We’ve heard from dozens and dozens of readers who have had trouble exchanging their defective Samsung Galaxy Note 7 phones since the recall became official. Consumers who do get their hands on new phones, though, are supposed to be able to trust that those units are safe — or at least, as safe as any other new phone — and are not going to catch fire while in use.
As The Verge reports, a Southwest flight from Louisville to Baltimore was evacuated at the gate this morning. The culprit? A Samsung Galaxy Note 7 phone that had begun to smoke. All passengers on crew on board evacuated safely back to the terminal and there were no injuries, which is all great news.
But this news is much less good: The Verge spoke to the owner of the flaming phone and confirmed that his unit is one of the new ones that Samsung has deemed to be safe. Indeed, he picked it up from an AT&T store on Sept. 21, the day that most carriers began conducting exchanges.
The phone’s owner sent a photo of the product box to The Verge, which confirms that it does indeed have the black square box on it that indicates a phone is new. By every possible measurement, then, this is supposed to be one of the “safe” ones.
More: A recall timeline; Note 7 owners report exchange problems
The owner reports that he had powered down the phone, which was at about an 80% charge, and put it in his pocket when it began smoking. He dropped it, and a “thick grey-green angry smoke” continued coming out. After everyone evacuated, his colleague went back to the plane to get some things and said that the phone had burned straight through the plane’s carpet and scorched the aircraft’s subflooring.
The Louisville Fire Department’s arson unit now has the phone for investigation, The Verge reports; its owner has replaced it with an iPhone.
“Until we are able to retrieve the device, we cannot confirm that this incident involves the new Note 7,” Samsung said in its statement. “We are working with the authorities and Southwest now to recover the device and confirm the cause. Once we have examined the device we will have more information to share.”
This comes on the heels of a report from the Wall Street Journal late last week that some owners of replacement Note 7 phones found they were running dangerously hot, to the point where they couldn’t be held.
If you’re still having trouble getting your recalled Galaxy Note 7 exchanged, or if you’re having trouble with a new replacement phone, please let us know: drop us a line at firstname.lastname@example.org with the subject line “Note 7 trouble” and tell us your story.
Replacement Samsung Galaxy Note 7 phone catches fire on Southwest plane [The Verge]
Editor's Note: This article originally appeared on Consumerist.