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Rogers joins the Novatel MiFi 2372 recall party… tells customers to “stop using this device”

By on May 5, 2010 at 11:42am in Asides, Mobile News, Rogers Wireless News, Various News

Rogers released their “Rocket Mobile Hotspot” a couple months ago, this is the Novatel Wireless MiFi 2372 that Bell and Virgin recently recalled. Well, it seems like Rogers is joining the party and making sure their customers are safe.

A note sent to us stated that “in some cases the battery for the Novatel Wireless MiFi 2372 (Rogers Rocket mobile hotspot) may swell and cause the device to malfunction. In addition, some users have found the device’s battery cover to be difficult to remove… As a precaution, Rogers is contacting its customers to recommend that customers stop using this device, to turn the device off, and to not recharge the device. We also recommend that customers not attempt to remove the battery cover.”

Similar to Bell/Virgin, Novatel is sending a pre-addressed, pre-paid envelope so they can replace the battery and the battery cover. They state that this will take up to 7-10 business days. On another good note is that Rogers customers who have this “will be provided with a credit for the inconvenience of not having use of their Rocket mobile hotspot device”.

Update: We sent an e-mail to Rogers wondering what customers can expect the credit to be. They state that “The details of the credit are not finalized, however we are working with Novatel to provide a minimum credit of one month’s worth of the customer’s monthly service fee.”

Related posts:

  1. Bell Novatel MiFi 2372 “battery may swell”… customers asked to discontinue use
  2. Rogers launches the Novatel MiFi 2372
  3. Bell launching Novatel Wireless MiFi 2372 November 30th
  4. Bell to launch Novatel MiFi 2372 Mobile Hotspot in November

Discussion

3 comments for “Rogers joins the Novatel MiFi 2372 recall party… tells customers to “stop using this device””

  1. Hi Kate,

    This is Kevin Thornton with the Novatel Wireless team, below is the official statement from Novatel Wireless regarding the Bell MiFi 2372:

    Novatel Wireless’ top priorities are to serve our customers and end-consumers and to provide for the safe use of our products. There have been two incidents of battery overheating issues reported from Bell and Virgin Mobile Canada. While we can’t comment on specific consumer incidents, it has been reported that some customers have had difficulties opening the battery door, possibly due to a swollen battery, thus utilizing sharp objects or excessive force to open it. While doing this, customers can inadvertently puncture the battery when trying to remove it and this can cause the battery to overheat. To reduce the probability of user-induced damage to the battery, we have redesigned the battery door to make it easier to open.

Any product or battery issue is considered a matter of utmost importance for Novatel Wireless. As a preventive measure, the Company is conducting an exchange program for Bell and Virgin Mobile Canada customers to replace the MiFi 2372 battery and battery door. As a proactive measure, we have been shipping all new MiFi 2352 units with the new battery door.

The MiFi 2200 — addressing the CDMA market — represents the vast majority of the MiFi units sold to date.  The MiFi 2200 has different design features and components; hence, it is not affected.

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    Posted by Kevin Thornton | May 7, 2010, 4:44 pm
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  2. Rogers confirmed to Novatel that there have been no malfunctions reported with the MiFi 2372 by any Rogers customer.

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    Posted by Kevin Thornton | May 7, 2010, 6:10 pm
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    • I have this product from Rogers and my battery did swell and the door became difficult to open. I eventually got the door open and threw the battery away. I have since been using a replacement battery that I bought on eBay.

      I haven’t heard anything from Rogers yet and, when I searched for “recall” on the Rogers site, I didn’t find anything.

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      Posted by Peter Hunt | May 11, 2011, 11:31 pm

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