In an attempt to mitigate the negative publicity and sales loss caused by the exploding Note 7, Samsung America president and COO Tim Baxter appeared in a video released on the company’s U.S. newsroom site to explain the facts of what the company continues to call a ‘voluntary recall.’
The video starts out on an apologetic note, with Baxter stating, “We did not meet the standard of excellence that you expect and deserve. For that we apologize, especially to those of you who are personally affected by this.”
He then goes on to lay out “the facts,” in which he states that Samsung America has worked closely with the United States Consumer Product Safety Commission (CPSC) in the recall process and notes that to date 130,000 units have been exchanged in the U.S., just over one percent of what the CPSC estimates to be a total of one million units in the wild. This, says Baxter, is a “fast and meaningful start.”
The American COO also stresses to consumers that the replacement devices will not present the same dangers the original Note 7 devices did, saying “to be clear, the Note 7 with the new battery is safe. The battery cell issue is resolved.”
ZDNet recently reported that in an additional stab at assuaging the fears of customers, the company will be changing the colour of battery indicators from white to green, so as to differentiate the versions.
Baxter caps off the video by urging those with the original Note 7 to “please, please power it down and return it.”