Verizon Won't Complete Calls For Galaxy Note 7 Owners Who Refuse To Return The Flawed Device

from the spontaneous-combustion dept

Most of you recall that Samsung's Galaxy Note 7 suffered a bit of a problem with spontaneously combusting. That led to months of horrible press and an FAA ban on taking the device on airplanes. You might also recall that Samsung exponentially amplified its own PR disaster by then issuing a replacement phone that suffered from the exact same problem. Since then, carriers have been passing on a Samsung update that effectively bricks the device, preventing users from recharging the device. Most users have traded in the device for, you know, something that doesn't explode.

But there remain a few thousand Galaxy Note 7 owners that for whatever reason have chosen to ignore Samsung and the formal recall by the US Consumer Product Safety Commission. According to Verizon, there are still "thousands" of users on their network who continue to use the device, refusing to install the update that would render the device inoperable:

"In spite of our best efforts, there are still customers using the recalled phones who have not returned or exchanged their Note 7 to the point of purchase," a Verizon spokeswoman tells Fortune. "The recalled Note 7s pose a safety risk to our customers and those around them."

Interestingly, Verizon was initially the only wireless provider that refused to pass on the bricking update, insisting they didn't want to leave customers stranded for the holidays (despite the fact said users could have swapped out the device for free at any time). But Verizon has since taken a notably harder stance on the safety issues created by the device. As such, they've announced that they'll now refuse to connect any of the non-911 calls made via the Galaxy Note 7, instead routing every call to Verizon's customer service department:

"So now Verizon is going to go even further, putting the phones in a special category so that all outgoing calls not directed toward the 911 emergency service will only connect to customer service. Because Note 7 users have also already been reimbursed for the cost of the long-since recalled Note 7, Verizon is also saying it might bill the holdouts for the full retail cost of the phone."

It's a curious predicament. On the one hand, you can't feel particularly bad for customers who knowingly refuse to trade in a device that could spontaneously explode, hurting themselves or others in the process. On the other hand, these users are supposed to technically "own" this device, which a carrier is now refusing to connect to the network. And while users on device payment plans may technically still owe Verizon money for the device in Verizon's billing systems, users are arguing that Samsung has already reimbursed Verizon for these devices in the wake of the recall.

Verizon insists it needs to disable the device for public safety (though liability could still be a motivator), while Galaxy Note 7 owners apparently believe they have every right to be stupid, self-immolation be damned.

Filed Under: batteries, calls, exploding, galaxy note 7
Companies: verizon