“Samsung is committed to producing the highest quality products and we take every incident report from our valued customers very seriously. In response to recently reported cases of the new Galaxy Note7, we conducted a thorough investigation and found a battery cell issue.
“To date (as of September 1) there have been 35 cases that have been reported globally and we are currently conducting a thorough inspection with our suppliers to identify possible affected batteries in the market. However, because our customers’ safety is an absolute priority at Samsung, we have stopped sales of the Galaxy Note7.
For customers who already have Galaxy Note7 devices, we will voluntarily replace their current device with a new one over the coming weeks. For more information customers need to contact the customer service team on UK: +44 (0)330 7261000 Ireland: +353 (0)16950367.
We acknowledge the inconvenience this may cause in the market but this is to ensure that Samsung continues to deliver the highest quality products to our customers. We are working closely with our partners to ensure the replacement experience is as convenient and efficient as possible.”
Q & A:
Q. Is this considered a Recall?
A: Although this is isolated to a battery cell issue, we are prioritising the safety of our customers first so, we are voluntarily replacing Galaxy Note7 devices with a new one.
Q. What action can customers take who do not feel comfortable with their current Galaxy Note7 before the replacement takes place?
A: Customers in the UK who have concerns with their current Galaxy Note7 device are encouraged to contact Samsung customer services team on UK: +44 (0)330 7261000 Ireland: +353 (0)16950367.
Q. What is the issue?
A: Based on our investigation, we learned that there was an issue with the battery cell. An overheating of the battery cell occurred when the anode-to-cathode came into contact which is a very rare manufacturing process error.
Q. How many issues have been reported so far, and in which countries?
A: Globally, as of September 1, there have been 35 cases that have been reported through Samsung’s customer service centers. Korea reported 17 cases, U.S. reported 17 cases, and 1 from Taiwan.
Q. Are the reported incidents increasing daily?
A: No, as of September 1, there have been 35 cases, with none reported in the UK. We do not expect the incident rate to grow.
Q. What measures are you taking to ensure this doesn’t happen again? Can you ensure that the new replaced devices will not experience the same problem?
A: We are working with multiple suppliers to ensure we conduct a rigorous inspection process and we do not anticipate any further battery issues.
Q. Was anyone hurt?
A: There have been no reported injuries globally.
Q. Several Korean media articles identify Samsung SDI as the supplier of battery that is experiencing the issue? Can you confirm this?
A: In order to meet market demands, we are working with multiple suppliers. Unfortunately we will not be able to confirm this as we work with several suppliers. We are currently working with all of them to protect our customers’ safety first and foremost.
Q. Is the incident only limited to Galaxy Note7? What about other mobile device models and their batteries?
A: This is only limited to the Galaxy Note7. Each model has a different design and manufacturing process.
Q. Is this a problem with the phone itself or with the battery only?
A: This is not a device issue. The issue is isolated to the battery cell only.
Q. Is the recent Galaxy Note7 shipment delay worldwide? What markets are impacted and for how long do you anticipate the delay will occur?
A: Yes, we have stopped sales of the Galaxy Note7. This will cause a delay in shipments in the UK but we are prioritising the safety of our customers first.