Company recalled 2.5m phones last week following reports that some units had caught on fire during or after charging, saying battery problems are responsible

This article is more than 4 years old

This article is more than 4 years old

Samsung has warned owners of its Galaxy Note 7 smartphone to stop using the device or exchange it urgently since it runs the risk of exploding.

The South Korean company recalled 2.5m phones last week following reports that some units had caught fire during or after charging. One six-year-old from New York was reportedly using a Galaxy Note 7 to watch videos on Saturday when it burst into flames, causing burns to his body.

His grandmother Linda Lewis told the New York Post: “He doesn’t want to see or go near any phones. He’s been crying to his mother.”

Samsung has said that battery problems are responsible for the explosions but that it cannot be sure at this stage which of the phones it has sold are affected.

In a statement the company introduced a product exchange program that allows all owners to trade their devices for a new one.

“We strongly advise all customers to use this exchange program because your safety is our top priority. Additional sales and shipments of the affected devices have been stopped, but if you already have a Galaxy Note 7, we strongly advise that you replace it.”

“Until a replacement device is provided, Samsung asks all customers with a Galaxy Note 7 smartphone to power down your device and return it to its place of purchase at your earliest opportunity,” the statement added.



Users who don’t follow Samsung’s recommendations may find their device, which only launched last month, remotely deactivated. Unconfirmed reports stemming from a Reddit thread have suggested that Samsung will brick affected Note 7s starting as soon as 30 September. Smartphones typically have a remote kill switch to deter would-be thieves.

As a safety measure, airlines across the US started to warn passengers to avoid switching on or charging their Note 7s during flights, in line with advice from the Federal Aviation Authority.

Customers can trade their Galaxy Note 7 for a new version of the smartphone that isn’t faulty or they can choose a different model of smartphone, including the Galaxy S7 and the Galaxy S7 Edge, and receive a refund for the price difference between devices. To sweeten the inconvenience, Samsung is also issuing US customers with a $25 gift card.

The company’s share price has plummeted in response to the recall.

Samsung did not respond to requests for comment.