The highly anticipated Galaxy Fold phone was set for public release, but due to the many issues gadget reviewers had with the phone, the release has been delayed. This phone was unique in that it was able to fold and unfold increasing and decreasing in size. The issues people were experiencing were with screen failure and damage. Samsung did immediately swing into action.
“We will thoroughly inspect these units in person to determine the cause of the matter,” the company said in a statement” (Hauser, 2019). Samsung then took the comments made about the screen problems and told the public how they were fixing the issues. “New improvements include tucking the protector under the body and reducing the gap between the display and body of the device” (England, 2019).
Although this was a set back and caused a big problem for Samsung and the launch of this new technology, they took the information and are trying to handle the problem quickly and efficiently all the while keeping everyone informed of the progress. I think it was the right way to handle this situation. All the promotion and excitement that was built up around this phone was torn down in a matter of days. Samsung, came back and offered solutions.
I do think it may not have been the best thing for them to insinuate that some of the issues were caused by people improperly handling the phone or taking off the protective film. While that may have been the case for some of the problems people had, they should have made sure that the protective film was not able to be taken off so easily. Other than that, I think they are doing a good job of recapturing the public interest by being upfront and acknowledging the problems and offering solutions to them.
Hauser, C. & Chen, B. (2019). Samsung’s Review Phones Fail, Delivering a P.R. Nightmare. New York Times. Retrieved from: https://www.nytimes.com/2019/04/18/technology/samsung-galaxy-screen.html
England, J (2019). Here’s How Samsung is Fixing the Problems with Galaxy Fold. Android central. Retrieved from: https://www.androidcentral.com/heres-how-samsung-fixing-problems-galaxy-fold