Samsung has put its trust in the Galaxy Note 7 to remain the reference manufacturer in the second half of the year, a terminal with high-end specifications that the Korean manufacturer hoped that it might sell like hotcakes. And so I was beginning to leave the matter, terminal liked many people who was saving to buy it.
But then came what is known as “batterygate”, a problem that was, to put it to charge, battery overheating in such a way that he had just set on fire or, even exploiting, and may result in damage to equipment, or with bad luck, physical damage to the people who had it in his hand.
In short the problem
Before moving to the topic, let’s do a quick summary from the beginning of the problem so far. Several days after the presentation of the Galaxy Note 7 Some users have begun to report that your terminal had broken out, in several cases, causing substantial material damage (a car or a hotel room, to mention a couple of them).
The problem was due to a manufacturing defect in batteries, as I’d already later Samsung, It was caused because both the anode and cathode meet, that would lead to the problems we already know. Samsung did not hesitate to initiate a programme of return of the terminals to change it by another Note 7 or another terminal as the Galaxy S7 or S7 Edge.
At the same time Samsung stopped trusting SDI (company which owns) to manufacture batteries, at least the Note 7, and your trust in ATL (that makes batteries for the Note 7 of China) and in LG Chem. Note 7 sold from now on will come with this new batch of batteries.
It is as well as the situation remains, although many users of this terminal are resisting changing them, either because they are not suffering these problems or lack of knowledge. Either way, this does not mean that it will not happen in the future, and can that then Samsung already is has ignored the problem.
Note 7 case could set precedent on all manufacturers
Regardless of the problem and that possibly jokes regarding explosive Note 7 batteries will continue throughout the year (already did with the) Snapdragon 810), Samsung acted expeditiously a huge a problem of such magnitude, demonstrating that when you want to do something good, you can do it.
But is a “dangerous” precedent, already that if Samsung has acted with such speed to make a big decision (the Note 7 return program), is why not acting rapidly to problems much more easy to resolve such as individual breakdowns?
In the case of Note 7, inside what is there has been lucky, because to start a program as the Korean manufacturer has launched making missing have immense economic resources, something that does. Imagine that this is happening in a company like HTC, which is going through delicate moments
The ‘batterygate’ of Note 7 and your quick solution can have sitting preceding, since rarely seen a company react so quickly to a problem of great magnitude.
But not only speak of problems of great impact, but much lighter problems, which do not affect the image of the brand (at least in a significant way), such as faults or manufacturing defects much more minority and less dangerous. Example that the camera of my mobile sensor is defective or poorly assembled.
It is true that in many cases the manufacturer acts quickly and you change the sensor or the entire terminal, but there are many others in which the brand washing your hands and decided that the problem is that you’ve found a misuse of the device when it has not. Here, that record, I’m not mentioning any manufacturer in particular, as this can apply to all (or almost all).
The after-sales service is, in many cases, a pending issue for manufacturers (at least if you talk about the greatest), as you can be the difference between a user loyal to a brand and one that decides to change by a bad experience in this aspect. And last what brings us to the next item.
Should users be more demanding with the manufacturers in terms of after-sales service?
The answer for me is clear, and it is a resounding Yes, and No matter if you already on its after-sales service is good, can always be improved. This point of the client-company relationship is also very important, because OK, it has already received the money and all that, but it can be the difference between which your next terminal is the same brand or competition.
When someone pays for a smartphone does not only by the device itself, but by a series of commitments to the manufacturer, one of whom is to cover your backs to unforeseen events such as a factory default on any part of your phone. Customers have to be firm and demanding manufacturers to improve in this aspect every moment.
Surely the part of reviews will fill both positive and negative experiences, and whatever your case, It is advisable not to settle (by very well that you have treated) and demand that it continue improving or begins to improve, according to each case. We must enforce the saying of “the customer is always right” (with consistency always).
Concluding the issue
I think that all manufacturers should look at the case Note 7 (including the Samsung itself), not the problem, but the rapidity with which has been a solution, because it is an example of efficiency a problem. So which Samsung in so terribly slow in other cases much easier to solve? The same question for other manufacturers.
The darker part tells me that it is for lack of interest by the client once paid by the product, or laziness. The positive point of this case is that we as users, We have more reason to demand a post-sales support much better, that action effectively not only in critical moments, but at all, however slight that it may be the cause.
This is how it is loyalty to a client, not only with good products. What I want better mobile if when I find with a small factory defect the company will pass my tambourine and bathing in lava? Are the little details that can make improve or worsen the image of a company.
Sit it preceding the case of Note 7 and, above all, its solution? I guess, especially if other manufacturers known to draw a good conclusion of what non-laugh out loud, and we, the users, have to try to remind you to “force” them to improve, after all is to our benefit. Do you think that the case of Note 7 will serve as a lesson to all manufacturers or everything will continue as usual?