Samsung Electronics America’s President and Chief Operating Officer Tim Baxter has finally and officially made a video statement on the recent battery issue that’s been plaguing the South Korean tech giant less than a couple of weeks since the commercial launch of the smartphone. Samsung quickly made a recall not only in the US and its native country but also in other countries.

The company drew flak with the move and was even criticized by the Consumer Reports, saying Samsung should make the recall and exchange programs official by involving the Consumer Product Safety Commission (CPSC). Samsung already did and posted this video explanation.

Watch the video below:

Here is a transcript of the video:

At Samsung, our highest priority is our customers. Their aspirations, their needs, and their safety. With battery cell defects in some of our Note 7 phones, we did not meet the standard of excellence that you expect and deserve. For that, we apologize 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 . We will work everyday to earn back your trust through a number of unprecedented actions and with the extraordinary support of our carrier partners, suppliers, and the United States Consumer Product Safety Commission.

Here are the facts: The CPSP has worked closely with us to develop, expedite, and execute a plan to protect American consumers. We notified them of a potential defect in the original Note 7 batteries and then issued a global directive to stop sales immediately.

To date, we already have exchanged 130,000 units—-a fast and meaninghful start. With the CPSC’s partnership, we will continue implementing corrective steps to exchange every single Note 7 on the market. To be clear, the Note 7 with the new battery is safe. The battery cell issue is resolved and this finding has been affirmed by an independent lithium-ion battery expert.

To our Note 7 owners, if you have not yet replaced your original Note 7, please, please power it down and return it. New Note 7 phones will be available for exchange no later the next Wednesday, September 21st. Visit Samsung.com for more information. Thank you.

Read more about the Galaxy Note 7 recall and replacement program HERE.

SOURCE: Samsung