据报道，三星在上周末又有几款****后，暂停了Galaxy Note 7的生产——这些**本身就是召回原一批缺陷**的替代品。可以肯定地说，整个局势是一场灾难；正如Verge的Jordan Golson所说，note7“是一个根本缺陷产品，应该毫不拖延地从市场上撤出。”

而不得不加紧处理Note 7问题的是运营商——三星本身对这一问题一直保持着令人震惊的沉默，而且根本没有向客户清楚地说明实际问题的过程或范围。看看这封电子邮件，一家大型科技公司的高级管理人员正试图替换他的笔记7：

Sent: Thursday, September 15, 2016 6:20 PM

To: GCCECOMM1

Subject: EMAIL FORM

Subject: Return for refund

I called in about a week ago to return my Note7 for refund, and was told I would get an email with return/refund instructi***. I have not yet. My order number is XXXXXXX. Please followup with how to get refunded for this recalled product.

Sent: Tuesday, September 20, 2016 5:50 PM

To: GCCECOMM1

Subject: Re: EMAIL FORM

Hi there, its been a few more days and I still have not seen anything. I can just send it in myself. What address should I mail it in to? What should I include in the package for a refund?

From: GCCECOMM1

Date: Sat, Oct 8, 2016 at 7:21 AM

Subject: Re: EMAIL FORM

Hello,

At this time you may have received the information for the new system they have in place. If you have not yet, I am supplying the link below to the site. There are some minor issues and errors with it, but it is a massive step in the right direction to get this effectively solved for the customers.

One of the issues happening is that customers are receiving emails with their email address, but a different order number. If this happens, please refer to your original confirmation order number to attempt the sign up, and this should solve that issue. Customers were finding when they tried the original number, it matched the email and the order would go through correctly.

This new program is being headed up by a company that specializes in recalls. Through the web page you set up your exchange or refund, and have the option to ship the phone (they mail you the special packaging to send the phone back in), or you can arrange for an agent of this company to come to your home and pick up the phone directly. This does not apply in some areas as they do not have agents stationed in some of the more rural areas. In that case the packaging will be sent if the agents are not available to your area. It is also an "advanced" exchange. We basically will ship you the phone and the packaging independently of each other, but from when you place the exchange order. So if you choose to exchange, they will begin processing both items to go out. You will not receive them together, they may arrive at different times, but you will not have to return the old phone before they begin to process the new phone. If you opt for a refund instead, it will be just as previous refunds were. Once the item is returned, they will process your refund.

As this is going to another company, when these exchanges are submitted, we cannot check the status of them for you until they submit you an order number for the new phone or tracking information. We have limited information on a lot of the process at this time. I hope this information is helpful and resolves the issues soon.

“其中一个问题是，客户收到的电子邮件地址与他们的电子邮件地址，但不同的订单号，”三星说当然，三星也表示，它在这个问题上“努力工作”，但所有这些努力并没有阻止替换**也会爆炸，所以冷静努力的时间也许已经过去了。

从头到尾都是一团糟。如果你有一个Note7，把它带到你的运营商商店，马上换一个不同的**；现在各大航空公司都在把它们送回去。等待三星解决这个问题既危险又危险。