Samsung on Friday announced a sales halt and recall of the Galaxy Note 7 only a few weeks after the device went on sale. The suspension comes a Yonhap News claimed the company was preparing to issue an unprecedented recall following a number of battery-related incidents.
According to Samsung, 35 incidents have been reported worldwide, which breaks down to 24 per million sold. That might not seem like very many, but considering these devices are literally exploding, it becomes a matter of public safety, not usability. Samsung says it’s investigating the issue and working with suppliers to identify how best to fix the “battery cell issue.”
In addition to today’s recall, U.S. carriers, including AT&T, T-Mobile, Verizon, and Sprint, have also suspended sales as Samsung works to find a fix. It doesn’t sound like customers are able to exchange their device just yet, but the carriers are currently assessing how best to move forward.
The timing of today’s Note 7 recall couldn’t be worse for Samsung, as Apple is scheduled to announce its iPhone 7 next week.
Here is Samsung’s full explanation:
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 are working with our carrier partners to announce the details of the U.S. product exchange program as soon as today.
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.