Samsung Runs Full-Page Ads Apologizing to Consumers for Note 7 Fiasco

[MacRumors]

Samsung has issued a full-page ad in three major U.S. newspapers and published an open letter on its website apologizing to its customers for the Galaxy Note 7 debacle (via The Verge).

The print letter was signed by Gregory Lee, president and CEO of Samsung Electronics North America, and appeared in Monday editions of The Wall Street Journal, The New York Times, and The Washington Post.

Full-page apology ads are the future of print media: pic.twitter.com/fBAZ9uXFmD - Rurik Bradbury (@RurikBradbury) November 7, 2016

"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. 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."

The online letter was signed by Y H Eom, president and CEO of Samsung Electronics Europe, and apologized similarly to "a small number of affected customers" on the continent, where the Note 7 had yet to go on general sale.

Samsung still doesn't know exactly what caused some Note 7 handsets to spontaneously combust, but says it will continue to investigate the device's design and manufacturing process to determine what went wrong.

Released in August ahead of Apple's latest iPhone, the Note 7 quickly found itself at the center of a quality control crisis after reports emerged of phones setting on fire, causing injury and property damage.

Samsung permanently discontinued the phone after replacement units started exploding as well. Samsung says about 85 percent of all devices have now been returned. Analysts believe the recall will cost the company $5.4 billion in profit through the first quarter of 2017.

Samsung's letter of apology also covers reported issues with various models of top-load washing machines, which have also been subject to a company recall. According to Bloomberg, 2.8 million machines in the U.S. were recalled by Samsung last week after it was found that the top could become detached from the chassis during use.

The U.S. Consumer Product Safety Commission said there had been nine related reports of injuries and that Samsung had received more than 700 reports of faulty machines since the problem came to light.

Article Link: Samsung Runs Full-Page Ads Apologizing to Consumers for Note 7 Fiasco

 

[keysofanxiety]

At the bottom of the page: "This message will self-destruct in 5 seconds."

 

[dannys1]

I was waiting for the story of someone trying to take a photo of their Samsung washing machine that had fallen apart with their Note 7 which later exploded.

 

[JaySoul]

MacRumors, you should MAYBE focus a BIT MORE on Apple stuff now. The Note 7 thing is basically over.

 

[ArtOfWarfare]

Is there any overlap between people who bought the Samsung Note 7 and people who still get physical copies of any of these magazines?

 

[Sunny1990]

Dear Samsung

 

[evoga]

That looks like Edward Snowden.

 

[actinide]

Well, they are sorry. Sh*t happens (glad I am not a Samsung user). They are taking measures to resolve this issue which is a good thing). Whereas some will blame the customer (using it wrong): nieces' iphone 7plus suffered water damage: 'sorry the warranty does not cover water damage. Presumably you did something wrong'.

 

[cloudness]

Obviously a panic strategy in face of the recently announced class action lawsuit for Note 7 customers.

 

[TMRJIJ]

Apology accepted, Samsung.



Sorry. I couldn't resist

 

[theheadguy]

MacRumors, you should MAYBE focus a BIT MORE on Apple stuff now. The Note 7 thing is basically over

What have they not covered about Apple that you stil want them to cover? Quit frothing at the mouth at the thought of every minute detail about Apple being served to you in the form of a MR article. MR forums exist- search to your heart's content.

 

[Moorepheus]

So, Samsung cheaped out in their apology. Wells-Fargo did the right thing, they have TV Advertisements for their apology. Who read's news papers anymore?

 

[Donoban]

Really keen to know the cause. Wonder if Samsung will ever disclose.

Ignore that, just read they will share the results of their findings.

 

[Danoc]

And what about those who bought the very latest Samsung washing machine and were left ?

 

[genovelle]

Well, they are sorry. Sh*t happens (glad I am not a Samsung user). They are taking measures to resolve this issue which is a good thing). Whereas some will blame the customer (using it wrong): nieces' iphone 7plus suffered water damage: 'sorry the warranty does not cover water damage. Presumably you did something wrong'.

Hope it didn't explode after getting a safe replacement.

 

[Taz Mangus]

From what I have read Samsung is refusing to cover damage claims that were a caused by the Note 7. But hey, I guess that apology should make up for that, right. I have a wild idea, instead of paying money for printed ad, use that money and put it into proper safety and engineering testing.

 

[Donoban]

From what I have read Samsung is refusing to cover damage claims that were a caused by the Note 7. But hey, I guess that apology should make up for that, right. I have a wild idea, instead of paying money for printed ad, use that money and put it into proper safety and engineering testing.

they beat Apple to market but at what cost. Not surprising they want to skimp out on insurance payouts.

This isn't a crisis for Samsung, they'll recover and be back year with a note 8.

 

[APlotdevice]

Is there any overlap between people who bought the Samsung Note 7 and people who still get physical copies of any of these magazines?

It isn't just about actual Note 7 owners. This incident has damaged the company's reputation as a whole.

 

[efktd]

They lost me at, "we innovate"

 

[smacrumon]

Samsung are doing a good job of making amends. But, they really need to focus on ridding their products if serious faults. If not, regulators should shut them down. Apple will then need to shop elsewhere for components.

 

[haruhiko]

Some people here certainly have double standards towards Apple and Samsung.

For Samsung - **** happens! Give Samsung a break! Apple stuff also explodes (don't ask me for source).
For Apple - how dare you stop me from complaining about the MacBook Pro!

 

[Dormammu]

Hope it didn't explode after getting a safe replacement.

Zing!!!

 

[Col4bin]

Hey Samsung, newsflash: U.S. newspapers have been in steady decline for the past ten years, having sharply skewed to the 65+ year old demographic at a 48% readership rate. (My grandparents gladly accept your apology.) Way to limit your exposure--I'm sure they're not your intended audience.

 

[Iconoclysm]

At least the marketing department is sorry!

 

[Benjamin Frost]

Glad to see some humility from Samsung.

I'd like to see Apple take a leaf out of their book and start running full-page apologies for similar mistakes like Touch Disease. Sometimes, being unapologetic drives consumers away.