Excerpt from a TJ Walker live-stream (Dec 12, 2016) focused on Samsung's Galaxy Note 7 crisis. Speakers report that Samsung planned to make the Note 7 inoperable on December 19; claim 93% of devices had been returned; and strongly criticize Samsung's crisis handling—citing lack of CEO apology or customer-facing videos—and urging a direct, on-camera apology and clearer guidance for customers.
Questions this video answers
December 19, 2016 (stated as 'making its Samsung 7 inoperable on December 19th').
93% returned (speakers say 'Now they claim that 93% of the Samsung 7 phones have been returned').
Chapters
Samsung has announced that it is making its Samsung 7 inoperable on December 19th.
This is the infamous phone that apparently.
Just burst into flames unexpectedly.
You can't go to an airport or.
Get on an airplane without being told.
Over and over again, danger, danger. Don't have this phone on the plane.
We don't want the plane go up in flames.
This has to be one of the worst handlings of a crisis I've ever.
Seen a major corporation do.
Now, their stock price does not seem.
To have been punished by this fiasco.
But it's hard for me to imagine if I had been a Samsung customer.
Ever wanting to go back to them.
There have been times when I've considered going to Samsung.
I can tell you right now, I'm not going to.
Now they claim that 93% of the Samsung 7 phones have been returned. There's still 7% out there.
Now, they're essentially forcing people to give.
Them up because they're not going to work.
They're going to sabotage by making the operating system inoperable.
Here's the big problem.
Yes, mistakes occur.
Toyota's had problems.
Every great manufacturer at some point can have problems with a product. I don't knock them for that. But when I go to their website.
Do I see easily available any video.
On their homepage acknowledging this?
A sincere apology from the CEO?
If I go to their news page.
Do I see anything speaking directly from the CEO? Either the US or worldwide CEO?
No and no.
If it's there, it's buried.
All I see is text written in corporate speak from no human being, questions and answers. But they've really created an information vacuum here. It was an opportunity to let their.
Customers know, we're really sorry.
We feel for you. Here's what we can do.
Here are warning signs.
Look around your house for a Samsung 7. They can't exactly claim they have no.
Access to video cameras to make simple.
Videos for their customers because they manufacture.
Millions of video cameras.
There's one on every phone.
So when it comes to crisis communications, I think Samsung deserves two thumbs down.
They have hidden, they have dawdled, they.
Have not been very transparent as far as what I can see.
Most of all, they've made it very.
Difficult to actually see anyone from their company speaking directly to their customers about this massive problem they've created. The real lesson for you, if you.
Do screw up, if a product you.
Have is bad, tell people, apologize directly.
Look right in their eyes on camera.
Make that video the first thing people see when they go to your website, your Facebook page, your news page and anyplace else.
