OFFICIAL: Samsung stops sale of Galaxy Note7. Existing units to be replaced

Posted:  September 2, 2016   By:    61 comments   


160902-samsung-galaxy-note7-official-recall-update

UPDATE: Samsung Malaysia has also released an official statement. More details below.

Samsung has just issued an official statement on the Galaxy Note7. After conducting a thorough investigation, the Korean smartphone maker has discovered a problem with their battery cell. Since its official availability on 19 August, there have been 35 cases reported worldwide. That’s 24 out of 1 million units (0.0024%) affected with the battery issue.

In the interest of customer safety, sales of the Galaxy Note7 will stop immediately. For those who are having a Galaxy Note7, Samsung will replace them in the weeks to come and you can contact Samsung Malaysia hotline at 1-800-88-7799.

For Malaysia, there were no reported incidents related to the battery issue so far. Nevertheless, Samsung Malaysia is still taking proactive steps to ensure all Galaxy Note7 sold here are safe to use.

Read the full statements after the break.

Official statement from Samsung Global

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 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.

Official statement from Samsung Malaysia

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. Customers may contact Samsung Malaysia Careline at 1-800-88-7799 for further enquiries of their current Galaxy Note 7 device before replacement takes place.

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 will work to ensure the replacement experience is as convenient and efficient as possible.”

[ SOURCE 2 ]

SEE ALSO:  Samsung's triple-camera Galaxy A7 (2018) is now available for pre-order in Malaysia


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61 Comments for OFFICIAL: Samsung stops sale of Galaxy Note7. Existing units to be replaced

orang biasa

Very good after sale service…

    Kane

    Very good news as now everyone know this is sub standard materials, but sell at premium price

      dude

      Samsung just updated promo on their website and is now offering a FREE fire extinguisher with every Note 7 😉

      Realistic

      LOL. If that is the case, OnePlus phones, the iPhones, the Xiaomi phones, the Huawei phones are all now sub par devices by that logic.

      If anything this is the battery supplier's fault, but what do Samsung haters care.

        Kane

        Explosion not a joke, it’s about life, those sell inferior product not deserve a praise, those SAMSUNG fan really a joke

vamp88

applicable for pre-ordered unit in malaysia also rite? thus samsung mobile malaysia acknowledge and going to do so?

    soyacincau

    Yes, it is applicable for Malaysia. We've updated the post with the official statement from Samsung Malaysia.

      Kent

      we need to call them?

      azihas

      I called Samsung reps today and it seems if our unit is affected with the symptom, they will replace it but if it is working fine, the reps doesn't mention any replacement. If we bring our unit to SC, the will diagnose it and to necessary step. But from the article aabove, it mentioned Samsung will replace all units without any question ask. Am I right?.

Vinz

Need to call them. They need your name, contact no, IMEI no and location

kisslayer

I wonder about those who still haven't got their preorder from reseller. Do they count also?

Lee

Soyacincau mentioned this is the statement from Samsung Malaysia, where's the link from Samsung Malaysia website or source?

Chairman Mao

All those units returned to Samsung, will they be repaired, batteries replaced and then repacked and resold as new? Two million phones sold. So, two million returned phones. What will happen to them?

Kate

Never go for samsung anymore. This is pathetic!

    Papazola

    relax kate.. this is not the first time happened to battery issue… it did happened to laptop as well.. such as SONY, HP, ACER,FUJITSU, DELL… have u ever heard battery replacement program?

    oh ya as I recalled just now… Apple also did have this battery replacement program too on their beloved iPhone 5.. but not because of explosion.. hehehe..

    so chill out.. at least they honored their customer's privilege before the worst happens..

      Papazola

      oh ya.. now i remember a thing from Apple.. their associate Dr. Dre BEAT pill speakers XL also had this so called "RECALL" too due to risk of explosion..
      https://www.apple.com/support/beats-pillxl-recall…

      so why suddenly SAMSUNG.. immediately BOYCOTT… not fair lah!

      chillax.. sis..huhuh..

Andrekua

Why do people have so many doubts about this? Call them, pass them the info and wait for your replacement.

It’s the same like airbag. Just go and replace them. If reluctant and things explode, then only want to sue for compensation? It’s not like they charged you anything to get it done.

Chairman Mao

After the recall, no one will be getting 100% new galaxy note 7 anymore. The next batches will probably incorporate components from these recalled units. Worst, future buyers will be left wondering if their new phones contain recycled parts. The joy of getting a new phone will certainly be less for the next Note 7 buyers. That display on your new Note 7 could have come from a 2 week old phone. Better just wait for Note 8.

    Punk

    Do you really think a company like Samsung would do such thing? They probaby recycle materials from old parts but you are daft to think they will reuse full components directly on new phones.

      Papazola

      wow.. like that eh?

      same like your cars? tv? electrical appliances? textiles? papers? nowadays all reuse reduce recycle..

      it just the matter how they make it highest quality of all..

    KYS

    Easy…dun buy Note7. There are a lot of other options like Sony, HTC, Motorola, LG, Asus, Huawei, Xiaomi or even S7, S7 edge, and Note5. DUn really need to wait for Note8. Well if u insist Note 8, there's a Note 8 in the market 😀

      Papazola

      haha u remind me of old Galaxy Note 8…lol

      wonder next note how they're gonna rebadge it..

      nobody

      Go ahead and buy other phone. nobody ask you to buy from Samsung.

        jeff

        don't be sour grapes la….
        Hahaha…..

Luqman

luckily didnt happen to note 5! happily using my 1 year old note 5

finn

See Sammy? This is why removable batteries are a good thing. If the problem is indeed the battery, you can just simply recall those affected batteries and send out new ones, rather than recalling all the phones and then changing them yourself.
It would be cheaper and more efficient for everyone this way.

Jacky

One interesting question,
When the phone was returned back to samsung, even our personal data or private information has been deleted, can some IT expert recover all these information from the deleted memory? Will our private and confidential information leaked?

    Abdullah

    Format the hard-disk cannot recover data, otherwise everything can retrieve even deleted

    Papazola

    format or hard reset your phone la..before give to SC..

    best way is save everything into SD card..and Samsung KIES.. then factory reset your phone..

    "Make sure that you have anything you want to keep backed up before you do this because it will wipe everything. Go to Settings > Backup & reset > Factory data reset and then tap Reset phone or Reset device."

    M.K

    With the right tools, it's still recoverable although you have factory reset it. It's like what law enforcement agency did it, but I doubt they bother with it. In order to wipe out completely, you need to overwrite all of your data.
    You can also encrypt your data, which can make even harder to retrieve it back

Amy

The end of Samsung era?
Their sales will be declined for the rest of 2016.
Could S8 will be a savior? lol

Looking forward for iPhone next week.

    Papazola

    LOL

    because of this u must boycott?? read me statement above..

    Apple product also did have hickup and need to replace certain parts..
    but still Apple still produces their best products from time to time. it doesnt hurt them at all.
    same goes to samsung.

    thumbdown

    Everyone deserve to choose their preferred brand.

    Go ahead with your iPhone, because nobody cares.

      haha

      thumbs down to u sammy sucker up ass.

Tan D

It’s so weird those Samsung fans saying how great it’s their after sales. Come on, if this issue isn’t about explosion which could threaten user’s life, u think they are so good to do such a massive replacement activity.

    Andrekua

    LOL… I like their after sales services. To be fair, 35 cases may seem a lot but it is really small compared to the amount they sold. Why did Samsung recall? I think Samsung rebuilt their fame since S6 and they are not going to let their fans down ever gain. I would say its a good move to quash any doubt that one might be carrying an explosive device in their pocket. I dont know why you are disappointed with the move.

    Apple also had recalls for batteries, but they did it silently. My wife iPhone 5 was one of them and it was recalled after 15months. Had it exploded, we dont even know its coming. Thats Apple vs Samsung for your if thats your concern about safety for the user.

    Jill

    People have forgotten about the iphone 5. The worst iphone with free scratches out of the box, battery kembang and lousy power button. People demand to open their iphone at the store and rejected a lot of stock because of poor qc. Some already spend money to repair those battery problem before Apple acknowledge and gave replacement. So yeah, Samsung was right to admit fault and give everyone free replacement. Not syok as buyer but it is the right move.

      Vamp88

      People tend to forget any wrongdoings from apple because they admitted that they themselves wrong. Even Apple told their customers you’re holding it wrong. So no need to recall for affected drop calls etc. And believe or not iFags accepted it.
      Used to own iPhones. Great and serve me well during its time. The only things I hate during my period of owning iPhones were those iFags. ☺

        sid

        ifags are the exact thing why i hate apple lol. cant stand them show off mofos. hello fags, your device is not the most expensive thing ever yea ? open your eyes a bit, go see the world more.

        u can find alot of ifags in asus zenfone posts, cheap2 android phones posts there.

otghomentaro

I love both iPhone and Samsung phones. But one thing I hate for sure, iFags. They exist everywhere.

    Vamp88

    And we have lots of iFags here. Hehe.
    I used to have phones from Samsung and iPhone. All serves me well.

Vamp88

Its amusing reading those haters / bashers comments here. Some expect too much, some baseless worried on so call private data, you’re owned a smartphone and don’t even know how to factory reset /wipe clean data?? Oh some worried that upcoming new batches will be assemble using components of returned units. Funny la you guys. That’s a different between refurbished and new phone. They wont do something can further jeopardize their reputation or sales. The “god” phone fruit company also have this kind of stuff. And some company even just directly blame customers. Knock2 antenagate. If worried so much about they reusing parts from return phone and put it in a new phone and sell as brand new, then suggest please kindly don’t buy anything electronics stuff. Even cars, some new gen also using parts /engine from old gen, how sure you are they didn’t use from left over parts, or from unsold cars that dismantle and put in new gen. Typical malaysian really funny. Lol. I would say Samsung did pretty good job here by taking initiative to recall all regardless affected or not. Recall also salah, not recall also salah. Replace new also salah. What la you guys. Life is short, make it simple.

rajlesta

Been using this phone for a while and I must say this phone is a beast. Best Samsung phone I ever used.

    Kayrole

    True that

    wanwan

    samsung note 7 is da bomb! (pun intended)

Chairman Mao

Using parts from left-over or unsold stock is not same as using parts from used, recalled units. It is amusing to read some people getting upset with others for questioning Samsung. To quote LGE, “It’s not your father’s company!”.

    LMAO

    “All those units returned to Samsung, will they be repaired, batteries replaced and then repacked and resold as new?”

    “After the recall, no one will be getting 100% new galaxy note 7 anymore. The next batches will probably incorporate components from these recalled units.”

    “Using parts from left-over or unsold stock is not same as using parts from used, recalled units. ”

    You cannot even keep your own statements consistent. Clearly you are full of shit to comment here. Even politicians don’t spin as much as you.

      Spen

      i think the 1st batch of replacement might get is 100% new note 7 not pre-owned unit (maybe is repacked from unsold unit) due to the time i believe they cant wait the part from recall and repart again for replacement.
      but after that the launching batch, might be as what u say "Using parts from left-over or unsold stock is not same as using parts from used, recalled units" noboday knows whats behind.

Bot

Product recall is part of being a good and responsible corporate citizen. Nothing wrong with that. Might hurt the sales for a while but not on the long run. You guys can choose if you want a company that admits their mistakes or one that sweeps everything under the carpet….

    Ron

    Hey, but we are Malaysian, Malaysian like company who sweep things under carpet than the company who acknowledge their mistakes. DNA effects of bolehland.

baker Mike

Honestly, after using note 7 for 2 weeks, i have no complaints at all regarding this phone. Even though i’m pretty sure that my phone isn’t 1of those with faulty battery, i’m willing to let SME run diagnosis on my phone and replace 1 if necessary, as long as i can use it happily without any worries. U can say i’m a samsung fanboy, but i just wanna say that samsung did the right move as any other responsible ccompanies would have done.

Kayrole

I just hope that the pick up/drop point can be made at SES instead of their service center because i need to drive over 200km to the nearest SC, after all they will just change all the units right? I guess there is no problem in sending it at their SES…

d_boy

Good. This phone vibration not strong enough to function as dildo.

    Kebuloque

    DILDO??
    u are one truly an iFaggot LOL

Miss Naughty

They should make S-Pen thicker. More satisfy.

aMoKio

I recently bought an iPhone 6s. But it turn out to be home button overheat and screen turns black. No response until i search youtube and got tons of tutorial to teach how to restart the phone manually.

I find it troublesome, by one month it will definitely trouble me twice. but i believe iFag like it very much.

WoW221

Go for whatever phone you need the most.
Big or small, with stylus or dual camera.
With iris or finger print sensor. Just get the one suit you the most.
All brands make mistake, they learn and prevent it on next model.

Chip

After 2 weeks using Note7 I must say I'm impressed!!!
i love the camera, especially now that it comes with pro mode, awesome. The degree of customization is pretty high in the phone. But yeah, you gotta what you gotta do, Samsung. I'm looking forward to on-site one-on-one replacement. I can't afford to wait weeks without phone coz I'm using it heavily for my office works, and my pocket is not deep enough to buy another temporary phone.

NightFelix

Here comes the Samsung hater above the comments.
I probably happy to buy a refurbished Note 7.

    Ji

    Good to buy second hand bomb, good luck