in some countries."

Asked why a refund is not being offered here, Samsung replied: "Our Singapore exchange programme takes into consideration the local market operating conditions and processes, and it has been developed in order to be the most efficient and least inconvenient to our customers in Singapore."

Some Note7 users say Samsung should have been prepared for high traffic when registration began.

"I think the phone is a good phone. I am just angry at how Samsung Singapore handled the exchange process," said a 36-year-old administrative executive who wanted to be known only as Steven.

At least seven airlines, including Singapore Airlines, have banned passengers from switching on or charging Note7 phones on flights.

A version of this article appeared in the print edition of The Straits Times on September 12, 2016, with the headline 'Samsung opens more time slots for Note7 swop'. Print Edition | Subscribe