Samsung is Recalling the Note 7 Over Battery Issues, Sales of the Device Paused

Samsung is Recalling the Note 7 Over Battery Issues, Sales of the Device Paused

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In what is possibly the worst setback to Samsung in recent years, the company has decided to recall all Samsung Galaxy Note 7 devices sold worldwide till now, along with halting the sales of the flagship device until the issue is resolved.

Earlier reports mentioned that Note 7 shipments in certain regions were delayed due to quality testing. And today, in a statement published at Samsung’s official Press Room, the company has mentioned that it has found an issue during the quality testing. Specifically, 35 incidents of faulty phones were reported worldwide, and according to CNN, Samsung’s investigation has given them a figure of 24 devices with problems for every million sold.

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.

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.

Samsung has voluntarily promised to replace all affected Galaxy Note 7 devices sold so far for free, the sales figure of which CNN reports to be pegged around 2.5 Million units sold worldwide. CNN’s report also mentions that the recall procedure will take two weeks to prepare and the date of availability of the new product will vary by country. At a news conference, company executives declined to comment on exactly how much replacing all the devices would cost the company, but with each phone retailing upwards of $850, the math does not look pretty.

While speaking in percentages, the number of affected devices is very low. But this was high enough for Samsung to initiate a total recall. Customers who are worried about the battery should contact the nearest Samsung service center. It is our personal request to users to not panic as the numbers are low, but still exercise caution as the issue is grave.

We respect Samsung taking a proactive approach to an issue which could have lethal repercussions. With the new iPhone release just around the corner and the Note 7 going on strong in sales, we realize this decision would not have been an easy one, and we appreciate them taking their responsibility seriously.


Update: Information from the big four carriers in USA have been published. You can find the various statements below:

T-Mobile:

Earlier today, Samsung announced that it has stopped sales globally of the Galaxy Note7. T-Mobile has suspended sales of the device in all channels.

We are working closely with Samsung as they are finalizing details of their exchange program for the Note7, and we want to make sure T-Mobile customers are taken care of as Samsung works to resolve this.

Starting immediately, customers who are concerned about using the Note 7 can return the device to T-Mobile for a full, complete refund. They’ll get a full refund of anything paid for the device and any Note7 accessories. We’ll waive any restocking charges and shipping fees, and customers can keep the free Netflix subscription they received with purchase during pre-order.

Customers can visit their local T-Mobile store where they bought the device or call 611 or 1-800-937-8997 to do this, and they can then use their refund to choose a similar device or any device in T-Moble’s stores, including a new Note7 replacement which we expect to be available in the next two weeks.

We will update this statement as we have more information from Samsung regarding their exchange program for customers.

Sprint:

Sprint has suspended sales of Samsung Galaxy Note7 immediately following Samsung’s announcement to discontinue sales of the device globally.

We are working closely with Samsung to ensure those customers who already have purchased the device are taken care of. For those customers that previously purchased the Note 7 we will offer them a similar device until the issue is resolved. Customers should go to a nearby Sprint store to exchange their Note 7 device.

We will share more details when they are available.

AT&T:

Samsung has notified us that they have identified a battery cell issue in certain Galaxy Note7s. They have asked all retailers, including AT&T, to stop selling the device. We are in the process of determining the exchange process for our customers and how they can replace their current Note7 as quickly as possible. We will have more information later today. 

Verizon:

On September 2, 2016, Samsung announced a voluntary recall of the Galaxy Note7 in response to an issue with the device’s battery. Because customer safety is our top priority, Verizon has stopped selling the Galaxy Note7. Additionally, through September 30, 2016, Verizon is waiving the restocking fee for any customers who purchased a Galaxy Note7 and wish to return or exchange it.