Samsung has compromised its credibility in front of customers all over the world through the process of replacing the terminals Galaxy Note 7 affected by defective batteries. The world was initially surprised to learn that the Galaxy Note 7 caught fire out of nowhere due to a faulty battery, but Samsung managed to surprise the whole planet with its way of solving the problem.
Initially Samsung announced that it would replace all Galaxy Note 7 units affected by this problem, but information from within the company suggested that the announcement was made without a plan being established. This was easy to understand after Samsung needed some time to announce how it will actually replace those terminals.
Samsung triumphantly announced that 90% of customers who brought Galaxy Note 7 terminals to be replaced chose a "safe" terminal in exchange for the old unit. This "safe" terminal had a battery that didn't catch fire out of nowhere, and Samsung started promoting the smartphone again as "safe" for use around the world.
Samsung has compromised its credibility
To make things even more credible, the president of Samsung USA recorded a video clip in which he apologized to American consumers for this problem. He promised them that replacement Galaxy Note 7 terminals can be used without worry by customers, and so many people chose to trust the Samsung company.
Last weekend, the first surprise appeared in this never-ending saga, a Galaxy Note 7 terminal replaced by Samsung, catching fire on a plane. The passengers were evacuated, the race was cancelled, and the firemen and federal authorities took over the terminal to investigate and find out what was the source of the fire, without Samsung having access to it.
However, the world didn't start accusing Samsung of lying until after three other "safe" Galaxy Note 7 terminals caught fire even though they had been replaced only a week ago. Moreover, an SMS received by one of the victims from an apparent Samsung representative seriously turned things upside down, implying that Samsung would try to cover up the case.
After the initiation of the process of replacing the Galaxy Note 7 terminals, the world began to calm down and put the whole problem on a production error, a normal thing for a manufacturer. Now that the replaced units are catching fire out of nowhere, the world is wondering how much Samsung lied and how many cases it would cover up to hide the problem.
All manufacturers of cars, electronic products, etc., have problems with the manufactured products and can recall them for repairs or replacements. In rare cases, the bodily integrity of the customers is put at risk, and then the manufacturers try their best to solve the problems, but Samsung does not seem to have done this and has lost its credibility as a company.
I can't imagine how any sales representative of Samsung, or a partner, can recommend, without shaking his voice, the purchase of a Galaxy Note 7. I don't know how a customer can spend money on a smartphone that can caught fire out of nowhere, but I'm curious to see what else Samsung has to say in this situation.
The US press has turned its sights on Samsung and is waiting with great interest for an answer to this problem, but it is hard to believe that there is anything positive to say. Samsung should think seriously about the next steps, because constantly lying to customers is the sure path to extinction.
