Samsung’s latest flagship mobile device has had some serious issues. In the wake of reports that the batteries in some Galaxy Note 7 devices were exploding or catching fire, Samsung issued a global recall. Despite the relatively quick response from Samsung, however, there continue to be injuries and damages resulting from defective Note 7 devices. Is Samsung still responsible, though?
On Friday there was a story of a Florida man’s Jeep consumed in flames from an overheating Note 7 left charging in the vehicle. Today, there are reports of a 6-year old boy in New York who suffered burns after the Note 7 device he was holding overheated and exploded.
But, Samsung issued the recall almost two weeks ago. Samsung obviously bears responsibility for the initial manufacturing and selling of defective devices that caused harm and/or injury. However, once Samsung acknowledged the problem and issued the global recall—working with mobile providers to initiate trade-in programs to allow Note 7 owners to turn in the devices, it seems to me that the burden shifts to the Note 7 owner. Those that ignore the recall notice for whatever reason and continue using the device assume the risk.
From a purely PR perspective, Samsung still has some responsibility to be sympathetic and to continue to respond to and address ongoing incidents related to the defective Note 7s, but from a financial or legal perspective Samsung should be off the hook. The recall exchange program notice stresses, “We strongly advise all customers to use this exchange program because your safety is our top priority. Additional sales and shipments of the affected devices have been stopped, but if you already have a Galaxy Note7, we strongly advise that you replace it.”
Granted, that assumes that those affected are aware that the device has been recalled, and they are continuing to use it at their own risk—and that could be an issue for some. Working in tech and tech media, the Note 7 news has been a major headline in my world, but I can understand how many average users might not see the news or be aware of the recall. I would hope that Samsung and the mobile carriers have gone out of their way to email, call, text message or otherwise contact Note 7 owners to make sure they’re aware of the issue and the exchange program.
If that has happened, then the burden is entirely on those who ignored the warnings and chose not to partake in the recall in my opinion. If it has not, then it seems that there needs to be a more comprehensive strategy for communicating the recall program and the risks involved to make sure that those who are affected are aware of the issue. It seems like the recall program and communication about the recall are more confusing in some parts of the world than others.
Don’t get me wrong, this is a big deal and it’s Samsung’s mess to clean up. All I’m saying is that if Samsung says, “We screwed up and we need you to please stop using the Note 7 and give it back to us so we can fix the problem,” and you continue to use the Note 7, whatever happens is on you.
