After numerous customer reports and complaints, global tech titan Samsung is finally initiating a recall of its Galaxy Note 7 smartphone. After an internal investigation of the phones, Samsung determined there was a battery cell issue that could have not only caused the gadget to fail but even explode and endanger customers.
“Samsung is committed to producing the highest quality products and we take every incident report from our valued customers very seriously,” a spokesman wrote in an emailed statement to PC Magazine.
There have been 35 cases reported globally where the phones have exploded – sometimes violently – while being charged. Samsung will be recalling nearly 2.5 million phones, costing the company between $1 and $5 billion in revenue. Dongjin Koh, President of Mobile at Samsung Electronics, commented that the recall could cost the company a “heartbreaking amount.”
Some experts are saying the issue could have been avoided if Samsung had not been in a hurry to beat Apple’s recently announced iPhone 7 to market.
“Samsung might have over-exerted itself trying to pre-empt Apple, since everybody knows the iPhones launch in September,” Chang Sea-Jin, business professor at Korea Advanced Institute of Science and Technology and author of Sony vs. Samsung, told Reuters. “It’s an unfortunate event; it feels like Samsung rushed a bit, and it’s possible that this led to suppliers also being hurried.”
Customers who purchased the recalled device are being given the option of turning in their devices for a full refund or being furnished with a brand-new, fully functional device at a later date. While the cost may be something the company can absorb, many worry that the damage to Samsung’s reputation has already been done.
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