There is a process for handling events like this. At minimum he should have been referred to Samsung. The phone is also under warranty and depending on the circumstances eligible for a warranty exchange.
I am the man with the "exploding Galaxy S7 Edge" on the news. Here is the truth, the whole truth, and nothing but the truth.
The phone was plugged in around midnight on the back of the couch the night before. About 6 hours later, I woke up for work, got dressed, got my stuff together, etc, my girlfriend got up with me to see me off. Just as I was about to leave we heard a pop and then a sizzling sound. We looked around for a second trying to figure out what we heard then we noticed smoke coming from the couch with a wire coming from it. It was the S7 smoking while still plugged in. YES IT WAS THE ORIGINAL FACTORY CHARGER AND WIRE! I grabbed the wire and headed for the door to throw it outside. The phone fell from the wire so I grabbed it to throw it out the door and it landed in the grass. Everyone is safe, nobody got hurt. I am not mad at Samsung, in fact, I am a Samsung fan FOR LIFE! Why? Because Samsung reached out to me to ask me if I was OK, if my family is OK, what damage is done, etc etc etc. AT&T only said "You owe us $200" and that is all. Nobody once said "That's terrible! Can you bring the phone to our store so that a customer service representative can take a look at it or maybe assist you?" In fact, nobody even asked me if I was OK! They read a script from a computer screen in front of them and that is it. So far, nobody from AT&T gives a crap. Samsung rocks though! And I know the comments about a million dollar lawsuit will come after this, but It's not about that. All I want is away from AT&T and my phone replaced. That's it.
Thats me in the video. I am NOT upset with Samsung! Sh!t happens
AT&T, next time, maybe ask if the customer is OK. Maybe offer a loaner phone until Samsung has a chance to get this sorted out. I swear, the only reason you have real humans on the customer support phone banks or in the store is because nobody is quite ready to deal with a robot, but that is all they are. The lady in the store admitted to me that she is a nobody, she cannot do anything to help me. Horrible customer care!
All kinds of phones burn up...we just never hear about it unless it's multiple incidents of same phone. I stopped charging any phone at night just in case...I'm glad the people in the article are okay. That would scare me!
With that being said, it seems like this is an isolated incident and no way an indication of a larger trend, at least I hope not. I use an iPhone 7 Plus as my daily driver and I would never charge it overnight for this very reason.