Pictured above: Galaxy Note7 promotional banners in Jurong Point, photographed on October 16th.
Airlines across the Asia Pacific and Middle East regions are mirroring a ban started by the US Department of Transportation (DOT), the Federal Aviation Administration (FAA), and the Pipeline and Hazardous Materials Safety Administration (PHMSA). The US ban prohibits all Samsung Galaxy Note7 smartphones from air travel. This restriction was announced on October 14th (October 15th, Singapore time) and went into effect at noon, eastern time on October 15th (October 16th, Singapore time).
US Transportation Secretary Anthony Foxx explained, “We understand that banning these phones from airlines will be inconvenient for some travelers. However, the safety of everyone on board the aircraft is our top priority. This additional step is being taken because even a single fire incident during a flight poses a serious risk of severe injury and could endanger many lives.”
The Chairman of the US Consumer Product Safety Commission, Elliot Kaye, added, “The fire hazard presented by both the original and replacement Note7 models is too significant. Ignoring this official recall is simply not worth the risk. Consumers should take advantage of the remedies being offered, including full refunds. It’s the right thing to do, and more importantly, the safest.”
The possibility of passengers concealing their phones in checked luggage to circumvent the ban has been acknowledged by the DOT. The agency has stated that “any individual found in violation of the ban may face criminal prosecution and fines.” This stance clears the path for civil aviation authorities and airlines globally to enforce similar measures.
Airlines in the Asia Pacific and Middle East have started issuing their own bans on the Samsung Note7, many effective almost immediately. For example, Etihad announced their ban on Facebook:
“In response to the global recall of Samsung Galaxy Note 7 smartphones due to faulty lithium batteries posing a fire and combustion risk, Etihad Airways is implementing a total ban on these devices onboard its aircraft.
Passengers are prohibited from carrying these smartphones in checked luggage, carry-on bags, or on their person.
We regret any inconvenience this may cause, but the safety and security of our passengers and crew are of paramount importance.”
Singapore Airlines has implemented a ban on the Samsung Note7 for all flights starting October 16th, stating on their Facebook page:
“Due to the US Department of Transportation’s ban on the Galaxy Note 7 device, Singapore Airlines wants to inform customers that the Galaxy Note 7 smartphone will be prohibited on all flights. Effective October 16th at 0000hrs (Singapore Time), the device will not be allowed on board in any capacity, including being carried on a person, stowed in carry-on luggage, or packed in checked baggage.
Furthermore, the smartphone is banned from being shipped as air cargo. Passengers found with the device will be denied boarding.”
Comments on the Facebook announcement suggest some passengers were previously assured that they would be allowed to board return flights with the device.
Qantas, which initially allowed passengers to board with the Note7 turned off, has also implemented a complete ban for both Qantas and Jetstar passengers as of October 15th. The statement on their Facebook page reads:
“Effective 12:01 am (AEDT) Sunday, October 16th, 2016, Qantas and Jetstar customers are prohibited from carrying Samsung Galaxy Note 7 devices on ALL FLIGHTS. This ban encompasses carrying the device on board, in carry-on luggage, and within checked luggage. It is being enacted due to concerns about potential fire risks associated with the device’s battery, following a number of incidents globally and a ban implemented by regulators in other countries. Note that this ban only applies to the Samsung Galaxy Note 7; other Samsung devices are not affected.
Please be aware: this update supersedes the previous Qantas Group policy, which permitted the carriage of the Samsung Galaxy Note 7 provided it was switched off. A total ban is now in effect.”
These unprecedented measures are in response to reports indicating that both the original and replacement Samsung Galaxy Note7 devices have the potential to overheat and catch fire, even when powered off. A statement on Samsung’s Singapore site explains that Samsung is working with carriers to disseminate the US Department of Transportation’s new order to ban all Galaxy Note7 devices from both carry-on and checked baggage on flights.
The statement from Samsung Singapore, which does not address the situation of owners who were permitted to travel with their Note7 but may be unable to return with it, reads: “We have encouraged airlines to directly communicate similar information to their passengers. For Galaxy Note7 owners who will be flying and require a courtesy device, one can be obtained from the Samsung Customer Service Centre at Westgate or the Samsung Experience Store located in the Singapore Changi Airport Terminal 3 departure/transit lounge. For further assistance, consumers can reach us at 1800-SAMSUNG (7267864). We sincerely apologize for this inconvenience and are working diligently to expedite the exchange/refund program within Singapore.”
On October 14th, Samsung Electronics Singapore released details regarding exchange and refund options for customers who own Galaxy Note7 devices. Furthermore, they announced the halt of Galaxy Note7 sales and exchanges and the decision to cease production altogether.
An online statement from the company advises, “Customers with either an original Galaxy Note7 or a replacement Galaxy Note7 should power down their device and discontinue its use immediately. They should then take advantage of the exchange and refund options available to them, regardless of where they purchased their device, including telecommunication operators, consumer electronics stores, authorized retailers, the Samsung Official Store on Lazada.sg, or Samsung Experience Stores.”
Eugene Goh, Vice President of IT & Mobile at Samsung Electronics Singapore, expressed his sentiments: “We deeply regret the disappointment and frustration the Galaxy Note7 situation may have caused our valued customers and partners. At this time, our primary objective is to minimize any further inconvenience to our customers who have placed their trust in us and patiently awaited the Galaxy Note7.”
Galaxy Note7 owners have the choice to exchange their device for a Galaxy S7 edge 4G+, which comes with cash and additional benefits to be confirmed soon, or receive a full refund.
Starting October 26th, 2016, Samsung is directing Galaxy Note7 owners to their website, www.samsung.com/sg/note7exchange, to choose between an exchange or a refund and provide their information for free home delivery, an option available regardless of the customer’s decision.
Customers selecting the exchange option can choose their preferred Galaxy S7 edge 4G+ color, subject to availability. For Samsung Concierge subscribers who opt for an exchange, their Samsung Concierge service will be transferred to the Galaxy S7 edge 4G+. Those who choose a refund for their Galaxy Note7 will be refunded the S$38 Samsung Concierge fee.
To schedule an exchange or refund, customers need to provide the following information when logging in:
- Full name as it appears on their bank account
- NRIC or FIN number
- Mobile phone number
- Email address
- Home delivery address
Prior to the home delivery, all Galaxy Note7 users are required to back up their data using Samsung Smart Switch, delete all data and personal information stored on the device, and reset it to factory settings. Upon handing over their Galaxy Note7, customers will receive a check for the amount due to them, based on their choice of exchange or refund.
Currently, the company is finalizing a solution for customers who also purchased Samsung original Galaxy Note7 accessories. Further details will be released shortly.
For Samsung channel partners looking to discuss a remedy for their Galaxy Note7 stock, they are encouraged to contact note7partner@samsung.com.
Interested?
The Note7 FAQs for Singapore (PDF format) are available for your reference.
Additionally, there are steps on how to back up and restore data using Samsung Smart Switch. This process is simple and functions precisely as advertised; however, be aware that some data you might expect to transfer may not, so it is crucial to back up everything. You can read about my personal experience with an older version of Smart Switch.