Samsung just made one of the boldest move in the tech industry’s recent years
You are one of the 2 biggest players in the mobile industry globally. You just launched your best and most advanced device to date and is currently in the process of shipping them to customers in all markets.
Suddenly there are 2 reports saying that the battery ‘exploded’ while charging. What do you do?
a) Tell the 2 unlucky customers to send the units back and give them new ones, and close the case. OR
b) Delay the release, recall every single unit of the flagship device shipped from every country, solve the battery problem and promise to existing customers that they will be given a brand new unit when issue has been fixed.
Well, Samsung picked the second option and has started publishing official statements in individual markets today. Why? Because customers’ safety is more important than selling more devices. At least that’s what was mentioned in the statement.
They went even further than just announcing the recall. The statement also announced that after investigation, they have found out that there have been 35 cases that have been reported globally. You can read the full statement here:
Samsung is committed to producing the highest quality products and we take every incident report from our valued customers very seriously. In response to recently reported cases of the new Galaxy Note7, we conducted a thorough investigation and found a battery cell issue.
To date (as of September 1) there have been 35 cases that have been reported globally and we are currently conducting a thorough inspection with our suppliers to identify possible affected batteries in the market. However, because our customers’ safety is an absolute priority at Samsung, we have stopped sales of the Galaxy Note7.
For customers who already have Galaxy Note7 devices, we will voluntarily replace their current device with a new one over the coming weeks. Customers may contact Samsung Malaysia Careline at 1-800-88-7799 for further enquiries of their current Galaxy Note 7 device before replacement takes place.
We acknowledge the inconvenience this may cause in the market but this is to ensure that Samsung continues to deliver the highest quality products to our customers. We will work to ensure the replacement experience is as convenient and efficient as possible.
This happened just days before the announcement of the iPhone 7
It is definitely unfortunate for Samsung that this happened just days before the announcement of the iPhone 7. But the decision for a global recall and not keeping quiet should totally be given a thumbs up. Just like what these tech enthusiasts Tweeted:
One thing I respect #Samsung for over the Galaxy Note 7 fiasco is they clean up their shit, Apple/Microsoft/etc just sweep it under a rug.
— PsychoMania (Steve) (@psychomania666) September 2, 2016
— John Urbaniak (@johnnyurb) September 2, 2016
What do you think of Samsung’s decision? Will this affect your interest in the Galaxy Note 7? Share your thoughts in comments below 🙂