The Samsung Galaxy Note7 fire risk – what you need to do right now

Carlton Boyce / 11 October 2016

After an urgent safety warning, Samsung Galaxy Note7 owners need to act now.



You will probably have already heard that Samsung has issued an urgent safety notice regarding its Galaxy Note7 mobile phone.

Unlike most product notices, in which the problems are relatively minor, this is an urgent safety warning and you need to act immediately. This is what you need to do.

What is the problem?

Some owners have reported their Galaxy Note7’s battery has overheated and caught fire. 

Embarrassingly, the safety recall includes Galaxy Note7 phones that have been issued to customers as replacements for the same safety problem with an earlier version of the same model.

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What does Samsung have to say?

Samsung has issued the following consumer safety notice:

In response to recently reported cases of the new Galaxy Note7, we conducted a thorough investigation and found an isolated battery cell issue.

There have been a small number of cases 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.

If you already have Galaxy Note7 device, please power down your device and back up your data.

You can read the full release here.

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How do I know if I’m affected?

If you have a Galaxy Note7 phone then you are affected.

What do I need to do?

The first thing is to turn the phone off straightaway and place it somewhere safe. I would suggest you adopt a belt-and-braces approach by placing it somewhere where it won’t cause a problem if it does catch fire.

You then need to sit tight and wait for Samsung to contact you. It says:

We have a dedicated team set up for all of our Samsung Shop customers to arrange your exchange as soon as possible.

We will call you to arrange so please look out for this call, you can always reach us directly if you don’t think we’ve been in touch on:

0330 7267467 (Monday-Saturday, 9am to 6pm)

When this is arranged, have your current Galaxy Note7 ready and packaged, we will pick this up at the very same time as delivering your new device. This means there is no delay and we can get the new device out to much sooner.

If you have purchased from another retailer your call and contact will be diverted, unfortunately we can’t handle all the replacements, check here for your retailer contact details for the programme.

However, if you didn’t buy your phone direct from Samsung you will need to contact the retailer you bought it from to ask them what they would like you to do next.

No matter how tempted you might be to continue using it, you must not do so. There is a very real chance that it could overheat and catch fire with potentially devastating results.

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Are any other Samsung Galaxy phones affected?

No, at this point Samsung insists that the problem only affects the Galaxy Note7.

How do I contact Samsung?

You can contact Samsung UK direct by calling 0330 7267467, or emailing them at support@samsungukshop.com.

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The opinions expressed are those of the author and are not held by Saga unless specifically stated.

The material is for general information only and does not constitute investment, tax, legal, medical or other form of advice. You should not rely on this information to make (or refrain from making) any decisions. Always obtain independent, professional advice for your own particular situation.