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Samsung Mobiles US COO Tim Baxter publicly apologises for the Galaxy Note 7 and requests customers to exchange them as soon as possible

16 September, 2016 Samsung


Unless you are living in a cave or some deserted island, you probably know that the Samsung Galaxy Note 7 did not pan out well after defective batteries in some of the units started to explode soon after the sales began. The good news is that Samsung acknowledged the problem fast and issued a global recall of the 2.5 million devices that it had sold so far. However, the process has not been very smooth as only 130,000 units have been replaced/refunded so far out of the one million devices sold in the US. In order to highlight the importance of the matter, Tim Baxter, the president of Samsung Mobiles US, has apologised and stressed on the graveness of the subject through an official video. Here are a few important excerpts from his speech of apology to the customers.


"...and with battery cell defects on some of our Note 7 phones, we did not meet the standard of excellence that you expect and deserve. For that, we apologise, especially to those of you who were personally affected by this."


"The CPSC has worked closely with us to develop, expedite, and execute a plan to protect American users. We notified them of a potential defect in the original Note 7 batteries, then issued a global directive to stop sales immediately. To date, we already have exchanged 130,000 units. A fast and meaningful start."


"We will continue implementing corrective steps to exchange every single Note 7 on the market," Baxter continued. He also reiterated that the exchange process is an adequate solution to the ongoing problem. "To be clear, the Note 7 with the new battery is safe... This finding has been affirmed by a recognized, independent, lithium battery expert."


"To our Note 7 owners: if you have not yet replaced your original Note 7, please, please, power it down and return it."


"New Note 7 phones will be available for exchange no later than next Wednesday."


While it still is a huge blunder, one must admit that Samsung is showing a lot of class in the way that they are handling the entire situation.


Saikat Kar (tech-enthusiast)

 


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