Lost Trust, What Samsung Must Do to Win it Back

(Photo by David Ramos/Getty Images)(Photo by David Ramos/Getty Images)

With Samsung’s latest recall of the Note 7 phones, has brought up issues of battery safety in the newest gadgets. Recently, Samsung has announced the halted the production and sale of the Note 7, not just the 2.5 million phones it recalled only a month ago, even the ones meant to replace them as well. Giving the statement “taking our customer’s safety as our highest priority”.


While there is no reason to believe that other Samsung models pose any threat of combustion we wouldn’t blame anyone for exercising more caution when shopping for Samsung products.

As the development of smartphones batteries is pushed to the limit they grow ever denser, that leaves an ever thinner margin for error in design and manufacturing. Most theories with what went wrong with the Note 7 point to a faulty design that crammed a high-capacity battery into too small space. Samsung has also been a part of a few recent trends — such as physically sealed batteries, superfast charging and the adoption of USB-C ports—and that could contribute to the problems.

Was cutting corners the problem with the Note 7? And why did Samsung ship “fixed” replacement phones only for the problem to come up again?

For Samsung, this amount of bad publicity has business implications beyond this Note 7. Trust in the brand is now wavering that even people who have long loved Samsung are walking away.

We think there ought to be more protections for consumers — and if Samsung wants to win back our trust, it should start by leading the way on smartphone safety standards. Our main protection as electronics consumers is the reputation of the brands we choose. Samsung should seize the opportunity to take the lead on smartphone safety. It owes us that and needs it to convince us that we can ever trust it again.


About the Author

Kimberlee Cohen
She came to Kentucky State University five years ago. She holds a Bachelors degree in computer science. She serves the University as director of the Writer’s guild. During her pastime, she enjoys reviewing articles and learning foreign languages