Samsung, CPSC: Turn off your Galaxy Note 7 now

Original or replacement, Power down your Samsung Galaxy Note 7 phone. USA TODAY

NEW YORK — Power down your Samsung Galaxy Note 7 phone now.

Whether you’ve hung onto the original Note 7 or exchanged it for one of the replacement devices, Samsung and federal regulators are urging consumers to turn the device off because some of the phones — including replacement units — are overheating when charged.

“No one should have to be concerned their phone will endanger them, their family or their property,” U.S. Consumer Products Safety Commission Chairman Elliot S Kaye said in a statement emailed to USA TODAY. “Due to the ongoing safety concerns associated with Galaxy Note 7 phones, it is the right move for Samsung to suspend the sale and exchange of all Galaxy Note 7s.”

The South Korean electronics giant, meanwhile, issued a statement late Monday, in which it asked “all carrier and retail partners globally to stop sales and exchanges of the Galaxy Note7 while the investigation is taking place.”

In the U.S., leading carriers AT&T, Sprint, T-Mobile and Verizon Wireless have already temporarily halted sales and exchanges of the phone, an action Kaye praised in his statement.

Samsung recalled 2.5 million of the original Note 7s last month, with consumers exchanging many of the phablet-sized phones for handsets that Samsung insisted were safe to use. Last week, a replacement Note 7 caught fire on a Southwest Airlines flight from Louisville to Baltimore, prompting an evacuation. In the days since, there have been reports of at least two other phones overheating.

While the investigation continues, the CPSC and Samsung advised Note customers to turn off their devices and to take advantage of available remedies, including a full refund.

“This is the safest course of action,” Kaye said.

T-Mobile CEO John Legere also weighed in with a tweet urging customers to return to stores “ASAP.”

The episode has been a PR nightmare for Samsung and has raised questions about the future of the Note franchise, which had draw rave reviews and initially strong sales.

Jeremy Robinson-Leon, a principal at the Group Gordon crisis management communications firm, says Samsung must figure out why the phones have been exploding before repairing its reputation. By way of comparison, he says, “there was no way (British Petroleum) was going to rebuild its brand until the oil at the bottom of the ocean stopped gushing.”

Consumers with the phones can call 1-844-365-6197 to get more information or visit The CPSC is also asking consumers to report any ongoing safety issues with the phone at

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