Samsung announced the global recall of Note7 and apologized to China consumers.
Beijing, 11 Oct (Reporter Yu Yingbo) According to the General Administration of Quality Supervision, Inspection and Quarantine (AQSIQ) today, Samsung (China) Investment Co., Ltd. (hereinafter referred to as Samsung) has filed a recall plan with the bureau a few days ago, and decided to recall all SM-N9300 Galaxy Note 7 digital mobile phones sold in Chinese mainland from October 11, 2016, totaling more than 190,000 sets.
It is understood that the products within the scope of this recall may have serious consequences such as fire due to abnormal heating and burning. Statistics show that up to now, there have been 20 overheating and burning accidents in Chinese mainland. According to the "Legal Daily" reporter, since the "Samsung Explosion Door" incident, the General Administration of Quality Supervision, Inspection and Quarantine has interviewed Samsung at least twice.
The General Administration of Quality Supervision, Inspection and Quarantine said in the circular that in order to protect consumers’ personal and property safety, Samsung has stopped producing and selling SM-N9300 Galaxy Note 7 digital mobile phone products since October 10, 2016, and will take the following two measures to implement the recall: (1) Replace consumers with new Samsung mobile phones of other models for free, and refund the difference between the two products, and give a shopping voucher 300 yuan; (2) Refund in full according to the original purchase price, and recycle the products. Samsung promises that consumers can choose one of the above two ways. Samsung (China) Investment Co., Ltd. shall bear the postal expenses of the products produced by consumers due to their cooperation with this recall.
On the afternoon of 11th, Samsung apologized to China consumers for the loss of Galaxy Note7 through Weibo, saying that it decided to stop selling Galaxy Note7 products in Chinese mainland and recall all Galaxy Note7 products sold in Chinese mainland. Samsung expressed "sincere apologies" and "sincere apologies" at the beginning and end of the announcement.
On the same day, Samsung announced that it required operators and retailers around the world to stop selling Note7 mobile phones, and asked Note7 users to immediately shut down and stop using their mobile phones, including those who have original mobile phones or have completed replacement.
So far, from August 19th, Samsung released the new smartphone Note7, and on August 24th, it was exposed in South Korea. Up to now, it took 52 days. This incident was seriously damaged by Samsung’s corporate image, and all Note 7 products were recalled. The reporter talked with Liu Zhaobin, former chief engineer of AQSIQ, and the investigation time of Samsung defects will not exceed "sagitar broken shaft door"
□ Our reporter Yu Yibo
On October 11th, Samsung decided to recall 190,000 Note7 mobile phones sold in Chinese mainland, under the condition that the law enforcement supervision department of AQSIQ conducted an interview and started a defect investigation. Regarding this recall, the Legal Daily reporter interviewed Liu Zhaobin, former chief engineer of AQSIQ and director of Peking University Institute of Quality and Rule of Law.
Reporter: Under what circumstances can the General Administration of Quality Supervision, Inspection and Quarantine initiate interviews and defect investigations?
Liu Zhaobin: There are generally three situations to start an investigation: First, related injury accidents are found; Second, there are a large number of related complaints and reports; Third, there are similar batch product recalls abroad. In all three cases, a recall investigation can be initiated.
Reporter: What are the provisions of China’s current laws and regulations on starting defect investigation procedures? How many people and who are the "subjects" of defect investigation?
Liu Zhaobin: There are relevant provisions on the investigation procedures in the the State Council Order and the General Administration Order. The investigation is organized by the administrative organ, or the recall center is authorized to conduct the investigation. The survey is generally composed of managers, technical experts, etc., and laboratory inspection and appraisal are needed when necessary. The investigation is highly technical and complicated. It is not an easy task to accurately judge the specific state, causes and responsibilities of product defects, which requires a lot of painstaking and meticulous technical work.
Reporter: This defect investigation reminds people of the defect investigation of the new sagitar "broken shaft door" two years ago, which lasted for one year. According to your judgment, how difficult is this defect investigation? How long is it expected to last?
Liu Zhaobin: Automobile products are high-tech and complicated, and sometimes laboratory inspection reports are needed. The technical judgment of the reason should be repeatedly demonstrated, and the time may be longer. Although mobile phone products have high-tech content, they are still simpler than cars. I don’t think this survey will last long. Of course, it is not easy to find out the original cause.
Reporter: As one of the founders of this system, how do you evaluate the current defective product recall system? Any suggestions?
Liu Zhaobin: The recall system was jointly established by the General Administration of Quality Supervision, Inspection and Quarantine and relevant departments. I am only one of the participants. China’s recall system has been in operation for 12 years and achieved great results. The recall of more than 35 million defective cars has made great contributions to protecting people’s lives and property. Of course, this system needs to be further improved. In this regard, I have three suggestions: first, further improve the legislation and systematize the recall system. At present, the legal provisions are too scattered, the legal level is not high, the coverage is not wide, and the operability and scientificity need to be enhanced.
Second, strengthen implementation, strengthen centralization and unification, and standardize science. The vast majority of product recalls should be the responsibility of the central government, and should not be everywhere. Provinces, cities and counties are all arbitrarily recalling. In that case, there will be no unified big market. Even at the central level, dozens of ministries cannot each set up a recall system. It is necessary to prevent the system from splitting and preventing fragmentation. It is necessary to refine the recall procedures, recall standards, recall supervision and other norms, with the core goal of protecting consumers’ lives and property.
Third, strengthen institutional guarantee. At present, the organization, establishment, funds, personnel and expert strength of recall management in China are far from enough to undertake such a large number of recall tasks. It is suggested that the state should attach great importance to it, increase investment, especially funds, and increase personnel as soon as possible in order to truly protect people’s lives and property.
China Consumers Association responds to Note 7 mobile phone recall. Samsung recall must protect consumers’ claims.
Beijing, Oct. 11 (Xinhua)-Reporter Yu Yingbo said today that Samsung should fully protect consumers’ rights and interests in the process of recalling mobile phones, in response to the newly released measures of "Samsung (China) Investment Co., Ltd. recalling SM-N9300 Galaxy Note 7 digital mobile phones".
A spokesperson for China Consumers Association pointed out that since the Samsung mobile phone incident, China Consumers Association has been paying close attention and maintaining close communication with relevant parties. Regarding this recall plan, China Consumers Association believes that Samsung should first inform consumers through various effective channels as soon as possible, including mass media, official websites and dealers at all levels, so as to fully protect consumers’ right to know.
The spokesman stressed that in the implementation of the recall plan, Samsung should try its best to make it convenient for consumers, avoid setting new obstacles for consumers in the product recall and protect consumers’ right to claim compensation. In addition, in the recall work, consumers should be treated fairly, avoiding favoritism and protecting consumers’ right to choose.
The spokesman also pointed out that Samsung should take this as a lesson, take consumer complaints seriously, honestly face product quality problems, actively examine the quality of other related products of the company, treat product quality and safety with the highest sense of responsibility, and safeguard consumers’ safety rights.