10-10-2016 10:31 PM
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  1. D13H4RD2L1V3's Avatar
    What would Samsung's next course of action be?-img_3267.jpg

    It never ends for Samsung and the Galaxy Note 7.

    From that case on a Southwest Airlines Boeing 737 and recently, another one in Taiwan, the Note 7 just seems to be magnetic to bad press related to battery fires.

    So, Samsung would have to decide on a next course of action in response to more bad press. Note that these will come down to what they find from their lab investigations from the Southwest case.

    • Inform the general public and media about the potential dangers of lithium batteries - Communication is key. The general public don't seem to be as well-informed on the potential dangers of these batteries as they should. It wouldn't be such a bad idea to be as transparent as possible and let folks know on these batteries and why they do carry a safety risk. This applies to any of the 2 possibilities (Isolated, faulty replacements) but some may accuse them of covering up the issue if it applies to the first possibility.
    • Keep selling the device as usual - If lab tests conclude that there's no serious widespread fault with the new Notes, this may be one of their options. However, considering that carriers seem weary on selling the Note, the likelihood of this is rather slim, and may also cast some more doubt over how the case is being handled.
    • Recall the device for the second time - If faults are found in the replacement devices that may be present in other replacements, one option Samsung has is to recall the device for a second time. However, this will also further damage the reputation of the Note 7 and will likely also hurt Samsung's rep as well in the mobile space. While transparency in informing what is causing these issues and the changes being made may help, a second recall would cause more PR damage.
    • Pull the plug and cut their losses - Another option Samsung has is to halt the production and sales of the Note 7 worldwide and to give current users a refund. While many seem to find this a suitable solution, it also introduces new problems as it casts some doubt over the future of Samsung's mobile portfolio and decisions, and also can make customers feel less confident in the company as the move to pull the plug would look as if Samsung had lost confidence in its own product, which may also attract more negative PR on the company, albeit for a different reason.


    Basically, any decision they make will attract some form of bad PR. Recalling the device for a second time isn't ideal, but so is pulling the plug, as both will attract some form of bad PR.

    It's up to Samsung to make a decision, but Samsung needs to know that what's a priority now is their current customers. The Note 7's crumbling reputation means that future sales will not be as high as initially projected, so they can forget on the prospects on it being a sales champ. What they need to focus on is what's best not only for their reputation in the future but also what ensures that customers will feel that they are sufficiently cared for.

    It's a very tough balance, and it's not as easy as just announcing a recall or pulling the plug on the product.

    Really, aside from getting a different device from your carrier as part of their exchange program, the one thing we can do now is to see how this develops.
    ultravisitor likes this.
    10-08-2016 05:31 AM
  2. mhinc's Avatar
    It's not even the Note 7 issues that have put me off Samsung. It's the fact they will only be making EDGE phones going forward, at least Flagship phones, and I want no part of it.
    Google Pixel here I come
    10-08-2016 05:48 AM
  3. magichoward's Avatar
    They should know by know. Personally just bring out the note 8 before Xmas. The same but battery fixed and gorilla glass 6 and 5 seems to be a disaster too. Whilst doing that bring back hdmi support and infra red remote
    jordankreationz and recDNA like this.
    10-08-2016 05:49 AM
  4. D13H4RD2L1V3's Avatar
    It's not even the Note 7 issues that have put me off Samsung. It's the fact they will only be making EDGE phones going forward, at least Flagship phones, and I want no part of it.
    Google Pixel here I come
    I might be in the minority, but I haven't found issues using the edged display on my N7.

    Weirdly, I was able to use an S6e+ without accidental touches, but damn, it's unergonomic and somewhat uncomfortable.
    lsmith9523 likes this.
    10-08-2016 05:51 AM
  5. dsignori's Avatar
    Pull the plug and cut their losses - Another option Samsung has is to halt the production and sales of the Note 7 worldwide and to give current users a refund. While many seem to find this a suitable solution, it also introduces new problems as it casts some doubt over the future of Samsung's mobile portfolio and decisions, and also can make customers feel less confident in the company as the move to pull the plug would look as if Samsung had lost confidence in its own product, which may also attract more negative PR on the company, albeit for a different reason.
    I think all the options make consumers less confident in Samsung as a company, and that this option does not lower confidence any more than the others. It might be a stretch to assume that Samsung's stopping production of the Note 7 = losing confidence in their product. It could just as easily be seen as stepping up and admitting a real issue and taking care of every customer with a refund. Certainly not all owners will feel that way (particularly here in the forums), but IMO the general public would be looking to see if Samsung "did the right thing". Continuing to produce and sell Notes while additional events occur might be seen in the opposite light. I don't feel that way, but the public may very well.
    D13H4RD2L1V3 likes this.
    10-08-2016 06:55 AM
  6. D13H4RD2L1V3's Avatar
    I think all the options make consumers less confident in Samsung as a company, and that this option does not lower confidence any more than the others. It might be a stretch to assume that Samsung's stopping production of the Note 7 = losing confidence in their product. It could just as easily be seen as stepping up and admitting a real issue and taking care of every customer with a refund. Certainly not all owners will feel that way (particularly here in the forums), but IMO the general public would be looking to see if Samsung "did the right thing". Continuing to produce and sell Notes while additional events occur might be seen in the opposite light. I don't feel that way, but the public may very well.
    Good point you have there.

    I might also add that if they choose to go this route, they'll have to make sure that current customers are taken care of so they'll come back to the brand, whether a redesigned and slightly rebranded Note 7 or an S8 comes. Refunds are one option, but I think they need more than that just to mitigate that bad rep.

    Not saying they will, and as an owner, I don't think it's all that suitable, but it's something to think about.
    dsignori likes this.
    10-08-2016 07:02 AM
  7. omgitselaine's Avatar
    As a compensation for us Note 7 customers who have been affected by these on going concerns it may be a good idea for Samsung to provide us not only credit for the Note we own now but a slight discount to any future purchases of a S8 or Note 8 ??

    This will provide " damage control " and give us an incentive to return to them.

    Heck I'd be " okay " with a year's worth of pedicures haaaaaaa
    10-08-2016 07:15 AM
  8. trucksmoveamerica#AC's Avatar
    As a compensation for us Note 7 customers who have been affected by these on going concerns it may be a good idea for Samsung to provide us not only credit for the Note we own now but a slight discount to any future purchases of a S8 or Note 8 ??

    This will provide " damage control " and give us an incentive to return to them.

    Heck I'd be " okay " with a year's worth of pedicures haaaaaaa
    I've already said Samsung should give a credit to the ones that stick it out with them on the note 7 for a note 8 or 9. And I mean the ones that stay with the note 7 and not run with their tails between their legs for another phone. Samsung needs to take care of their diehard note users that take the whole journey with them.
    10-08-2016 07:44 AM
  9. BarfingMonkey's Avatar
    I've already said Samsung should give a credit to the ones that stick it out with them on the note 7 for a note 8 or 9. And I mean the ones that stay with the note 7 and not run with their tails between their legs for another phone. Samsung needs to take care of their diehard note users that take the whole journey with them.
    They won't
    10-08-2016 09:27 AM
  10. jeslevine's Avatar
    Samsung needs to fix any problems that make the phone prone to overheating. Until that is done, they need to stop production, and do whatever it takes to fix the issues.

    Saying that Lithium batteries are inherently dangerous is NOT a solution. Phones shouldn't overheat period.
    10-08-2016 09:37 AM
  11. D13H4RD2L1V3's Avatar
    Samsung needs to fix any problems that make the phone prone to overheating. Until that is done, they need to stop production, and do whatever it takes to fix the issues.

    Saying that Lithium batteries are inherently dangerous is NOT a solution. Phones shouldn't overheat period.
    Lithium batteries are inherently volatile.

    But that's why phones have a bunch of safeties built-in to reduce the chances of this occurring.

    Something is definitely up with the Note 7.
    10-08-2016 09:55 AM
  12. larry1014's Avatar
    I am happy with our Note 7's. Not paying any attention to all this other mess. All phones get hot when using them or charging.
    dadsterflip likes this.
    10-08-2016 10:05 AM
  13. IncredibleJedi's Avatar
    I've already said Samsung should give a credit to the ones that stick it out with them on the note 7 for a note 8 or 9. And I mean the ones that stay with the note 7 and not run with their tails between their legs for another phone. Samsung needs to take care of their diehard note users that take the whole journey with them.
    It's not so much folks leaving "with their tails between their legs" as much as some folks are just fed up that this issue has not been resolved after the first recall. And it's understandably so. The majority of people out there only have one cellular device, and if they have particular restrictions placed on that device, say when traveling, that's a slight (or maybe big) inconvenience. Such is how the world is now, reliant on their mobile devices for business, entertainment, and personal purposes. People want a device that they can rely on for the amount of money they invested. Nothing wrong with that.

    I doubt Samsung would offer N7 owners any thing significant to remain with their brand since most of us have received at least the promotional items retailed at $150 or more. Some of us even applied for promotional items multiple times, coming away with a few hundred dollars worth of things.

    Samsung owes us nothing but an apology, and a solution for what to do next if folks decide to stay with them.
    TwitchyPuppy likes this.
    10-08-2016 10:07 AM
  14. olga421's Avatar
    No issues with the N7 replacements here in Canada ,so I believe there some funny monkey business happening in the USA, so I dunno Samsung is a very big competent company ,and for them to release a problematic phone the second time around I dunno
    10-08-2016 10:08 AM
  15. treedabl's Avatar
    I love this phone. I don't want to give it up because I've never had a phone that I enjoy more. Maybe it will be good because I'll get something done other than playing around on it all day. Sigh!
    10-08-2016 10:37 AM
  16. adegbenroagoro's Avatar
    Click image for larger version. 

Name:	IMG_3267.jpg 
Views:	70 
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ID:	241743

    It never ends for Samsung and the Galaxy Note 7.

    From that case on a Southwest Airlines Boeing 737 and recently, another one in Taiwan, the Note 7 just seems to be magnetic to bad press related to battery fires.

    So, Samsung would have to decide on a next course of action in response to more bad press. Note that these will come down to what they find from their lab investigations from the Southwest case.

    • Inform the general public and media about the potential dangers of lithium batteries - Communication is key. The general public don't seem to be as well-informed on the potential dangers of these batteries as they should. It wouldn't be such a bad idea to be as transparent as possible and let folks know on these batteries and why they do carry a safety risk. This applies to any of the 2 possibilities (Isolated, faulty replacements) but some may accuse them of covering up the issue if it applies to the first possibility.
    • Keep selling the device as usual - If lab tests conclude that there's no serious widespread fault with the new Notes, this may be one of their options. However, considering that carriers seem weary on selling the Note, the likelihood of this is rather slim, and may also cast some more doubt over how the case is being handled.
    • Recall the device for the second time - If faults are found in the replacement devices that may be present in other replacements, one option Samsung has is to recall the device for a second time. However, this will also further damage the reputation of the Note 7 and will likely also hurt Samsung's rep as well in the mobile space. While transparency in informing what is causing these issues and the changes being made may help, a second recall would cause more PR damage.
    • Pull the plug and cut their losses - Another option Samsung has is to halt the production and sales of the Note 7 worldwide and to give current users a refund. While many seem to find this a suitable solution, it also introduces new problems as it casts some doubt over the future of Samsung's mobile portfolio and decisions, and also can make customers feel less confident in the company as the move to pull the plug would look as if Samsung had lost confidence in its own product, which may also attract more negative PR on the company, albeit for a different reason.


    Basically, any decision they make will attract some form of bad PR. Recalling the device for a second time isn't ideal, but so is pulling the plug, as both will attract some form of bad PR.

    It's up to Samsung to make a decision, but Samsung needs to know that what's a priority now is their current customers. The Note 7's crumbling reputation means that future sales will not be as high as initially projected, so they can forget on the prospects on it being a sales champ. What they need to focus on is what's best not only for their reputation in the future but also what ensures that customers will feel that they are sufficiently cared for.

    It's a very tough balance, and it's not as easy as just announcing a recall or pulling the plug on
    Really, aside from getting a different device from your carrier as part of their exchange program, the one thing we can do now is to see how this develops.
    It's simple to me.( Does that make me simple😀). Samsung, for long term reasons must do the right thing(and be perceived by the public as doing so). Stop the sale of the Note 7. Recall all Note 7 phones presently in circulation. Locate all incendiary problems the device has and solve them. Resume sales of the Note line with a Note 7S moniker thus distancing the company from the Note 7 and implying the problem has been finally solved.
    10-08-2016 11:22 AM
  17. trucksmoveamerica#AC's Avatar
    It's not so much folks leaving "with their tails between their legs" as much as some folks are just fed up that this issue has not been resolved after the first recall. And it's understandably so. The majority of people out there only have one cellular device, and if they have particular restrictions placed on that device, say when traveling, that's a slight (or maybe big) inconvenience. Such is how the world is now, reliant on their mobile devices for business, entertainment, and personal purposes. People want a device that they can rely on for the amount of money they invested. Nothing wrong with that.

    I doubt Samsung would offer N7 owners any thing significant to remain with their brand since most of us have received at least the promotional items retailed at $150 or more. Some of us even applied for promotional items multiple times, coming away with a few hundred dollars worth of things.

    Samsung owes us nothing but an apology, and a solution for what to do next if folks decide to stay with them.
    Either way, the ones that a the ride to the end
    Shadowyugi likes this.
    10-08-2016 12:00 PM
  18. chuco35's Avatar
    It's not so much folks leaving "with their tails between their legs" as much as some folks are just fed up that this issue has not been resolved after the first recall. And it's understandably so. The majority of people out there only have one cellular device, and if they have particular restrictions placed on that device, say when traveling, that's a slight (or maybe big) inconvenience. Such is how the world is now, reliant on their mobile devices for business, entertainment, and personal purposes. People want a device that they can rely on for the amount of money they invested. Nothing wrong with that.

    I doubt Samsung would offer N7 owners any thing significant to remain with their brand since most of us have received at least the promotional items retailed at $150 or more. Some of us even applied for promotional items multiple times, coming away with a few hundred dollars worth of things.

    Samsung owes us nothing but an apology, and a solution for what to do next if folks decide to stay with them.
    Either way, the ones that a the ride to the end
    I think Samsung owes us more than an apology after we forked over almost $1000 for a dangerous life threatening device - not to mention the hassling and inconvenience. Some people may have made off with some goodies by ordering early, even though at this point it looks more like a con. But many of us received only a cheepo $25 discount.

    So yeah, IMHO we're owed more than a simple apology.
    Viscomi4444 and TwitchyPuppy like this.
    10-08-2016 12:40 PM
  19. trucksmoveamerica#AC's Avatar
    I think Samsung owes us more than an apology after we forked over almost $1000 for a dangerous life threatening device - not to mention the hassling and inconvenience. Some people may have made off with some goodies by ordering early, even though at this point it looks more like a con. But many of us received only a cheepo $25 discount.

    So yeah, IMHO we're owed more than a simple apology.
    You are able to return for refund and get your money back.
    TwitchyPuppy likes this.
    10-08-2016 12:49 PM
  20. jamesrick80's Avatar
    I think Samsung owes us more than an apology after we forked over almost $1000 for a dangerous life threatening device - not to mention the hassling and inconvenience. Some people may have made off with some goodies by ordering early, even though at this point it looks more like a con. But many of us received only a cheepo $25 discount.

    So yeah, IMHO we're owed more than a simple apology.
    3 free possible gifts from the samsung promos, 25 dollar discount, and you are still able to get a refund if you return the device....what more can you want from the company????....samsung has given you enough
    10-08-2016 03:14 PM
  21. rushmore's Avatar
    Samsung should:

    1. Be more expeditious and diligent with reported incidents and have a team in place to control the narrative rather than let the media do it for them and it escape reality.

    2. Fast track a Note 8 by a few months:

    1. Stereo speakers
    2. Replaceable battery with gasket seal for water resistance
    3. No glass back
    4. Drop resistance design
    5. 4K mode for VR video and web (not games, the device would melt)
    6. Less or no curve Drop design is nulled with curved glass.

    Probably the only one of these that might happen is the 4K mode for video and web.
    TwitchyPuppy likes this.
    10-08-2016 03:22 PM
  22. omgitselaine's Avatar
    what more can you want from the company????
    10-08-2016 05:04 PM
  23. justin1578's Avatar
    It's not even the Note 7 issues that have put me off Samsung. It's the fact they will only be making EDGE phones going forward, at least Flagship phones, and I want no part of it.
    Google Pixel here I come

    You can always get an Active
    TwitchyPuppy likes this.
    10-08-2016 05:18 PM
  24. justin1578's Avatar
    10-08-2016 05:19 PM
  25. kramer5150's Avatar
    Their root cause / corrective action investigations are turning out to be insufficient.

    They need to re-do both, only this time correctly identify the root cause(s) and fully disclose the details to the public. More importantly they need to assure consumers they have learned from the N7 and are actively designing the next generation of phones so that they do not suffer the same problems and headaches.

    A good starting point would be to explain physically / chemically whats different between the Note7 and the other 6 and 7 series phones... NONE of which have these widely reported battery fire problems. They could easily use that as leverage... "We are going to continue what we are doing on these designs, and no longer going to repeat the mistakes of this design."

    Lithium batteries are always going to have some degree of fall out. It doesn't need to be this painful to just replace a battery, or charge it externally away from the phone if that's what the consumer choses. Even then I don't think thats a solution to the N7 problem, since there are phones spontaneously combusting in an uncharged state... even when completely powered down.

    One thing is very clear though... they CAN'T do nothing. The damage is already done, its going to take one heck of a marketing campaign to undo at this point, and I think this time around needs to be more than just a song and dance, dog and pony show. It needs to be scientific and based on factual, fully disclosed data analysis.

    As for what to do with current production, I think its risky to continue shipping / production. I think they need to stop the bleeding... the more they ship the bigger the problem will get until they get to the bottom of the root causes.
    10-09-2016 11:40 AM
49 12

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