“In response to recently reported cases of the new Galaxy Note 7, we conducted a thorough investigation and found a battery cell issue”, reads an official statement from Samsung.
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Samsung says it has sold 2.5 million phones so far. Users in China have not experienced any battery problems and Koh is refusing to name the company who produced the faulty batteries. “Samsung has identified the affected inventory and stopped sales and shipments of those devices”, Samsung Electronics America said in a statement.
Samsung is recalling its latest high-end smartphone after a number of reports citing overheating and explosions.
For more information on the exchange process, Samsung is directing customers to its service line: 1-800-726-7864.
Koh assured reporters the issue was a minimal error in manufacturing, one that would have been incredibly hard to catch.
Customers that have purchased the Galaxy Note 7 can exchange their device for a replacement following Friday’s recall. “It will cost us so much it makes my heart ache. Nevertheless, the reason we made this decision is because what is most important is customer safety”, he added, as quoted by the BBC.
The phones start at $850 in the USA, more expensive than most phones. The leading smartphone company also said that the exchange of the Galaxy Note 7 phones will begin as early as next week. Samsung will replace all Note 7 smartphones sold across the globe. It is the first large-scale recall of one of Samsung’s top of the range phones.
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At Verizon, Note 7 buyers who want a refund or exchange won’t be charged the usual return fee for restocking a phone. The company is willing to voluntarily replace Note 7 devices with new ones effective immediately. It released the Note 7 last month.
