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Samsung’s Galaxy Note7 recall wins positive reviews
Collected
2016.09.20
Distributed
2016.09.21
Source
Go Direct
U.S. media that were inundated with criticism after flawed Galaxy Note 7 devices that exploded or caught fire began to turn soft to Samsung Electronics Co.

An article titled “Critics Are Wrong: Samsung Handled Galaxy Note 7 Recall Just Fine,” written by Geoff Colvin, was posted on Fortune’s website on Sept. 16, lauding Samsung’s “ultra-cautious” handling of the crisis. It reads “that a month from now, any reputational damage to Samsung from the handling of the recall will have evaporated.

The article walks readers through Samsung’s Galaxy Note 7 recall process from the first reported case of a phone explosion on Aug. 25, and its announcement of a global recall program on Sept. 2, to the U.S. Consumer Product Safety Commission (CPSC)’s issues of official warning against the use of the Note 7 on Sept. 9 and a recall notice of the devices on Sept. 15. It pointed out that “not much more could have been done to alert consumers that the Galaxy Note 7 was dangerous.”

Fortune also sees the danger of being harmed by the Galaxy Note 7 isn’t very great, claiming that “chances of owning a Galaxy Note 7 that explodes or just overheats are about the same as your chances of being struck by lightning in your lifetime (0.009 percent vs. 0.008 percent).” It added, “You’re far likelier to freeze to death (0.02 percent) than to be burned by your Galaxy Note 7. Users seem to realize this.”

The commentary said that Samsung’s battery blunder - “which will cost billions in direct losses and unknowably more in a tarnished reputation” - is the main focus, not its recall handling.

Samsung may have been “rightly criticized for being slow with a specific, clear procedure for how and when phones would be replaced,” But it announced on Sept. 15 that “replacement phones would be available in U.S. stores starting next Wednesday - a logistical feat considering that about a million U.S. phones are being recalled,” Fortune said.

IT media outlet Computerworld, also wrote about a top Samsung official’s video apology released Friday. It said the apology won a positive review from Patrick Moorhead, an analyst at Moor Insights & Strategy. He said he likes that Samsung posted the video, adding, "it personalizes the recall for consumers and puts a face on the company. This is intended to create empathy but also provide yet another message for consumers to return Note 7 phones."

By Moon Jae-yong

[ⓒ Pulse by Maeil Business News Korea & mk.co.kr, All rights reserved]