Petition update

Petition Sent

David Dixon
Singapore, Singapore

Sep 14, 2016 — Hello All, I sent off the petition (with signatures and comments attached as pdfs) to:

Dr Koh Poh Koon
Minister of State, Ministry of Trade and Industry & Ministry of National Development

Ms Low Yen Ling
Parliamentary Secretary, Ministry of Education & Ministry of Trade and Industry

I chose these two representatives because of this article todayonline as they seem to be involved in consumer affairs, and hopefully it will be pertinent.

While I would have like more time to gather signatures, if we wait too long the opportunity will be gone. The email I sent is below, let's see what happens.

Dear Dr Koh Poh Koon and Ms Low Yen Ling,

Firstly, please accept my apology for contacting you in such an unannounced manner, however, as you will see, time is of the essence.

I am contacting you both as I became aware of your involvement in consumer law after an article was published Wednesday 14th of September 2016 in TodayOnline.

As you are no doubt aware, Samsung's new hand phone the Galaxy Note 7 has been voluntarily recalled worldwide as fire hazard. Furthermore, In an unprecedented move for hand phones, many airlines have banned the phone from being used on aircraft. There is now also suggestion that that freight companies may also refuse to carry the replacement Note 7s as cargo.

Aside from the dangerous nature of the phone, the essence of this communication is the way that Samsung Singapore has been treating its customers.

In most parts of the world (U.S. Australia, New Zealand, Taiwan), Note 7 owners have been allowed:
•To Exchange for a new phone. (with some countries allowing alternate choice of colour)
•To exchange for a different Samsung model -- with refund of price difference, including accessories
•Receive a Full refund

The UK offers a 28 Day cooling off period, in this case would have covered this situation​, people could seek a refund quickly and easily.​

This is what was said in Australia “A dangerous phone like this is considered to have a major failure under consumer law, which means the consumer decides what remedy – a repair, replacement or refund – is right for them,”

Samsung Singapore is only allowing a replacement. Their token gift for the inconvenience caused, is a screen cover and $30 gift voucher.

For this reason, I set up a petition. Currently we have 438 signatures. I have attached a PDF of the signatures and comments, as we are running out of time
If you would like to see the petition it can be seen here:

But, there is a narrow window of time for customers to make the exchange. Many people prefer to have the home delivery option, rather than travelling to Suntec to make the exchange, however, Samsung Singapore has not catered with enough slots for home delivery and people are being forced to collect, often at times inconvenient to them. Samsung Singapore is doing enormous damage to its reputation and good will locally with its recalcitrant position to its customers.

The Samsung Mobile Singapore Face book page shows just the considerable amount of distress and confusion that is occurring.

This is an example of what advice Samsung Singapore customers are receiving from the customer service. Cristine Reyes on the Petition says, " ...I am out of the country for 3 weeks for my honeymoon on the exact dates they scheduled it. But instead they told me to rebooked my flight in Europe..Wow!"

Therefore, I would humbly request that you, as Singapore's parliamentary representatives, intercede on the behalf of your constituents and ask Samsung Singapore to treat its customers with the same level of respect that other Samsung companies are giving to their customers.

I would also humbly request that you ask Samsung Singapore hire more couriers or courier companies to cater for the demand in home delivery. Samsung Singapore's customers have already suffered a major inconvenience, please don't allow it to compound. It should be Samsung Singapore's responsibility to shoulder the major part of this burden, not its customers.

I​t is likely this will make Samsung Singapore's ​job more difficult. However, I believe that if Samsung Singapore had done the right thing from the start, and did not treat its customers in a second class manner, then this petition and this communication would not have been required. People who purchased a Note 7 paid the same price for their hand phone as other people did who purchased in their country, they should be given the same rights.

Finally, I would ask that you include in the changes to the Consumer Protection (Fair Trading) (Amendment) Bill will come into effect by the end of the year. changing consumer law so that when a major recall is announced so shortly after a product launch, that the right to a full refund be a mandatory option in Singapore.

Thank you for taking the time to read this message and accept the signatures from the people on this petition.

I look forward to hearing from you soon, so that I may share your concerns with the other Note 7 owners.

Yours Sincerely,

David Dixon

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