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Tech Help, Electronics, & Gaming Discuss Samsung's response to a customer whose phone caught fire only made things worse at the General Discussion; Damage control is a tricky thing: One wrong move can make a small crisis exponentially worse. Such is the case ...

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Old 12-09-2013, 09:06 PM
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Angry Samsung's response to a customer whose phone caught fire only made things worse

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Damage control is a tricky thing: One wrong move can make a small crisis exponentially worse. Such is the case for Samsung, which moved to suppress YouTube evidence that its Galaxy S4 smartphone can catch fire for no reason at all, only to have the original poster call the company out for it in a second video that received five times as many views as the first.

Samsung had itself to blame for the initial clip as well. In it, YouTuber ghostlyrich remarks that the company had demanded proof that his new phone was indeed defective before they would agree to replace it—they just didn’t expect him to share that evidence with the world. We get a few closeups of the charred and melted charging port, along with an alarming hypothetical: The battery could have exploded, resulting in a much worse fire.

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Ghostlyrich soon received a settlement proposal from Samsung that promised he could exchange his fried phone for “a similar model,” but on several conditions. He would have to delete his YouTube video, promise not to upload similar material, officially absolve the company of all liability, waive his right to bring a lawsuit or other legal complaint, and never make the terms of this agreement public. A witness would also have to sign the form.

Sounds airtight, doesn’t it? But Samsung didn’t anticipate that ghostlyrich would twist the knife by conveying to his subscribers what steps the manufacturer was taking to brush a serious safety concern under the rug. Now almost half a million people have seen that Samsung won’t provide the services outlined in their warranty until you sign some more rights away.

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That should be a valuable lesson to businesses everywhere: You may be able to get away with selling a product that burns a few apartments down, but trying to censor whomever publicly complains about it will provide a crash course in the Streisand effect.
The Daily Dot - Samsung's response to a customer whose phone caught fire only made things worse


Glad this guy didn't blindly sign his rights away. The phone company should have just replaced it and worked to fix the issue.
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Old 12-09-2013, 09:51 PM
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Default Re: Samsung's response to a customer whose phone caught fire only made things worse

Samsung could have avoided this by just telling the customer how sorry they were and giving the guy a new phone. In today's world with the internet the people have a lot of power to turn the tables on a big company.

to the little guy
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Old 12-10-2013, 12:26 AM
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Talking Re: Samsung's response to a customer whose phone caught fire only made things worse

What no free fire extinguisher with purchase of every phone?

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Old 03-30-2017, 09:16 AM
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Red face Re: Samsung's response to a customer whose phone caught fire only made things worse

Will they be half-priced?...

Samsung Plans to Sell Refurbished Galaxy Note 7s
March 28, 2017 — Tech giant Samsung Electronics plans to sell refurbished versions of the Galaxy Note 7 smartphones, the company said late on Monday, signaling the return of the model pulled from markets last year because of fire-prone batteries.
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Samsung's Note 7s were permanently scrapped in October after some phones self-combusted, prompting a global recall roughly two months after the launch of the near-$900 devices. A subsequent investigation found manufacturing problems in batteries supplied by two companies — Samsung SDI Co and Amperex Technology. Analysis from Samsung and independent researchers found no other problems in the Note 7 devices except the batteries, raising speculation that Samsung will recoup some of its losses by selling refurbished Note 7s. A person familiar with the matter told Reuters in January that it was considering the possibility of selling refurbished versions of the device or reusing some parts.

Samsung's announcement that revamped Note 7s will go back on sale, however, surprised some with the timing - only days before it launches its new S8 smartphone on Wednesday in the United States, its first new premium phone since the debacle last year. Under pressure to turn its image around after the burning battery scandal, Samsung had previously not commented on its plans for recovered phones. "Regarding the Galaxy Note 7 devices as refurbished phones or rental phones, applicability is dependent upon consultations with regulatory authorities and carriers as well as due consideration of local demand," Samsung said in a statement.


A customer holds a Samsung Electronics Galaxy Note 7 smartphone at the headquarters of South Korean mobile carrier KT in Seoul, South Korea

South Korea's Electronic Times newspaper, citing unnamed sources, said on Tuesday that Samsung will start selling refurbished Note 7s in its home country in July or August and will aim to sell between 400,000 and 500,000 of the Note 7s using safe batteries. Samsung said in a statement to Reuters that the company has not set specifics on refurbished Note 7 sales plans, including what markets and when they would go on sale, though it also said it does not plan to sell refurbished Note 7s in India or the United States. The company said refurbished Note 7s will be equipped with new batteries that have gone through Samsung's new battery safety measures. "The objective of introducing refurbished devices is solely to reduce and minimize any environmental impact," it said.

The company estimated that it took a profit hit of $5.5 billion over three quarters because of the Note 7's troubles. It had sold more than 3 million of the phones before taking the model off the market. Samsung also plans to recover and use or sell reusable components such as chips and camera modules, as well as rare metals such as copper, gold, nickel and silver from Note 7 devices it opts not to sell as refurbished products. Environment rights group Greenpeace and others had urged Samsung to come up with environmentally friendly ways to deal with the recovered Note 7s. Greenpeace said in a separate statement on Monday that it welcomed Samsung's decision and that the company should carry out its plans in a verifiable manner.

Samsung Plans to Sell Refurbished Galaxy Note 7s
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Old 03-30-2017, 04:06 PM
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Default Re: Samsung's response to a customer whose phone caught fire only made things worse

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Originally Posted by waltky View Post
Will they be half-priced?...

Samsung Plans to Sell Refurbished Galaxy Note 7s
March 28, 2017 — Tech giant Samsung Electronics plans to sell refurbished versions of the Galaxy Note 7 smartphones, the company said late on Monday, signaling the return of the model pulled from markets last year because of fire-prone batteries.
wow way to thin the population, South K.
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Old 07-04-2017, 04:25 AM
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Red face Re: Samsung's response to a customer whose phone caught fire only made things worse

Samsung bringin' back Refurbished Note 7 Smartphone...

Samsung to Sell Refurbished Note 7 Smartphone
July 02, 2017 - Samsung Electronics said Sunday it will start selling refurbished versions of the Galaxy Note 7 smartphone this week in South Korea.
Quote:
The Note 7 was recalled last year because its batteries would overheat and catch fire. The refurbished versions will use different batteries. The new Galaxy Note FE phone, built with unused components of the Note 7, will cost $611, a significant drop in price from the Note 7's price tag of nearly $1,000. Samsung recalled the Note 7 less than a month after its launch when reports of the phone's batteries catching fire emerged.


A customer holds a Samsung Electronics Galaxy Note 7 smartphone at the headquarters of South Korean mobile carrier KT in Seoul, South Korea

The company released another Note 7 with replaced batteries, but those batteries also overheated and Samsung discontinued the Note 7. Earlier this year, the tech giant released the results of an investigation that determined the phone fires were the result of flaws in the design and production of batteries supplied by two battery makers.

Close to 3 million Note 7s were returned to Samsung, prompting environmental groups to urge the South Korean company to reuse the electronics parts of the Note 7 to reduce waste. "The latest launch of the Galaxy Note FE ... has a significant meaning as an environment-friendly project that minimized the waste of resources," Samsung said in a statement. Samsung said it has not decided if it will sell the Note FE internationally.

https://www.voanews.com/a/samsung-to...e/3924910.html
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Samsung Recycles, Sells Galaxy Note 7 in South Korea
July 02, 2017 — Samsung Electronics said Sunday its recalled Galaxy Note 7 phones will be recycled and sold starting this week in South Korea.
Quote:
The Galaxy Note FE phone, using unused parts in the recalled Note 7 smartphones, will go on sale in South Korea Friday at 700,000 won ($611), about three quarters of its original price. The company said the supply will be limited to 400,000 units. Overseas sales plans will be determined later, it said in a statement.Samsung said the Note FE has “perfect safety.”

Black eye for Samsung

The original Note 7 was one of the biggest black eyes in Samsung’s history. When it was launched in August 2016, the Note 7 was Samsung’s answer to Apple’s upcoming iPhone. It was also one of the most expensive Samsung phones with the price starting at $850. But after reports emerged that its batteries were prone to overheat and catch fire, Samsung recalled the phone in less than a month of its launch and released another one with replaced batteries. But the second batch also tended to overheat, prompting Samsung to discontinue the Note 7.


The burned Samsung Note 7 smartphone belonging to Brian Green is pictured in this undated handout photo obtained by Reuters, Oct. 6, 2016.

The debacle dealt a blow to Samsung’s corporate image. Aviation authorities around the world banned the pricy phone on flights and photos of scorched Note 7s circulated on social media. Samsung spent billions of dollars to recall the Note 7 and fix its damaged brand. Earlier this year, the company released the investigation results and blamed flaws in design and production of batteries supplied by two battery makers.

Environmentalists urged reuse of parts

After Samsung recalled millions of Note 7 phones, environmental activists have pressured the South Korean tech giant to reuse the electronics parts to reduce waste. Samsung said the Note FE is part of its efforts to minimize waste. The Note FE, short for “Fan Edition,” features the screen measuring 5.7 inches (14.48 centimeters) diagonally and the stylus pen.

https://www.voanews.com/a/samsung-re...a/3924871.html
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