Know rights following the Samsung Galaxy Note7 Recall

Media release

13 October 2016

Consumer Protection urges people to know their rights following the Samsung Galaxy Note7 Recall

In the wake of the recent recall of the Samsung Galaxy Note7 phone, the Ministry of Business, Innovation & Employment’s Consumer Protection team is reminding people to become familiar with their rights under the Consumer Guarantees Act (CGA).

“When a business supplies you with a product for personal or household use and there’s a problem with it, you have the right to ask them to fix the problem under the CGA,” says Consumer Protection Manager, Mark Hollingsworth.

“If the problem is serious you can take the product back and ask to choose a replacement of the same type and similar value, or ask for a full refund of the amount you purchased it for. A product that is unsafe is an example of a serious problem.”

“Your first point of call should be with the retailer who sold you the product,” Mr Hollingsworth says.

“Every situation and product is different, but the retailer should be able to assess whether it can be fixed, or is serious and cannot be fixed. They should then be able to let you know what your options are, for instance receiving a replacement product or a refund. Knowing your consumer rights and what a business is obliged to do under the CGA can make things easier for everyone.”

“In the case of the Note7 phone, Samsung is offering consumers the option of a replacement phone, or a refund.”

“If you have a Samsung Galaxy Note7, we encourage you to get in touch with the place where you purchased the phone to take advantage of these options,” Mr Hollingsworth says.

Mr Hollingsworth says the high-profile nature of the Samsung recall has served as a timely reminder that consumers should be familiar with their rights and businesses’ obligations when making a purchase and if things go wrong.

“It’s important to feel empowered when buying products or services. The Consumer Protection websitehas information on what to know and do before, during and after purchasing a product or service.”

“It’s also a good idea to sign up to receive alerts from the Product Recalls website, so you can keep informed of essential information to help stay safe.”

More information on Consumer’s Rights and the CGA is available on the Consumer Protection website.

[ends]

Note to editors:

At the beginning of September 2016 Samsung issued a recall for all Galaxy Note7 phones sold in New Zealand because the battery could overheat and catch fire.

On 11 October 2016, Samsung asked all global partners to stop sales and exchanges of Galaxy Note7's while a further investigation takes place.

Consumers with either an original Galaxy Note7 or replacement Galaxy Note7 device should power down and stop using the device immediately.

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