Our safety promise
We learned from the Galaxy Note7 issues and have made changes as a result. From re-assessing every step of our smartphone manufacturing process to redesigning our quality assurance program, we are committed to implementing every learning to ensure quality and safety going forward.
We began to get reports of issues with the Galaxy Note7 following the launch in August 2016.
U.S. Note7 Refund and Exchange Program
We quickly took action, launching the U.S. Note7 Refund and Exchange Program.
After we determined issues with replacement Note7 devices, we decided to end production for Note7 permanently.
Return Rate To-Date
Of the 3 million Note7 devices sold globally, more than 96% have been returned as of January 23, 2017.
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 independent industry expert organizations - UL, Exponent and TÜV Rheinland - to provide us with objective analysis.
Re-assessment of All Processes
Then we reviewed every aspect of our processes - from hardware, software, assembly, testing to logistics in detail.
Finally, we and our third party experts concluded that the batteries had been the cause of the issues.
Why it won’t happen again
We’ve improved process throughout the company to make sure quality and safety always come first.
8-Point Battery Safety Check
We developed an extensive battery check protocol to ensure safety of the battery from component to complete device.
Multi-Layer Safety Measure
We are also improving 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 centers so they can continue to provide us with their objective analysis to ensure the safety of the battery.