A top Samsung official issued an unusual video apology over Galaxy Note7 battery-related defects linked to fires and assured owners that replacement Note7 units are safe.

“With battery cell defects in some of our Note7 phones, we did not meet the standard of excellence that you expect and deserve. For that, we apologize, especially for those of you who were personally affected by this,” said Tim Baxter, president and chief operating officer for Samsung Electronics America, in the video, which was released early Friday. The video runs for 2 minutes and 24 seconds.

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