Samsung speaks out on faulty Galaxy Note7 phones, reassures customers on quality

A burnt Samsung Galaxy Note7.  As at September 1 there were 35 cases reported globally of the phone exploding while charging. (PHOTO: COURTESY)

Samsung has officially addressed the issue of faulty Galaxy Note7 phones. The company, which insists it is “committed to producing the highest quality products and we take every incident report from our valued customers very seriously” says it has conducted a thorough investigation and found a battery cell issue.

 As at September 1 there were 35 cases reported globally and Samsung says it is currently conducting a thorough inspection with its suppliers to identify possible affected batteries in the market. The company has however stopped sales of the Galaxy Note7 because “our customers’ safety is an absolute priority”.

“Locally, for customers who have already pre-ordered the Galaxy Note7 devices, we are assuring them that they will get quality assured products in the shortest time possible. In the meantime, we are temporarily holding further pre-orders as we await new delivery timelines," the statement read in part.

The statement continued, “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.”