Several owners of the Galaxy Note 8 have recently complained about performance of their device’s battery, and now Samsung is getting involved.

The issues came to light late last year when a number of Note 8 owners said their device couldn’t be charged once it hit the 0 percent mark. Meaning, if you let your phone’s battery deplete to the point where it powers itself off, there’s no way to power it back on, no matter how long it’s connected to a charger.

This poses obvious problems, as the device isn’t usable at that point. It’s unclear what’s causing the problem; it could just be Samsung’s software being overly cautious after what happened with the Note 7. But the Korean company has seen fit to release a statement urging Note 8 owners to get in contact so it can diagnose the problem.

Here’s a statement from the company, which said it only “received a very small number of customer inquiries that could be linked to charge management.”

Of course, Samsung is taking all reports of this kind seriously, we only received a very small number of customer inquiries that could be linked to charge management, and unfortunately we can only comment on the matter further if we have more detailed information about the affected devices. If you have any questions about your device, please contact Samsung Customer Service at 06196 77 555 66 (costs according to the contractual partner’s terms for landline or mobile phone connections.) Service times: Monday to Friday: 8: 00-21: 00 clock, Saturday: 9: 00-17: 00 clock) or under: http://www.samsung.com/de/info/contactus.html).

Unfortunately, it doesn’t appear Note 8 owners can go into a store to get their device diagnosed. That means for Note 8 owners who are unable to power their device back on, they’re pretty much out of luck until Samsung figures out what’s going on.

According to Phandroid, Note 8 owners encountering this issue have received replacement units from Samsung. That suggests there is no foreseeable fix, which could be a huge problem if more Note 8 units run into the problem.

Once Samsung comes out with a fix or more information is out there we’ll be sure to let you know.

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