Tim Baxter, President & COO of Samsung Electronics America, has issued an apology to customers following the ongoing Galaxy Note 7 debacle. The device did not meet “the standard of excellence that you expect and deserve,” Baxter says. “For that we apologize.”

Baxter’s apology came just hours after the Note 7 recall was made official in the U.S. by the Consumer Product Safety Commission, which urges existing Note 7 owners to turn off their device and return it to Samsung to be replaced.

There have been 92 reports of overheating devices so far, 26 of which caused burns, and 55 of which caused damage to property. Despite this, it’s thought only 103,000 units have been returned in the U.S. so far because fans do not want to wait weeks for a new unit.

“To those of you who love the Note, the most loyal customers in our Samsung family, we appreciate your passion and your patience,” Baxter continued. “We take seriously our responsibility to address your concerns about safety.”

“We will work every day to earn back your trust through a number of unprecedented actions and with the extraordinary support of our carrier partners, suppliers, and the United States Consumer Product Safety Commission.”

Samsung promises it will replace every Note 7 on the market today, and insists that new units with updated batteries are safe to use. Baxter also urges existing Note 7 owners to “please, please power it down and return it.”

You can watch Baxter’s video apology on Samsung’s website by following the source link below.