The fiasco of the Galaxy Note 7 has caused much ink to flow and in terms of communication, Samsung seems to handle the crisis in an exemplary manner. But the clients then ? While surfing the internet, we find that many of them are angry. It may be time to find out what they think of it all right ?
It would have had to live in a cave to not hear about the case of the Galaxy Note 7. The multiple explosions of smartphones have signed the end of the Galaxy Note 7 and the fiasco that the most resounding of all the history of mobile telephony.
An exemplary communications
overall, in terms of communication and crisis management, Samsung seems to have managed this business as a leader. While only 0.01% of the models sold (2.5 million) during the first pre-orders have been affected, the firm has decided not to take the risk.
Recall of all models and replacement after investigation. All of this was arranged very fast and Samsung has explained that it was a type of battery from one of its suppliers.
The first replacement models have actually been sent but then, disaster, they, too, started to explode. Again it was a small part of the models marketed. Samsung has preferred to recall all the models, stop the production of the Galaxy Note 7 and halt sales. The brand has taken exemplary measures, efficient and fast.
All holders of Galaxy Note 7 may proceed to an exchange or a refund in full. This is for the communication campaign and the measures taken by Samsung. The problem is that some customers are very angry.
The is booming !
If we stick to the communication from Samsung, everything seems to happen like clockwork. We salute the crisis management of the brand that has not chipoté for a moment. It is far the time of Steve Jobs, who accused the iPhone 4 users of evil hold their smartphone in order to explain the antenagate.
However, despite this good management, some clients are angry. On many specialized forums, but also on the social networks, a lot of customers complain of some items that have absolutely not been taken into account by the Korean.
For example, all accessories purchased to equip the Galaxy Note 7 will not be refunded. And when you see the prices of the accessories, whether it’s shells, speakers, headsets etc, it’s been a little sore all the same. Fortunately, some of these accessories are compatible with other devices.
But concerning those that are specific to the Galaxy Note 7, nothing will be taken care of. Among the partners, none of which has yet release a any refund of an accessory because of this fiasco.
The software purchases are not reimbursed by Samsung : the themes, fonts and other customization tools to the Galaxy Note 7, sold by Samsung, are not reimbursed either.
other customers are speaking out on the reactivity of Samsung for a refund. Few users who sent their first version of the Note 7 have not yet been repaid. But they must buy another terminal quickly.
also, this recall massif is globally criticized from a practical point of view. Samsung advises customers to turn off the Galaxy Note 7 and ask for a refund. Yes but in the meantime refund customers no longer have to smartphone. This is one of the elements that made the biggest response.
moreover, in France, a class action claim has already been made on the site of 60 million consumers for attacking Samsung in court, following this fiasco, industrial and commercial. Samsung has had good care his communication, for some customers, it doesn’t work.
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