Kalihi family stood-up by Samsung rep after Galaxy Note 7 phone overheated

Kalihi family stood-up by Samsung rep after Galaxy Note 7 phone overheated
(Image: Hawaii News Now)
(Image: Hawaii News Now)

KALIHI (HawaiiNewsNow) - Usually, when someone says their phone is blowing up, it means they're being overwhelmed by phone calls.

But for nearly 100 consumers around the country -- including several in Hawaii -- the meaning to the phrase is literal.

They're the buyers of Samsung Galaxy Note 7 smart phones that either overheated or exploded.

"My sister just switched to an iPhone because she said her phone was blowing up and I didn't know what she meant," said Jeffrey Acido of Kalihi. "She just said the screens are doing all kinds of stuff and circuits are going on fire."

Samsung has discontinued the Galaxy Note 7 and is recalling them nationwide. It's the product's second recall in less than a month.

The company is now working with U.S. Consumer Product Safety Commission to assist in the recall.

That's a small comfort for Mel and Dee Decasa, whose surveillance camera video of their cell phone burning went viral.

Dee Decasa said she waited several hours on hold on Sunday to try to reach a Samsung representative.

And when a rep did get on the phone, he simply told her to contact her carrier Sprint. The couple leased their phone from Sprint.

The Decasas said a Samsung official eventually agreed to meet them on Tuesday to help deal with the fried phone. But he never showed up.

"Nobody did anything. Nobody's owning up," said Mel Decasa. "We're not in it for the money, we're concerned with people's health and safety and obviously we want some kind of resolution."

Gregory Dunn, CEO of the Better Business Bureau of Hawaii, said there's a lot of confusion since it's Samsung's second recall on the product.

He said the Decasas should contact their carrier, who should now have enough information on how to process their recall.

"We have to remember there have been millions of these devices created. So we're talking about potentially millions of people that are going to have to be serviced through the course of this recall," Dunn said.

Hawaii News Now reached out to Samsung but didn't get a response.

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