As Samsung gears up to handle the Galaxy Note 7 recall crisis, US federal officials are not too pleased with the way the Korean smartphone maker has tackled the situation. Federal officials have expressed concern over the company opting not to follow traditional procedures according to which a recall that involves safety issues are handled in collaboration with the US Consumer Product Safety Commission (CPSC).
Feds say Samsung's move to launch its own global exchange programme to replace the Galaxy Note 7 for a new one or a new Galaxy S7/S7 Edge is worrying as consumers may not understand the full implications of such a recall. When companies recall such consumer products in the US, working with the CPSC guarantees and acts as a safety net as consumers are explained in detail the risks of continued use of a product as well as their rights.
In this case, however, it is unclear if Samsung is explaining these risks to the consumers. Besides, technically Note 7 is illegal to be sold anymore as it is a product under investigation.
"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 Note 7," says Consumer Reports director of electronics testing Maria Rerecich. "We are particularly concerned that phones continue to be available for sale today" she said.
Additionally Consumer Reports, a consumer rights group, has also raised concerns about how the Korean giant is handling the Galaxy Note 7 recall and has urged it to work with the CPSC. Its main concern is that the Galaxy Note 7 can still be purchased from third-party retailers and re-sellers, which is a matter of great concern. Moreover, although Samsung has said it will replace all Galaxy Note 7 phones, it has declined to state whether consumers can safely continue to use the device before replacements are ready.