Samsung executive addresses customers on Note 7 recall
Samsung takes its customer relations seriously and to prove that point, the President and COO of Samsung Electronics America personally addresses customers with regards to the Note 7 battery issue and the solutions that the company is currently undertaking to resolve the crisis.
Tim Baxter, Samsung’s president and COO for America, personally appears on a video posted on the Samsung news site to address customers and apologizes for the breach in trust.
Baxter says the company is hoping to regain trust “through a number of unprecedented actions and with the extraordinary support of our carrier partners, suppliers, and the United States Consumer Product Safety Commission.”
He explains the current situation starting from when Samsung issued a global directive to stop sales up immediately to where the company has already received and exchanged over 130,000 Galaxy Note 7s. Baxter continues that the new battery cells are now safe, the issue resolved, and that this has “been affirmed by a recognized independent lithium-ion battery expert.”
Baxter also strongly urges Note 7 owners who have yet to turn in their original devices to “power it down and return it.”
Samsung is currently working with the CPSC to round up every last Note 7 in the market and have each of these units issued with a new battery cell.
New Samsung Galaxy Note 7s, with the new battery cell, will be available in the US no later than Sept. 21,2016. Alfred Bayle
Tim Baxter’s Address