From today, (in summary) in the UK, it will not be legal to sell internet or network connectable products^[1] unless they meet the following three requirements:

1. Products cannot use a universal default password or one that is easy to determine.
2. Manufacturers must provide a public point of contact to report security vulnerabilities in products.
3. Manufacturers must publish the minimum amount of time a product will receive security updates.

We confirm that all Samsung products covered by the new law that were released in the UK in the last three years already comply with these requirements. The public point of contact for reporting security vulnerabilities and the length of software security update support for in-scope Samsung products can be found here: https://securityreport.samsung.com/

Statement of Compliance

In addition to the above three requirements, from 29^th April 2024, all relevant products supplied to end-users in the UK must also be accompanied by a Statement of Compliance confirming that the product fully complies with the above requirements.

Please see below for an example Statement of Compliance that will accompany in-scope Samsung products approved for sale in the UK.

[1] Some exceptions apply, including laptops and Wi-Fi only tablets

We stand united in grief with the people of the UK in mourning the loss of Her Majesty The Queen.

We offer our deepest condolences to the Royal Family, and we commemorate the Queen’s immense contribution to the world through a lifetime devoted to selfless public service.

Updated 24^th July, 2020

The Global Coronavirus (COVID-19) pandemic is an unprecedented situation, which continues to affect every one of us. First and foremost, our thoughts are with all those who have suffered as a result of the virus.

We have taken considerable steps to ensure the ongoing safety and wellbeing of our customers, employees and business partners across the UK and Ireland during these uncertain times, while minimising disruption.

We also continue to lend our support to the remarkable people on the frontline of this crisis who are working tirelessly to protect our nation at its time of greatest need.

To help frontline staff stay connected and provide compassionate care and support to those who need it most, we have undertaken several measures including donating thousands of smartphones and services.

We’ll Get Through This Together

The world is undoubtedly a different place but we remain strong and are committed to getting through this together by helping people stay connected, safe and healthy.

Our COVID-19 Task Force in the UK is carefully monitoring the situation daily to ensure that all aspects of our business are closely following the latest government guidelines on working practices and social distancing to protect our staff, customers and business partners.

Our UK retail and support premises, including Samsung KX, Samsung Experience Stores, Samsung Support Centres and our concessions within Harrods and Selfridges are now open. We are excited to welcome back our customers and colleagues to these spaces but are doing so cautiously with people’s health and wellbeing as our utmost priority.

We wish to reassure customers that we have implemented numerous measures to provide a safe environment for everyone. These include limiting the number of staff and visitors permitted onsite as well as altering store layouts, queuing and implementing one-way systems wherever possible to ensure people remain at safe distances.

We are providing face masks for Samsung staff to wear; we are conducting temperature checks on colleagues on arrival each day; and we have introduced changes to employee work and break routines to respect social distancing guidelines. All staff receive additional training on these new responsibilities before beginning work.

Hand sanitiser is available at stations around the stores, and all display devices are thoroughly cleaned after every use. In line with updated Government guidance, customers visiting our stores or support facilities in person must wear a face covering.

For customers wishing to explore our range virtually, Samsung.com now enables live, one-way video calling with Samsung Experts who can offer detailed information and advice on our product and services.

Elsewhere across our UK business, we continue to empower our people to work remotely wherever possible, while also strictly implementing measures in our offices under the latest government guidelines to provide a safe environment for those who need to be onsite.

We thank all our customers, employees and business partners for their support, patience and understanding over the past few months.

Supporting our Customers

As we have reacted and adapted to the pandemic, we have worked hard to minimise disruption to our Samsung Support services, with teams working remotely and being deployed where they are most needed. We have now re-introduced support for all repairs and we are working closely with our network of authorised service partners to increase capacity for in home repair, pick up service and doorstep repair.

As we adapt to new ways of working and with the reopening of our retail and support spaces, we have changed how we offer support for customers who visit us. We have put additional safety measures in place and all customers must now book in advance of their visit.  In addition, devices are sanitised before and after each interaction, and technicians carry out their work behind protective screens wearing face masks and gloves.

If you would prefer virtual support, you can now book a one-to-one consultation with one of our Samsung Experts, here. This is available alongside all of our online support options such as repair tracking, trouble-shooting and repair booking.

Please refer to the “customer support” tab in the FAQ section here to obtain all the latest information.

Here for each other

We will update this page to give you the latest information as our response to the pandemic in the UK develops. Thank you for your continued loyalty and understanding. Please take care of yourselves, your loved ones and your communities.

The Samsung UK Team

While many reviewers shared with us the vast potential they see, some also showed us how the device needs further improvements that could ensure the best possible user experience.

To fully evaluate this feedback and run further internal tests, we have decided to delay the release of the Galaxy Fold. We plan to announce the release date in the coming weeks.

Initial findings from the inspection of reported issues on the display showed that they could be associated with impact on the top and bottom exposed areas of the hinge. There was also an instance where substances found inside the device affected the display performance.

We will take measures to strengthen the display protection. We will also enhance the guidance on care and use of the display including the protective layer so that our customers get the most out of their Galaxy Fold.

We value the trust our customers place in us and they are always our top priority. Samsung is committed to working closely with customers and partners to move the industry forward. We want to thank them for their patience and understanding.

Following several months of in-depth investigations, Samsung Electronics today announced the cause of the Note7 incidents and measures to prevent a recurrence during a press conference held in Seoul, Korea. DJ Koh, President of Mobile Communications Business, Samsung Electronics, shared detailed results of the investigation and expressed his sincere apology and gratitude to Galaxy Note7 customers, mobile operators, retail and distribution partners and business partners for their patience and continued support. Koh was joined by executives from UL, Exponent and TUV Rheinland, leading independent industry groups that conducted their own investigation into various aspects of the Galaxy Note7 incidents.

Speakers included:

• Sajeev Jesudas, President, Consumer Business Unit, UL
• Kevin White, Ph.D, Principal Scientist, Exponent
• Holger Kunz, Executive Vice President Products, TUV Rheinland AG

Speakers discussed the findings of the investigations in depth and unveiled new measures Samsung has taken to respond to the incidents.

Based on what the company learned from the investigation, Samsung implemented a broad range of internal quality and safety processes to further enhance product safety including additional protocols such as the multi-layer safety measures and 8-Point Battery Safety Check. Samsung also formed a Battery Advisory Group of external advisers, academic and research experts to ensure it maintains a clear and objective perspective on battery safety and innovation. Battery Advisory Group members include:

• Clare Grey, Ph.D., Professor of Chemistry, University of Cambridge
• Gerbrand Ceder, Ph.D., Professor of Materials Science and Engineering, UC Berkeley
• Yi Cui, Ph.D., Professor of Materials Science and Engineering, Stanford University
• Toru Amazutsumi, Ph.D., CEO, Amaz Techno-consultant

“For the last several months, together with independent industry expert organizations, we conducted thorough investigation to find cause to the Galaxy Note7 incidents.” Koh said, “Today, more than ever, we are committed to earning the trust of our customers through innovation that redefines what is possible in safety, and as a gateway to unlimited possibilities and incredible new experiences.”

For additional information or to view the full press conference, visit www.samsung.com/galaxy

Samsung Electronics announces that it will replace all active Galaxy Note7 devices in the UK.

On October 10th, Samsung took the decision to stop sales and shipments of Note7 devices and requested all Note7 customers to stop using their device, back up their data and switch off their device. On October 11th, as part of our absolute commitment to customer safety, we announced that we would permanently discontinue sales and production of the Note7.

Since then, Samsung has worked closely with channel and retail partners to develop a programme that minimises any customer risk and inconvenience, allowing Note7 customers to either exchange their device for a Galaxy S7 or S7 edge, with a refund of the price difference, or obtain a refund.

Conor Pierce, Vice President of IT & Mobile Samsung Electronics UK & Ireland, Samsung Electronics, commented: “To all of our Note7 customers, we are truly sorry that we have not met the high standard that you expect from Samsung. We sincerely thank you for your patience during this time and apologise unreservedly for the inconvenience we have caused.

“Our absolute priority is customer safety – that’s why we are urging all Note7 customers to replace their device today and take advantage of the options available to them.”

For more information on the process of replacing your Note7, please visit www.samsung.com/uk/note7exchange/. Customers can also contact Samsung’s customer service team directly on 0330 7261000 (Monday to Saturday: 9am to 6pm, Sunday: 10am to 6pm).

Samsung Electronics confirmed it is currently working with its channel partners across the region to put in place a replacement programme which will allow Galaxy Note7 customers to exchange their Galaxy Note7 for a Galaxy S7 or S7 edge. Customers that exchange will be refunded the difference in price or alternatively, they can obtain a full refund.

Details of how the exchange programme will work will be communicated through Samsung’s website and directly to each customer on a regular basis.

In the UK, all Galaxy Note7 owners will be offered one of the following:

• Exchange the Galaxy Note7 for a Galaxy S7 or Galaxy S7 edge with a refund of the price difference
• Obtain a full refund

Conor Pierce, Vice President of IT & Mobile Samsung Electronics UK & Ireland, commented: “Our absolute priority is the safety of our customers – that’s why we are asking all Note7 customers to stop using your device, back up your data and switch it off.

“To all of our Galaxy Note7 customers, we are truly sorry that we have not met the high standards that you expect from Samsung. We thank you for your patience during this time and apologise for the inconvenience we have caused.

“We remain committed to working diligently with appropriate regulatory authorities to take all necessary steps to resolve the situation. Right now, our single-minded focus is on exchanging all Galaxy Note7 devices swiftly and efficiently to minimise any risk to consumers. If you have questions, please contact us on 0330 7261000 (Monday to Saturday: 9am to 6pm, Sunday: 10am to 6pm) and we will help you.”

The start of the Galaxy Note7 Exchange Programme follows Samsung’s decision on September 2 to immediately stop sales and shipments of the Note7, after an investigation revealed an issue related to an isolated battery cell.

Since this initial investigation, Samsung has worked hard to ensure the highest quality manufacturing and quality assurance processes are in place. Based on a thorough inspection, Samsung is fully confident that the battery issue has been completely resolved in the replacement Note7 devices that will be available to customers in UK and Ireland from this week.

Although there have been only a small number of reported incidents, customer safety is Samsung’s absolute priority. In addition to the beginning of the Note7 Exchange Programme today, Samsung will also introduce additional measures designed to protect customer safety and encourage Note7 customers to exchange their device as soon as possible:

• Battery software update: Samsung will issue new software to all pre-ordered Note7 devices in Europe that will limit the battery charge to 60%. This software will begin rolling out to existing customers’ devices this week (from September 20th in UK and Ireland). By actively limiting the ability of the device to charge to full capacity, Samsung aims to reduce the risk of incidents and simultaneously reinforce the message to customers that they should immediately replace their existing device with a new Note7.
• Note7 serial number checker: Note7 customers will be able to enter their device’s IMEI number* via a dedicated webpage** to confirm that they should exchange their existing device.

Customers who exchange their existing device for a new Note7 can be fully confident that their replacement device is not affected by the battery cell issue, courtesy of a new UX update to the battery icon. Any Note7 device that shows a ‘green’ battery icon (previous software version is white) on the device notification bar, the ‘Power Off’ prompt screen or the Always-On Display can be assured that the device is safe for charging. This UX update will be rolled out from tomorrow in UK and Ireland.

Conor Pierce, Vice President of IT & Mobile Samsung Electronics UK & Ireland, commented: “Our absolute priority is the safety of our customers – that’s why we are asking all Galaxy Note7 customers to act now and exchange today. We would like to apologise to our Note7 customers for not meeting the standard of product excellence that they have come to expect from Samsung and we sincerely thank them for their understanding and patience. We are confident that by exchanging their existing device for a new Note7, customers can expect to enjoy a smartphone experience of the very highest quality.”

For more information on the new Galaxy Note7 Exchange Programme, visit http://www.samsung.com/uk/note7exchange/

* The IMEI number is located on the back of the Note7. It can also be found by navigating on the Note7 to: Settings > About Phone or General Management > Status > IMEI information or Serial number

** The ‘go-live’ date of the dedicated webpage will vary according to each local market