Samsung Galaxy Note 7 Crisis and Corporate Responsibility

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Table of Contents

Introduction
Main body
Conclusion
References

Introduction

As a professional in the technology industry, I was unsurprised but still disappointed to read about Samsung’s mishandling of the Galaxy Note 7 phone explosions. The company’s initial denial of any technical problems was a poor PR move, and their later blaming of suppliers showed a lack of accountability. The pressure to release the phone before Apple’s iPhone 7 launch led to corners being cut in production, and Samsung needs to take responsibility for that (Tilley, 2017). I am glad they eventually recalled and replaced the phones with new, improved models. However, this incident damaged my trust in Samsung as a company, and I will be thinking twice before purchasing their products in the future.

Main body

Having used Samsung products for many years, I was initially skeptical of the reports of exploding phones. Surely, such a large and well-respected company would not release a dangerous product to its consumers. However, as more and more stories surfaced of phones bursting into flames, it became clear that there was a serious problem. According to Tilley (2017), Samsung’s handling of the situation was also concerning. The company denied any issues at first and then blamed its suppliers when it was clear the problem could not be ignored. It was not until Samsung was forced to recall more than two million phones that it finally admitted there was a problem (Zaidi, 2020). In the end, I decided to switch to a different phone brand. I did not want to support a company that could not be honest with its consumers about potential safety issues.

I can apply my experience to the situation in which Samsung Electronics found itself in 2016. I was an early adopter of the Galaxy Note 7 and was excited about it. I loved the phone – until it started exploding. At first, I was in denial. I did not want to believe that my new phone could be faulty. But then reports started coming out about other people’s phones exploding, and it became clear that there was a serious problem. Samsung initially denied there was a problem, and then they blamed their suppliers. But ultimately, according to Zaidi (2020), it became clear that the company had rushed to beat Apple’s iPhone 7 release date, and as a result, corners had been cut in production. The company finally owned up to the problem, recalled more than two million phones worldwide, and replaced them with new, improved Galaxy Note 7s. My experience with the situation showed me how important it is for companies to be honest and transparent with their consumers. When there’s a problem, they need to take responsibility and take steps to fix it.

Conclusion

The Samsung Galaxy Note 7 case study highlights key takeaways when managing a public relations disaster. First and foremost, it is vital to be upfront and honest about the problem. Samsung’s initial denial of the exploding phone issue only worsened the situation. Second, it is crucial to take responsibility for the problem. Blaming suppliers or production shortcuts only makes the company look bad. Third, it is evident that rushing a product to market can have significant consequences. In the case of the Galaxy Note 7, corners were cut during production, which led to an influx of faulty products. Lastly, it is important to have a plan to fix a problem. Samsung’s recall of the phones and replacement with new, improved models was essential in regaining public trust.

References

Tilley, A. (2017). Samsung finally opens up on investigation into Note 7 fires: Blame the batteries. Web.

Zaidi, M. (2020). The case of the exploding Samsung Galaxy Note 7. Web.

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Samsung Galaxy Note 7 Crisis and Corporate Responsibility

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