Galaxy Note7

Galaxy Note7 Customer Letter: EO

24th October

We want to apologise for the experience you have had over the past weeks.
Many of you had waited for the new Note for a very long time, and we know that we have let you down with the Note7.

When we introduced the Note7, we thought it was going to be great.
We wanted you to love it as much as we did – and for a while, some of you did.
But then for your own safety, we had to replace it.
That process was far from easy for you, but we felt it was the right thing to do.

Now we have asked you to replace your Note7 again.
It’s a very complex process and we’re moving as fast as we can – not because we want to put this behind us, but because we want to once again put your safety before our profits.

So whether you’re a current customer, an ex-customer, or just someone who expects more from Samsung, we are sorry.
We know that we should have done better.

Over the next few weeks you will see the steps we are putting in place to make sure we never put valued customers like yourself in this position again.
We are working tirelessly to establish the facts of the matter, and when we do we’ll share those with you as soon as we can.

We value the loyalty that so many of you have shown to our products, and to those who chose to stick with Samsung, we thank you.

Many thanks,

Samsung