Not happy with the way Samsung is handling the Note 7 recall

Following days of heavy rumors, Samsung has moved in to quell fears about the safety of the Note 7. The company assured that only a very small number of devices pose a risk and announced a worldwide recall program, “out of an abundance of caution.”

While some have praised Samsung for acting decisively in the interest of customers, not everyone is happy with the way the Note 7 recall program is being conducted.

Consumer Reports, a respected US-based consumer rights organization, said Samsung should have conducted an “official recall” together with the Consumer Product Safety Commission (CPSC), a US government body that oversees consumer products recalls.

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Consumer Reports says that a CPSC-sanctioned recall would have made it illegal to sell the Galaxy Note 7 in the United States until the remediation of the problem. The consumer rights group said that it identified stores that still had the Note 7 on sale on Friday.

“Samsung should immediately initiate an official recall with the Consumer Product Safety Commission given the serious nature of the safety problem it identified with the Galaxy Note7,” said Maria Rerecich, Consumer Reports director of electronics testing. “We are particularly concerned that phones continue to be available for sale today.”

An official recall entails providing customers with clear steps to get their devices replaced, something that Samsung has not done, according to Consumer Reports.

Samsung announced yesterday that US Note 7 buyers would be able to get Note 7 replacements from next week. Alternatively, customers can get Galaxy S7’s or Galaxy S7 Edge’s and receive refunds for the price difference. Samsung asked customers to contact their retailer or call 1-800-SAMSUNG to initiate the exchange.

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It’s not the first time Consumer Reports goes after Samsung. In July, the organization conducted tests on the Galaxy S7 Active and found that the phone did not live up to Samsung’s water resistance claims. Following the report, Samsung said it identified and fixed a problem in the manufacturing process of the S7 Active.

Talking to Recode, a CPSC official said that an official recall would have ensured that customers understand the risks of using the Note 7. The Commission will still like to see an official recall, the unnamed official said.

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