„Samsung“ oficialiai atsiprašė dėl „Note 7“ fiasko

„Samsung“ visais įmanomais būdais bando atgauti klientų pasitikėjimą ir dėl to išplatino viešą atsiprašymą, norėdami kuo labiau užglaistyti „Note 7“ skandalą. Toks atsiprašymas buvo patalpintas ne tik jų pačių tinklapyje-bloge, bet ir keliuose JAV dienraščiuose užėmė visą puslapį.

Kompanija apgailestauja, kad situacija su „Note 7“ susiklostė taip, kad telefonų pirkėjai turėjo patirti daug nepatogumų, todėl labai vertina visų kantrybę šiame nemaloniame procese. „Samsung“ teigia, kad jie imasi visų įmanomų veiksmų, kad būtų nustatyta tiksli „Note 7“ baterijų užsiliepsnojimo problema, tam net pasitelkiamos nepriklausomos kompanijos.

„Samsung“ atskleidė, kad Europoje „Note 7“ pardavimai nebuvo tokie dideli kaip JAV, todėl senajame žemyne buvo mažai ir užsiliepsnojusių telefonų.

Kompanija labai gailisi, kad negalėjo išpildyti klientų lūkesčių ir atitikti savo išsikeltų standartų. „Samsung“ tikisi, kad klausydami savo klientų ir darydami tai ko jie nori galės atgauti jų pasitikėjimą.

„Samsung“ atviras atsiprašymo laiškas:

To our valued customers,

At Samsung, we innovate to deliver breakthrough technologies that enrich people’s lives. An important tenet of our mission is to offer best-in-class safety and quality. Recently, we fell short on this promise.

Because we had not gone on general sale in Europe with the Note7, there were a small number of affected customers here. For those customers who received the device during the pre-order phase, we recognize that we have not lived up to your expectations, or our own high standards. For this we are truly sorry.

We take seriously our responsibility to address concerns about safety and quality. In collaboration with government agencies and industry partners around the world, we are taking proactive steps to do better. Here is an update of our actions.

As you have heard – or experienced personally – we have stopped production of the Galaxy Note7. We are working swiftly to ensure every Note7 device is safely returned. For those directly affected, we appreciate your patience throughout the replacement process.

Samsung is fully committed to identifying and addressing the source of the Note7’s battery issue. We have already initiated investigations with independent third party experts to carefully revisit every aspect of the device, including the battery, hardware and software, and manufacturing processes. Once available, we will transparently share our findings.

Samsung has a long heritage of innovation and we have shown that we can and will learn from our mistakes. While we are always looking to innovate and create the next generation of great consumer technology, safety will remain our top priority. We will invest to better serve your needs through enhanced customer care and quality assurance.

On behalf of all our employees across Europe, we are truly sorry, and grateful for your ongoing support. We will listen to you, learn from this and act in a way that allows us to win back your trust.

Sincerely,

YH Eom
President and CEO – Samsung Electronics Europe