Following the announcement that it will be offering a refund for Galaxy Note7 pre-order customers or an option to exchange it for the Galaxy S7 edge, Samsung Malaysia has released detailed customer guidance to those affected.Samsung urges customers with the Galaxy Note7 regardless of it being the original device or a replacement to stop using the device and shut it down. The device should be sent back to the place of purchase for a refund or exchange.
The return location is the original place of purchase, or location for pre-order collection.
The return program starts from 17 October onwards and is applicable for all Samsung Experience Stores, Courts, Senheng and Lazada purchases.
For network operators (Celcom, Digi, Maxis, U Mobile and Yes), they will be contacting respective pre-order owners regarding the refund and exchange program from 17 October 2016 onwards.
Details of exchange process:
- Customers are to return the Galaxy Note7 with the original box.
- Customer will receive a brand new Galaxy S7 edge with the addition of a MYR300 cashback.
- The cashback process must be accompanied with a copy of IC and and bank statement.
- The cashback will be done via bank transfer.
- Any original Samsung accessories for the Galaxy Note7 purchased from Samsung Experience Store and participating retail partners can be returned for a refund, at the place of purchase with proof of purchase. This includes screen protectors, casing, chargers and more.
Note: Even if you’ve lost some of the accessories, you can still get the Galaxy Note7 exchanged. Similarly, if your Note7 has cosmetic, water, screen or functional damage, it is still valid for the exchange process.
Also, if your Note7 has screen protection warranty, this will be transferred to your new Galaxy S7 edge.
Details of refund process:
- Customers are to return the Galaxy Note7 with the original box.
- The refund process must be accompanied with a copy of owner’s IC and copy of customer’s bank statement.
- The refund will be done via bank transfer for a total of MYR2,879.10 (pre-order price).
- Any original Samsung accessories for the Galaxy Note7 purchased from Samsung Experience Store and participating retail partners can be returned for a refund, at the place of purchase with proof of purchase.
Note: Pre-order purchases came with a Samsung wireless charger and battery pack. These do not need to be returned as they are complimentary gifts during the pre-order promotion.
For additional queries, you can contact Samsung Customer Careline at 1800-88-7799.
Samsung is doing its utmost best to get the trouble-ridden Note7 off the streets. The entire debacle, including the refund and exchange program affects over 2.5 millions devices worldwide. This is said to cost Samsung US$3 billion in total, but nothing more damaging than the dent to consumer confidence and its brand image.
Source: Samsung Malaysia
