Statement From Samsung About Their Malfunctioning Phones

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Customer safety is our highest priority. We are a global company that identified an issue with a global product and needed to take immediate action to ensure the safety of our customers around the world. Through our investigation, we learned that there was an isolated issue with the Note7 battery cell manufacturing process that could in very rare circumstances lead to overheating of the battery cell. In the U.S., we have issued a voluntary recall in cooperation with the U.S. Consumer Product Safety Commission on Galaxy Note7 devices sold from August 2016 through September 15, 2016. 


We are pleased that more than 60 percent of U.S. Note7 owners have already exchanged their devices as part of the Note7 Exchange Program as of September 29th and we are leveraging multiple touch points to reach the rest of the Note7 owners, including direct communications, social media and marketing. Anyone with an affected Note7 should contact their carrier or retail outlet today to exchange their device or visit our website for more information. 


We would like to reassure everyone that new Note7 phones are operating properly and pose no safety concerns. In normal conditions, smartphones may experience temperature fluctuations. Visit our website to learn more about standard operating temperatures as well as tips for consumers.”


On Background:

Mobile phones are complex devices. There are many external factors that could contribute to their malfunction.

CTIA offers useful tips for consumers on the safe use of mobile devices, and they can be found here.