Full-page ads are normally taken out by tech companies to promote their products or take swipes at rivals.
Samsung just shelled out to place full-page ads in The Wall Street Journal, The New York Times and the Washington Post to beg forgiveness for its disastrous Note 7 smartphone.
“We will re-examine every aspect of the device, including all hardware, software, manufacturing and the overall battery structure,” Gregory Lee, the CEO of Samsung Electronics North America, wrote. “We will move as quickly as possible, but will take the time needed to get the right answers.”
When Note 7 smartphones first started exploding, it was reported that many of the smartphone’s problems were caused by Samsung allegedly rushing to market to beat Apple.
The total cost of Samsung’s damage as a result of the Note 7 is immeasurable at this stage. The incident wiped billions of dollars from Samsung’s market value. And the company spent an enormous amount of money recalling the product, then reissuing a revised version, then withdrawing that one as well before officially discontinuing deeply flawed phone.
According to a recent survey, 26 percent of people who returned their Note 7 phones when Samsung announced its first recall switched to using the iPhone 7 Plus.
You can read the full text of Samsung’s open letter below:
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.
For this we are truly sorry.
We take our responsibility seriously to address concerns about safety and quality. In collaboration with government agencies and industry partners, we are taking proactive steps to do better. An update of our actions follows.
As you have heard – or experienced personally – we have stopped production and recalled our popular Galaxy Note7 device. We are working swiftly to ensure the remaining Note7s are safely returned. For those directly affected, we appreciate your patience throughout the exchange process. We know you expect more from Samsung, and that your loyalty is earned, not given.
A careful Note7 investigation is underway and the findings will be shared when the analysis is complete. The process will be thorough and include some of the best independent technical experts in the world to help inform and validate our work. We will re-examine every aspect of the device, including all hardware, software, manufacturing and the overall battery structure. We will move as quickly as possible but will take the time needed to get the right answers.
In keeping with our commitment to safety, Samsung with the U.S. Consumer Product Safety Commission also just announced a voluntary recall to address a rare issue with our top-load washing machines. From free in-home repair to rebate, Samsung is moving quickly to offer our customers unprecedented remedy options that minimize disruption to their lives. Our service teams are visiting homes this week to help resolve concerns.
As committed by our company’s leadership, we are taking proactive steps to identify and address what went wrong and how we need to improve our operations. Samsung will revisit every step of our engineering, manufacturing, and quality control processes so we can meet the highest standards for excellence moving forward.
Most importantly, safety remains our top priority. We will listen to you, learn from this and act in a way that allows us to earn back your trust.
On behalf of our 17,000 employees across the country, we are grate for your ongoing support and again, we are truly sorry.
Present and CEO, Samsung Electronics North America