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Mon 17 Oct 2016 10:00 AM

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Samsung loyalty strong in Dubai as half swap Galaxy Note 7 for S7 Edge

People without a receipt asked to call a Samsung hotline

Samsung loyalty strong in Dubai as half swap Galaxy Note 7 for S7 Edge

Fifty percent of the Samsung Galaxy Note 7 owners in Dubai have opted for a swap with Samsung Galaxy S7 Edge instead of claiming a full refund, a senior executive with Jacky’s Electronics told Arabian Business.

Samsung announced on Tuesday last week that it will stop manufacturing Note 7s less than two months after its launch with reports suggesting the brand will take a hit.

In Dubai, users have shown brand loyalty, sticking with the South Korean’s company’s S7 phone series.

The UAE Ministry of Economy said last week that Galaxy Note 7 owners can get a refund if they return the phone to the place of purchase. It also urged the people to stop using their Galaxy Note 7 phones and shut it down.

“The initial figures are close to 50 percent but this changes day by day,” Jacky’s Retail Chief Operating Officer Ashish Panjabi said.

Samsung has not disclosed the number of Galaxy Note 7 handsets sold in the UAE, but Jacky’s said it sold thousands of devices during the initial launch and again during the recent Gitex Shopper event.

Panjabi said the number of refunds have been in hundreds so far and are expected to increase going forward.

Besides offering a full cash and credit card refund, the retailer has rolled out a ‘swap’ option that includes a Galaxy S7 Edge along with the differential amount paid back in cash.

No timeline has been set for completing the exchange process, but the idea is to expedite the process, Panjabi said.

He advised that handset owners without receipt should call 800-Samsung, who will log their details and call them back once a procedure is put in place.

“Any retailer who doesn’t agree is falling foul of the Ministry of Economy’s rules and any such cases can be escalated to the Ministry of Economy or the Consumer Protection Department of the Department of Economic Development,” he said.

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abraham berin 2 years ago

I was made to go back and forth between EROS and the Samsung brand shop in midriff city centre to get a exchange. Fellow Samsung note 7 users beware the process would take a long time. EROS refuses to refund the amount for the note 7 specific accessories. The people at Samsung brand store say they may help but you would have to wait until fresh stock arrives. And they canvas you to take a bundle pack where you will not get any refund.

Havent note 7 users here suffered enough especially people who do not have a spare phone right away. Recall after recall the level of disappointment with Samsung grows higher.

I still dont get how us the UAE users of Samsung are any different from users in the USA, where everything note 7 related gets replaced. Being treated indifferently is now making me think of abandoning Samsung all together.

Telcoguy 2 years ago

Because consumer protection laws in the UAE are different.

joe Schmolov 2 years ago

Abraham, in the US they have something called litigation, consumer rights, no win - no fee lawyers, class action lawsuits
This should be enough for any company to pay up or face bankruptcy.

Telcoguy 2 years ago

Losing half of your high value customers is now "strong loyalty"... oh well the glass is half-full for sure.

Fentoni 2 years ago

I was going to buy another Samsung mobile but I've been burned before.

Telcoguy 2 years ago

In the meantime in the real world
"The latest data from market research firm IDC shows Samsung's share of the worldwide smartphone market dropped to 20% in the third quarter -- its lowest market share since recording 19.9% in the fourth quarter of 2014. IDC estimates Samsung shipped 72.5 million smartphones in the quarter, down 13.5% compared to the estimated 83.8 million smartphones it shipped in the year-ago period. "