Amid a global recall of its Galaxy Note 7 smartphones which have been identified as a potential fire hazard, Samsung has taken the unusual step of directly addressing customers in a video message posted on its website.

In the video, Samsung America president and COO Tim Baxter admits that "we did not meet the standard of excellence that you expect and deserve".

samsung-apology

Samsung America president and COO Tim Baxter addresses customers.

For that, we apologise, especially to those of you who were personally affected by this. To those of you who love the Note, the most loyal customers in our Samsung family, we appreciate your passion and your patience. We take seriously our responsibility to address your concerns about safety. And we work every day to earn back your trust, through a number of unprecedented actions and with the extraordinary support of our carrier partners, suppliers, and the United States Consumer Productions Safety Commission.

Here are the facts: the CPSC has worked closely with us to develop, expedite and execute a plan to protect American consumers. We notified them of a potential defect in the original Note 7 batteries and then issued a global directive to stop sales immediately. To date, we have already exchanged a 130,000 units - a fast and meaningful start. And with the CPSC's partnership, we will continue implementing corrective steps to exchange every single Note 7 on the market.

To be clear, the Note 7 with the new battery is safe. The battery cell issue is resolved. And this finding has been affirmed by a recognized independent lithium-ion battery expert. To our Note 7 owners, if you have not yet replaced your original Note 7, please, please, power it down, and return it.

The video was timed to coincide with an official CPSC announcement of the recall that came on Thursday, which prohibits by U.S. federal law the sale of Note 7 handsets.

The directive comes 13 days after Samsung first acknowledged the magnitude of the problem and Consumer Reports urged the company to prevent all sales of the potentially dangerous phone, which has caused 55 recorded cases of property damage and 26 burn cases so far.

According to the Wall Street Journal, U.S. officials say that the company has "exacerbated the situation in the way it has communicated with regulators and consumers" by offering initially "conflicting information". The video appears to be a response to that charge.

Samsung promises that replacement phones will be ready for exchange no later than next Wednesday, September 21.

Tag: Samsung

Top Rated Comments

imas145 Avatar
79 months ago
Well they take responsibility, while other companies say things like 'you are holding it wrong' or 'our phones don't bend, but in our next phone we use a stronger aluminum'
Bending is not the same as a battery exploding.
Score: 50 Votes (Like | Disagree)
johannnn Avatar
79 months ago
Well they take responsibility, while other companies say things like 'you are holding it wrong' or 'our phones don't bend, but in our next phone we use a stronger aluminum'
Are you for real? If I take a really long but thin phone and put it in my back pocket and then sit down, I expect it to bend. I don't expect it to explode and put my balls on fire.
Score: 38 Votes (Like | Disagree)
Kaibelf Avatar
79 months ago
Well they take responsibility, while other companies say things like 'you are holding it wrong' or 'our phones don't bend, but in our next phone we use a stronger aluminum'
1. The guy responsible for the antenna issue was fired. And that was at the exec level.
2. The bending thing was beyond overblown and exaggerated and no one was physically harmed or put in danger by it.
Score: 29 Votes (Like | Disagree)
CEmajr Avatar
79 months ago
Gotta laugh at those commending them for "taking responsibility ". They're just covering their own behinds to avoid lawsuits which would be more expensive than the recall.

Ask anyone who's had issues with their defective products how often they "take responsibility". Failed capacitors due to cheap components in their HDTVs and they basically told customers (myself included) that it was past one year and not their problem. Until they got sued and were force to acknowledge it. Samsung cares about their money, not the customer.
Score: 21 Votes (Like | Disagree)
DevNull0 Avatar
79 months ago
Well they take responsibility, while other companies say things like 'you are holding it wrong' or 'our phones don't bend, but in our next phone we use a stronger aluminum'
They did in the media. But when I contacted them Monday to request the recall replacement through the webform they set up (at least in Canada), they said they'd be in touch with me within 48 hours. I haven't heard a thing from them, so I have to call them today. I don't think they're handling it well at all. They're being very nice to the media, but as a customer, all i seem to be getting is a giant middle finger.

I also preordered the phone and am supposed to get a free bluetooth speaker for that. I got the automated confirmation email from them that said they'd reply again when the speaker was ready to ship. 2 weeks later and not a peep from them.

I'm very unimpressed by Samsung customer service.
Score: 17 Votes (Like | Disagree)
djcerla Avatar
79 months ago
As unfortunate as it is for Samsung, they handled this appropriately.
Not even close. As The Verge points out, they've "fumbled the recall".
Score: 16 Votes (Like | Disagree)

Popular Stories

USB C Over Lightning Feature

EU Passes Law to Switch iPhone to USB-C by End of 2024

Tuesday October 4, 2022 3:30 am PDT by
The European Parliament today voted overwhelmingly in favor of enforcing USB-C as a common charging port across a wide range of consumer electronic devices, including the iPhone and AirPods, by the end of 2024. The proposal, known as a directive, forces all consumer electronics manufacturers who sell their products in Europe to ensure that a wide range of devices feature a USB-C port. This...
General iOS 16 Feature Yellow

10 New iOS 16 Features Coming Later This Year

Monday October 3, 2022 2:41 pm PDT by
iOS 16 was released to the public three weeks ago with a customizable Lock Screen, the ability to edit iMessages, improvements to Focus modes, and much more. And in the coming months, iPhone and iPad users have even more new features to look forward to. We've rounded up 10 new features coming to the iPhone and iPad later this year, according to Apple. Many of the features are part of iOS...
magsafe charger orange

Apple Releases New MagSafe Charger Firmware

Tuesday October 4, 2022 12:09 pm PDT by
Apple today released updated firmware for the MagSafe Charger that is designed to work with the iPhone 12 and later and the AirPods Pro 2. The new firmware is version 10M1821, up from the prior 10M229 firmware. Note that in the Settings app, you'll see a different version number than the firmware number, with the update displayed as version 255.0.0.0 (the prior firmware was 247.0.0.0). The...
maxresdefault

Video: AirPods Pro 2 vs. Bose QuietComfort II

Monday October 3, 2022 12:50 pm PDT by
Apple on September 23 officially launched the second-generation version of the AirPods Pro, introducing updated Active Noise Cancellation, Adaptive Transparency, improved sound, and more. Right around the same time, Bose introduced new QuietComfort II earbuds with many similar features, so we thought we'd compare the two to see which has the edge. Subscribe to the MacRumors YouTube channel for ...
iOS 16

Apple Preparing iOS 16.0.3 With More Bug Fixes Following iPhone 14 Launch

Monday October 3, 2022 7:53 am PDT by
iOS 16.0.2 was released last month with several bug fixes for iPhone 14 issues, excessive copy and paste permission prompts, and more. Now, evidence suggests that Apple is planning to release iOS 16.0.3 with additional bug fixes. Evidence of an upcoming iOS 16.0.3 software update has shown up in MacRumors analytics logs, which have been a reliable indicator in the past. There are several...
ipad pro m1 feature

Gurman: Apple Event This October Remains Unlikely, No Touch ID for iPhone 15

Sunday October 2, 2022 6:41 am PDT by
Apple is developing new iPad Pro, Mac, and Apple TV models, and at least some of these products will be released in October, according to Bloomberg's Mark Gurman. However, Gurman continues to believe that Apple is unlikely to hold an event this month. In the latest edition of his Power On newsletter, Gurman said "the big iPhone 14 unveiling last month was probably it for Apple in 2022 in...
General YouTube Feature 1

You May Soon Need to Be a YouTube Premium Subscriber to Watch 4K Videos

Monday October 3, 2022 4:29 am PDT by
YouTube may make watching videos in 4K quality on the platform exclusive to only YouTube Premium subscribers, according to screenshots posted by users on Twitter and Reddit. On Reddit (1,2) and Twitter, some users have started to recently notice that on iOS, and presumably across other platforms also, YouTube is now saying that in order to watch videos in 4K, the user must be a paying...
Apple SIM Card

Apple SIM No Longer Available for Activating New Cellular Data Plans on iPads

Sunday October 2, 2022 8:04 am PDT by
As of October 1, Apple SIM is no longer available for activating new cellular data plans on supported iPad models, according to an Apple support document. Introduced in 2014, the Apple SIM was designed to allow iPad users to activate cellular data plans from multiple carriers around the world. Initially, the Apple SIM was a physical nano-SIM card, but it was embedded inside later iPad Pro...