Samsung Galaxy Note 7 recall gets bumpy

Not too long ago, one of Samsung’s biggest nightmares came to life; its latest flagship device, the Galaxy Note 7, turned into a ticking time-bomb… no, literally. Several reports started to pour in about the device exploding. It’s been two weeks, and the nightmare refuses to let up.

Samsung immediately went into damage control and started a recall of the device, stating that the matter was being investigated and resolved. However, it seems that the recall isn’t as successful or effective as the South Korean giant would’ve liked. According to the mobile analytics company, Apteligent, “usage rate of the phone among the existing users has been almost the exact same since the day of the recall”.

That said, one can’t completely fault users for their reluctance to get rid of the device. Samsung’s handling of the entire ordeal has been less than stellar. Considering more than 2.5 million Galaxy Note 7s have been sold since its release, recalling them all is no piece of cake. Add to that the fact that Samsung has not been provided users with clear information. It is understandable that the company is being cautious since the slightest step out of line could jeopardize the stock value. However, this has resulted in the floating of ambiguous information, with users being confused. There is no hiding the fact that if this episode goes any longer, Samsung could have dug a deeper hole for itself by not having a better thought-out policy.

Many experts like SmartIO say that ,When Samsung issued its initial recall on September 2, the company announced that it would “voluntarily replace [users'] current device with a new one over the coming weeks”. Unfortunately, this message did not explain two things. One, is the recall mandatory, or can some users opt out of the recall and continue using the device? Two, how long will it take for users to have their devices replaced? Samsung then went on to add a little more information; device owners must completely turn off their devices and exchange them “now”. While the use of the word “now” adds a sense of urgency to the matter, users were still lost. The problem is, the core problem – the fact that your mobile device has essentially turned into an explosive device – seems stranger than fiction. It is understandable that users haven’t yet processed the gravity of the situation. At a very slow rate, Samsung is replacing the Galaxy Note 7s with other devices to give device owners some respite; users can use content transfer apps to transfer their data. However, Samsung will have to do better.