Samsung takes its customer relations seriously and to prove that point, the President and COO of Samsung Electronics America personally addresses customers with regards to the Note 7 battery issue and the solutions that the company is now undertaking to resolve the crisis.
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In a video released on 15 September, Baxter speaks openly about the Note 7 disaster.
One culprit: While Samsung said it would “voluntarily replace [a user’s] current device with a new one over the coming weeks”, it didn’t formally tell existing Note 7 users to stop using their phones until a week later.
Meanwhile, Samsung has officially recalled 1 million of its Galaxy Note 7 phones sold before september 15 because of “serious fire and burn hazards”. It looks as if many buyers have opted not to do this and take their chances. Several Australian commercial airlines banned the phone outright. Questions must be asked of the company’s quality control system which should have identified the problem in the battery even before the Note 7 was put on the shelves. The new replacement units, on the other hand, will have a green one, according to a ZDNet report citing Samsung.
Samsung has received 92 reports of the lithium-ion batteries overheating in the USA, including 26 reports of burns and 55 of property damage from fires in cars and a garage, the agency said. Baxter also urges customers who already have purchased a Note 7 thus far to not use the device and return it immediately. The Federal Aviation Administration (FAA) issued a warning as well.
“As a general matter it’s not a recipe for a successful recall for a company to go out on its own”, commission chairman Elliot Kaye said.
To avoid confusion and distinguish the new replacement units, the bottom of the boxes will have a blue “S” inside a white circle that is enclosed in a black rectangle.
“I love the phone. But I’m scared it’s going to explode”, said Franco.
Samsung may have gotten the ball rolling early with a self-imposed replacement program, but the US government on Thursday made it official: the company’s Galaxy Note 7 smartphone is recalled.
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“He has a deep second-degree burn, roughly the size of the phone, on his right thigh”, Strobel’s lawyer Keith Pierro said.
