The company confirmed its investigation as it advised its 51,060 Australian Galaxy Note7 buyers to turn off the handsets immediately and return them to stores as a precaution overnight, as part of a costly and unprecedented worldwide recall.
The tech giant also revealed it would provide free “courtesy” smartphones to Australian Galaxy Note7 buyers from Wednesday, and would offer refunds to those unwilling to wait up to a month for a repair or replacement.
Samsung Australia issued the advice just before midnight, recommending users backup their data and turn the potentially dangerous phones off, return them to the company, and “use an alternative device until a remedy can be provided”.
The world’s leading smartphone maker also said it was “currently investigating a small number of reported incidents” in Australia, which had yet to be confirmed as caused by faulty batteries in the Note7 smartphone.
Samsung said it received 35 reports of the Note7 catching fire in South Korea, the United States, and Taiwan in the fortnight following its launch.
Samsung Electronics Australia mobile vice-president Richard Fink said the “voluntary” recall was issued as a precaution to protect its customers.
“The safety and ongoing satisfaction of our customers is our top priority,” Mr Fink said.
“We know our Galaxy Note7 customers are our most loyal customers and we are taking a proactive approach to support them.
The unprecedented worldwide recall of 2.5 million Galaxy Note7 smartphones is expected to cost more than $1 billion.
The unprecedented worldwide recall of 2.5 million Galaxy Note7 smartphones is expected to cost more than $1 billion.
“We are asking customers to contact Samsung or their place of purchase to arrange a suitable courtesy smartphone or refund.”
Samsung Galaxy Note7 users who purchased their phones directly from Samsung are advised to contact the company on 1300 362 603 to organise a “courtesy device” or refund, with new Note7 devices expected to be available “within three to four weeks”.
Note7 buyers who bought their phone from other stores, including phone carriers, were advised to contact them to organise interim devices, replacements or refunds.
Telstra, Optus, and Vodafone will participate in Samsung’s repair and replacement program, and Telstra will offer loan phones and the choice to swap handsets with no early termination fee.
The unprecedented worldwide recall of 2.5 million Galaxy Note7 smartphones is expected to cost more than $1 billion and will come at a difficult time for the tech firm, with rival Apple expected announce a new iPhone later this week.
