Unless you’ve been living under a rock for the past few months, you’ll probably have heard that Samsung is currently taking a bit of a hit financially and reputation wise due to reports of their Note 7 handsets exploding, so much so that the company has had to issue a recall for their phones in almost every market the phone is sold in.

In a recent update by Samsung, they have uploaded a video in which the President of Samsung Electronics America, Tim Baxter, addressed the Note 7 issues and also issued an apology for the problems it has caused, stating that Samsung had failed to meet the standards of excellence that customers have come to expect and deserve.

He also apologized for those who might have been personally affected by the exploding phones, saying, “We apologise, especially to those of you who were personally affected by this. To those of you who love the Note, the most loyal customers in our Samsung family, we appreciate your passion and your patience. We take seriously our responsibility to address your concerns about safety.”

Baxter also reassured customers that the new/replacement units that will be available to customers are safe, saying that the battery issues have been resolved, which has also been confirmed by an independent lithium-ion battery expert. If you have yet to return your phone, Baxter also advises customers that they should.

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