After a report circulated Tuesday that Samsung denied reimbursing a South Korean customer whose Galaxy S10 5G exploded, the company has explained why. In a statement provided to CNET, the company says that the cause of the damage wasn’t a malfunction but rather the result of “external impact.”
“After retrieving the device from the customer, Samsung has closely inspected the device and concluded that the damage was caused by external impact,” a company spokesperson said.
According to the AFP, via The Economic Times of India, a user of the 5G handset identified only by his surname, Lee, claimed his phone blew up “without reasons.”
“My phone was on the table when it started smelling burnt and smoke soon engulfed the phone,” Lee told the outlet, going on add that he “had to drop it to the ground when I touched it because it was so hot.”
All four US carriers have announced plans to carry the device, the first phone with built-in 5G available in the US. Verizon will have the phone first, launching it on May 16 for a starting price of $1,300 for the 256GB model.
More recently Samsung has been trying to get out of the shadow of yet another public relations black eye, dealing with the fallout related to its Galaxy Fold. The company delayed the launch of the hotly anticipated foldable phone, which unfolds from a traditional 4.6-inch phone to a larger 7.3-inch tablet after reviewers experienced issues with the tablet screen. CNET’s unit, however, did not have those issues.