Re: Maybe the new phones will also have improved glass?
That would be the ideal thing to do. To send the replacements to stores and let people go and switch them in store. Instead of us having to be without a phone being that it wasn't our fault this happened.
As I have mentioned in other threads. I have been part of teams doing a recall in another industry. You would not believe the team of folks they have in conference rooms working on this problem around the clock. You can bet the highest levels of senoir management are deeply involved. They are thinking through every contingency and weighing pros and cons. Many of the things they are thinking through, we cannot even begin to bring into our discussion because there is too much we don't know. I remember watching news coverage of one of ours, and everybody saying what we should do. Some of the stuff was impossible, some of it sounded good, but would just be ineffective (of course some were pretty close to what we did too). Outsiders just don't have the facts they need to make a good decisioin.
Again, my guess, because of the way they are handling this early, is they are on a path to make their customers happy. They won't hit 100%, people are going to be pissed, but they seem to be giving their best effort. I expect the return process to be as customer friendly as they are able to make it. Corporations balance shareholder needs, employee needs, and customer needs everyday. The will error on the side of the customer through this process, which in the long run will benefit the shareholders that will squeal over the choices being made.
Disclaimer: all an educated guess