Samsung Addresses Note 7 Customer Concerns in Video Message Apology

[Feenician]

Im not denying that! it's totally their fault

The problem is you were denying that. You attempted, quite transparently, to put the blame entirely on the fact that Samsung are using Li Po batteries and that that somehow affects everyone on the same scale. It doesn't and repeated attempts to show that other Li Po batteries in other devices have gone on fire are quite irrelevant because it is the scale of the issue that's a problem here. All phones had to be withdrawn.

And the, funnily enough, you make the same attempt at denial in the same comment you say you weren't denying it.

iPhone 6 user on Facebook with 30 degree burns and others..they are so many

All Li Po batteries have a chance at catastrophic failure. Every single one. That chance is normally extremely marginal, but the Note 7 has a fundamental flaw in its design and manufacture.

 

[317342]

Samsung as a company is fair game but laughing or picking on those affected customers is bad karma--this has gotta suck for them, no matter who makes their phone.

Had it been Apple instead of Samsung, this voluntary/involuntary recall would've been handled FAR better, and without the scripted "We apologize...not really...please buy our phones." video.

Despite what they would have you believe, Samsung isn't widely known for "quality" merchandise, especially in their mobile units.

Looks like they're also cutting the charging limit via a software update as a prophylactic measure on recalled handsets. I love the pizza story though--what a joke!

AP: Samsung's quick fix for Galaxy Note 7 is no full recharge
SEOUL, South Korea (AP) — Samsung plans to issue a software update for its recalled Galaxy Note 7 smartphones that will prevent them from overheating by limiting battery recharges to 60 percent.
....
Lee In-tae, an employee at a SK Telecom shop in central Seoul, said two pizzas were delivered to the shop during lunchtime on Tuesday with a letter from Samsung that included an apology for causing inconvenience with the recall. South Korean media said Samsung gave free pizzas to all employees at local handset shops and mobile carriers.

"We ate the pizza among a few of us," Lee said by phone. He and his co-workers have been handling complaints from Note 7 consumers. "We have to do all the recalls here, do all the work and listen to all the bad things. But it feels like (Samsung) is trying to make up for it with that," he said, referring to the pizza.

 

[smacrumon]

How am i distorting the issues? The formal recall did not take place until just under a month had passed and I've provided links to demonstrate that. Distorting the issues would, for me, be claiming there was a formal recall on the 2nd, when there wasn't.

The Note 7 device launched on 19 August. 31 August Samsung delayed shipments. World wide recall was announced on 2 September customers told to stop using their devices. Taking us to today 16 September. Two - four weeks. Here's a scathing report for you to enjoy http://www.wsj.com/articles/samsungs-management-of-recall-wounds-companys-image-1473928872

Compare that to Apple's Apple AC Wall Plug Adapter Recall Program for wall plug adapters shipped from 2003 to 2015 with Mac and certain iOS devices. That's 12 years of faulty adaptors posing electrocution from Apple before the recall. https://www.apple.com/support/ac-wallplug-adapter/

Compare that to GM's Car Ignition Switch Recall dating back to 2005 - 2014, 11 years of faulty cars before recalling from GM with 124 deaths, nearly 10 times more than the 13 deaths GM executives reported as the controversy unfolded in 2014, 17 serious injuries and 258 less-serious injuries. http://www.npr.org/2014/03/31/297312252/the-long-road-to-gms-ignition-switch-recall http://www.detroitnews.com/story/bu...4/gm-ignition-fund-completes-review/32287697/

Please inject a bit of balance into your arguments. Samsung has acted fast compared to a lot of many other big brands out there.

 

[Taz Mangus]

Take notes, Tim Cook, that's how a CEO should behave. Humble, responsible, visionary. I applaud Samsung's blazing response to this overblown issue. The Note 7 will reignite sales and profit for my favorite Korean company. iPhone 7 is toast.

"reignite" and "toast" kind of puts in perspective the latest Samsung phones.

 

[Feenician]

The Note 7 device launched on 19 August. 31 August Samsung delayed shipments. World wide recall was announced on 2 September customers told to stop using their devices. Taking us to today 17 September. Two - four weeks. Here's a scathing report for you to enjoy http://www.wsj.com/articles/samsungs-management-of-recall-wounds-companys-image-1473928872

Compare that to Apple's Apple AC Wall Plug Adapter Recall Program for wall plug adapters shipped from 2003 to 2015 with Mac and certain iOS devices. That's 12 years of faulty adaptors posing electrocution from Apple before the recall. https://www.apple.com/support/ac-wallplug-adapter/

Compare that to GM's Car Ignition Switch Recall dating back to 2005 - 2014, 11 years of faulty cars before recalling from GM with 124 deaths, nearly 10 times more than the 13 deaths GM executives reported as the controversy unfolded in 2014, 17 serious injuries and 258 less-serious injuries. http://www.npr.org/2014/03/31/297312252/the-long-road-to-gms-ignition-switch-recall http://www.detroitnews.com/story/bu...4/gm-ignition-fund-completes-review/32287697/

Please inject a bit of balance into your arguments. Samsung has acted fast compared to a lot of many other big brands out there.

So, an AC adapter on the market for 12 years with, I don't know, hundreds of million of sales (more?) with barely a reported incident vs. 100 exploding phones in one territory alone over the course of a few weeks. Hmm, yes, truly these are equivalent.

To your point about balance, I'm sure you will balancing your arguments the next time Apple have some -gate incident. I'll be sure to remind you to do so.

 

[smacrumon]

So, an AC adapter on the market for 12 years with, I don't know, hundreds of million of sales (more?) with barely a reported incident vs. 100 exploding phones in one territory alone over the course of a few weeks. Hmm, yes, truly these are equivalent.

To your point about balance, I'm sure you will balancing your arguments the next time Apple have some -gate incident. I'll be sure to remind you to do so.

Nice try spin master. 12 electric shock incidents prior to Apple's recall. It should have been recalled and redesigned at the first incident way back in 2003.

Samsung knew up to 28 days ago about their incidents before acting. Apple knew 12 years ago about their incidents before acting. GM knew 13 years ago about their incidents before acting. If you can't see the differences, you never will. Sad how you're blinded by Apple. See, I own Apple devices but can keep a open view about situations and interpret them without bias.

I welcome you to remind me, but the thing is I do present a balanced argument.

 

[Feenician]

12 electric shock incidents prior to Apple's recal

12 electric shocks in 12 years over hundreds of millions of devices. 100 explosions in 4 weeks over 2.5 million devices (only around a million actual sales).

And I'm the spin master. lol. The Note 7 incident is an unprecedented failure in consumer electronics.

 

[smacrumon]

12 electric shocks in 12 years over hundreds of millions of devices. 100 explosions in 4 weeks over 2.5 million devices (only around a million actual sales).

And I'm the spin master. lol. The Note 7 incident is an unprecedented failure in consumer electronics.

The point is this Samsung knew up to 28 days ago about their incidents before acting. Apple knew 12 years ago about their incidents before acting. GM knew 13 years ago about their incidents before acting.

 

[Feenician]

The point is this Samsung knew up to 28 days ago about their incidents before acting. Apple knew 12 years ago about their incidents before acting. GM knew 13 years ago about their incidents before acting.

If Samsung had a few incidents, over the course of 12 years, do you think they would have withdrawn the product? No, neither do I.

 

[grad]

What would you like to hold in your hands: a phone that can bend or a phone that has a huge change to explode?

Neither. I want a phone that doesn't bend, doesn't explode, has a flat non-curved screen that doesn't break easily, has a passive thin-tip storable non-cheap-plastic stylus with a button and an eraser at the rear end, has a physical home button and a mute/lock switch, has a minijack AND a high-res DAC, has expandable storage via microSD, is dual-active SIM, has removable battery that lasts for a week and fully charges in 15 minutes, allows the user full root control, doesn't depend on advertising for everything, doesn't sell your privacy/soul to governments/agencies/companies, etc.

Of course, the market research analysts every company hires believe I don't know what I want, they know me better and what I really need is a thin phone with a curvy screen and a selfie camera. And Pokemon Go.

 

[iMember]

The problem is you were denying that. You attempted, quite transparently, to put the blame entirely on the fact that Samsung are using Li Po batteries and that that somehow affects everyone on the same scale. It doesn't and repeated attempts to show that other Li Po batteries in other devices have gone on fire are quite irrelevant because it is the scale of the issue that's a problem here. All phones had to be withdrawn.

And the, funnily enough, you make the same attempt at denial in the same comment you say you weren't denying it.


All Li Po batteries have a chance at catastrophic failure. Every single one. That chance is normally extremely marginal, but the Note 7 has a fundamental flaw in its design and manufacture.

Samsung said only 20 Note 7 were affected from 2 million, I don't remember exactly but it's around this number, but here's what what I appreciate them for, right after the incident they announced the recall, no one had a clue! Samsung is the one who started this.. whatever you wanna call it?

This was the first video uploaded on YouTube, explaining what's going on, but this was after Samsung made the announcement, the guy in the video says that, I know this because recently I was spending some time reading news from SamMobile
the victims before Samsung made the announcement, those were the real ones affected, after that..most of them are fake like the one from UK with the S7 wich is 100% fake! maybe the one with Jeep blew up is own car to get three instead, or the one with the kid, his parent...I'm kidding, but you have no idea what some people are capable to do for the money this days

 

[Feenician]

Samsung said only 20 Note 7 were affected from 2 million

Around 100 have exploded in the US alone. There were 2.5 million in the channel but ~1.5 million or so of those were on shelves, only ~1 million sold. A good thing sales were so poor, for the sake of people's safety.

The aside about people faking it now (which is ridiculous that even you couldn't commit to it) comes off as a bit desperate.

In any case I don't know what any of what you said has to do with the post you replied to.

 

[Technarchy]

Billion dollar blunder at the worst possible time of the year.

I can't see how the Note 7 will be a profitable product given the lost sales and cost of the recall.

 

[5105973]

Fine, fine, apology accepted. Now give me my fixed Note 7--and the promised 2 SD Cards that you never shipped out--and take back this crazy Galaxy S7 that overheats in my pocket and has a sim tray that can't sit flush to the surface. Then go apologize to the poor S7 Active owners for the manufacturing problem that caused their phones to be unexpectedly fragile and leaky. And sin no more.

I'm beyond sick of this poop. I'm very grumpy.

 

[smacrumon]

If Samsung had a few incidents, over the course of 12 years, do you think they would have withdrawn the product? No, neither do I.

Now on to the hypotheticals round... Sorry, not playing that game. Reread #106 and comprehend it. https://forums.macrumors.com/thread...-message-apology.1996764/page-5#post-23475527

 

[Feenician]

Now on to the hypotheticals round... Sorry, not playing that game. Reread #106 and comprehend it. https://forums.macrumors.com/thread...-message-apology.1996764/page-5#post-23475527

I comprehend it just fine. You're trying to draw parallels between two vastly different situations. If those AC adapters had exploded at the rate of 1 in 10,000 over the course of a month, every month for 12 years there wouldn't even be an Apple any more. They didn't. They don't.

The reason Samsung's actions are unprecedented is because their failure is unprecedented

 

[dewski]

I wonder if there are people actually holding their phone instead of having them replaced. Considering the number of returns is pretty low. Maybe some are worried they're not getting a replacement right away. I know it's a better and nice looking phone than Note 5. But these people are keeping a time bomb in their house and cars. Some people need to realize that.

guy i work with is keeping his. said he has no plans to turn it in.

 

[smacrumon]

I comprehend it just fine. You're trying to draw parallels between two vastly different situations. If those AC adapters had exploded at the rate of 1 in 10,000 over the course of a month, every month for 12 years there wouldn't even be an Apple any more. They didn't. They don't.

The reason Samsung's actions are unprecented is because their failure is unprecedented

You have a rather dishonest way of representing facts. Apple iPhones have had batteries explode in past years. There have been about 95 incidents in this current Samsung case. And a recall program is now in motion. They aren't vastly different situations. All these companies have issues but it is about response time. Samsung responded swiftly while Apple and GM responded 12 and 13 years later after first incidents. That's the difference. Samsung was upfront and fast. Neither Apple or GM were upfront until late in the piece even though adaptor electrocution and car deaths were evident for years. That's unacceptable.
There's no reason to criticize Samsung, it certainly doesn't contribute to a solution, Samsung's attempts to fix up its big mess have been good so far. And, further it's both a lesson and an example for the industry.

 

[Feenician]

You have a rather dishonest way of representing facts

Not really, no. Inconvenient to your narrative no doubt, but not dishonest.

There's no reason to criticize Samsung

It's ok, the many defenders and sKoolaid drinkers will be right here on macrumors to soothe the giant Chaebol's fears.

This is getting rather tiresome. For all the accusations towards Apple users being brainwashed I've never seen anything quite like the response from Samsungites over the last few weeks. Some of it I would swear was parody, if I didn't know better.

 

[Savor]

At least Samsung have some solace to say their Note7 still takes better photos than the iPhone 7 Plus if the newest can't beat a six-month S7 in autofocus, low light, and dynamic range.

Samsung Galaxy S7 edge or Note7

+ Better design, display, and camera than iPhone 7/7 Plus. Three basic needs in making a great device. Add battery life is where the S7 edge Exynos variant would still put the 7 Plus to shame in stamina. 20h for video playback is insane and its sporting QHD to boot. Not Full HD.

Don't underestimate, Samsung. And if the Note7 troubles worry you, get an S7 edge which looks practically the same but with less issues. I am an LG fan myself. But I know the level Samsung has reached. A world without Samsung sounds more terrifying to me than a world without Apple. Samsung dead is like killing the head chef, head waiter, quarterback, and point guard. Apple designs but rarely manufactures anything themselves.

Apple is like a pop star. Samsung is like the better all-around music artist. Plays instruments. Writes their own music. That Samsung ColdFusion video completely changed my perception of Samsung. Anything I see now probably has prints from them. My LG has internal storage and microSD manufactured both by Samsung. The Samsung memory cards are not only affordable, but less issues than my experience with SanDisk

You can hate Samsung or ridicule the Note7 all you want. But learn to respect and thankful with what Samsung does. Even after this Note7 fiasco, the phone is better than the iPhone 7 Plus in three of the most important aspects with a phone. Design, camera, and display. S7 edge (Exynos) likely edges them both in battery life for top flagships.

At least Samsung doesn't need to apologize to us at making inferior flagship phones than Apple anymore!

 

[joueboy]

guy i work with is keeping his. said he has no plans to turn it in.

I don't like telling people especially if they're grown up but as a friend it shouldn't be. But Samsung did recognized that the product is faulty. Nobody knows when this thing is going to explode or maybe not. The idea of uncertainty, sleeping at night while charging this phone is a scary thought. It could potentially burn the entire house or car.

 

[Feenician]

At least Samsung have some solace to say their Note7 still takes better photos than the iPhone 7 Plus if the newest can't beat a six-month S7 in autofocus, low light, and dynamic range.

Samsung Galaxy S7 edge or Note7

+ Better design, display, and camera than iPhone 7/7 Plus. Three basic needs in making a great device. Add battery life is where the S7 edge Exynos variant would still put the 7 Plus to shame in stamina. 20h for video playback is insane and its sporting QHD to boot. Not Full HD.

Don't underestimate, Samsung. And if the Note7 troubles worry you, get an S7 edge which looks practically the same but with less issues. I am an LG fan myself. But I know the level Samsung has reached. A world without Samsung sounds more terrifying to me than a world without Apple. Samsung dead is like killing the head chef, head waiter, quarterback, and point guard. Apple designs but rarely manufactures anything themselves.

Apple is like a pop star. Samsung is like the better all-around music artist. Plays instruments. Writes their own music. That Samsung ColdFusion video completely changed my perception of Samsung. Anything I see now probably has prints from them. My LG has internal storage and microSD manufactured both by Samsung. The Samsung memory cards are not only affordable, but less issues than my experience with SanDisk

You can hate Samsung or ridicule the Note7 all you want. But learn to respect and thankful with what Samsung does. Even after this Note7 fiasco, the phone is better than the iPhone 7 Plus in three of the most important aspects with a phone. Design, camera, and display. S7 edge (Exynos) likely edges them both in battery life for top flagships.

At least Samsung doesn't need to apologize to us at making inferior flagship phones than Apple anymore!

Some of it I would swear was parody, if I didn't know better.

Case in point, right here.

 

[Michael Goff]

Well they take responsibility, while other companies say things like 'you are holding it wrong' or 'our phones don't bend, but in our next phone we use a stronger aluminum'

A bending phone harms exactly 0 people physically.

 

[smacrumon]

Not really, no. Inconvenient to your narrative no doubt, but not dishonest.



It's ok, the many defenders and sKoolaid drinkers will be right here on macrumors to soothe the giant Chaebol's fears.

This is getting rather tiresome. For all the accusations towards Apple users being brainwashed I've never seen anything quite like the response from Samsungites over the last few weeks. Some of it I would swear was parody, if I didn't know better.

Not inconvenient, I put the facts out there, you obfuscate, and reply selectively, hiding and avoiding the facts presented above.
As mentioned earlier I'm an Apple user, but I tell the truth about situations frankly that some here can't handle like yourself. Google: Apple laptop battery fire or Apple iPhone battery fire. You'll be reminded the company isn't immune and has issues of its own.
Samsung is managing the issue swiftly and seriously. Good day.

 

[iamthealchemist]

Well they take responsibility, while other companies say things like 'you are holding it wrong' or 'our phones don't bend, but in our next phone we use a stronger aluminum'

You're such a muppet haha