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COVID-19 is impacting our call centre operations, we may be unable to take in-coming calls.
We learned from the Galaxy Note7 issues and have made changes as a result. From reassessing every step of our smartphone manufacturing process to redesigning our quality assurance program, we are committed to implementing every learning to ensure enhanced quality and benchmark safety for the future.
What Happened
Incidents Reported
We began to get reports of issues with the Galaxy Note7 in September, 2016.
Recall Program Initiated
We quickly took action, launching the global product replacement program.
Production Halted
After the reporting of issues with the replacement devices, we decided to end production of the Galaxy Note7 permanently.
Return Rate To-Date
96% of Galaxy Note7s have been returned out of the 3 million sold.
Our Investigation
Massive Internal Investigation
We assembled 700 engineers who completed months of testing on more than 200,000 devices and 30,000 batteries.
Third Party Analysis
We also asked three industry expert organisations – UL, Exponent and TÜV Rheinland – to provide us with objective analysis.
Re-Assessment of All Processes
Then we reviewed every aspect of our process, from hardware, software, assembly, testing to logistics in detail.
Our Findings
Finally, it was concluded that the batteries had been the cause of the issues.
Why it Won’t Happen Again
Quality First
We've improved processes throughout the company to further enhance our existing safety and quality assurance practices.
8-Point Battery Safety Check
We developed an extensive battery check protocol to further ensure safety of the battery from component to complete device.
We also improved the safety standards of our batteries, from hardware design to software protection.
Battery Advisory Group
We have invited a team of experts from academia and research centres to form a Battery Advisory Group so they can continue to provide us with their objective analysis of our processes and further enhance our safety protocols.
