Samsung Electronics America President and COO Tim Baxter has come out to reassure Galaxy Note 7 owners that the replacements they will be getting and the new handsets that will hit stores next week are safe as confirmed by a “recognized, independent lithium-ion battery expert.”
On Thursday, Samsung uploaded a video clip on its newsroom that shows Baxter addressing the company’s exchange program and the formal recall of the Galaxy Note 7 it launched with the help of the U.S. Consumer Product Safety Commission (CPSC).
In the video, Baxter reiterates that the South Korean-headquartered company’s highest priority is its customers and their “aspirations, needs and safety.” He then admits that the previously released batch of Galaxy Note 7 handsets that were sold to customers did not meet the standard of excellence the company’s customers deserve.
Baxter says in the clip that they are apologizing, especially to Note 7 owners who had experienced the negative effects of the faulty lithium-ion batteries that were powering their devices. The COO asserts that they will henceforth be working to earn back the trust of their customers.
“If you have not yet replaced your original Note 7, please, please power it down and return it. New Note 7 phones will be available for exchange no later than next Wednesday, Sept. 21st,” Baxter wraps up his statement which comes two weeks since Samsung officially announced the voluntary recall of its latest flagship.
Baxter’s statement also comes amid the U.S. government’s announcement that it is officially recalling the problematic phablet that as of late has been documented to account for 92 reports of overheating, 26 reports of burns and 55 reports of property damage, according to the CPSC.
“Consumers should immediately stop using and power down the recalled Galaxy Note7 devices purchased before September 15, 2016. Contact the wireless carrier, retail outlet or Samsung.com where you purchased your device to receive free of charge a new Galaxy Note7 with a different battery, a refund or a new replacement device,” the recall statement reads, as quoted by Forbes.
Despite the up to speed efforts of Samsung and the CSPC in containing the problem, it was found out recently that the usage of the Galaxy Note 7 did not significantly decrease following the warnings issued by Samsung, the CSPC and the Federal Aviation Administration, as revealed by Apteligent’s report.