Samsung goes old skool with Note 7 written apology
Samsung has taken out the full-page ads in order to apologise to its customers for the discontinuation of its Note 7 smartphone.
Monday’s paper editions of three major U.S. newspapers were targeted: The New York Times, the Wall Street Journal and the Washington Post.
In the sorry note Samsung promises to carry out a “careful” investigation into the causes of Note 7’s battery problems. If you missed exactly what the issue was; the cell tended to overheat and then burst into flames. This was recorded in several dozen cases before the phone was discontinued.
At Samsung, we innovate to deliver breakthrough technologies that enrich people’s lives. An important tenet of our mission is to offer best-in-class safety and quality. Recently, we fell short on this promise. For this we are truly sorry,”
More than battery issues
Perhaps the most interesting and important part of this act of contrition is that Samsung pledges to share the findings of its investigation with the public. Let’s face it, statements from the company regarding the actual cause of the Note 7’s problems have been somewhat vague.
We will re-examine every aspect of the device, including all hardware, software, manufacturing and the overall battery structure. We will move as quickly as possible, but will take the time needed to get the right answers,”
To me this seems to say that Samsung hasn’t actually figured out what had caused Note 7’s battery issues.
The company started off by saying that the problem was with the battery itself. Their reaction to this was to recall devices with a particular battery type back in September and offering buyers the model with a slightly different battery as replacement.
Fair enough. But, after the replacement devices started combusting, it soon became apparent that the remedy was more involved than a simple battery swap.
Samsung has already announced its next-gen flagship, the Galaxy S8, as well as mentioning the Note 8. They really need to sort things out quick-smart in order to get buyers back on side.
More bad news
That might be easier said than done as they have just had to recall a line of their top-loading washing machines, affecting 34 models sold between March 2011 and November 2016. 2.8 million units were recalled after reports that 730 units have had their tops blow off, leading to nine injuries.
Perhaps Samsung should just enter the demolition market?
I think the apology is a good thing. Letting everyone know what went wrong, even more so.
As far as I can make out, the paper-based sorry is only appearing in US newspapers.