Après un pesant silence pendant la débâcle du Galaxy Note7, Samsung prend cette semaine la plume pour présenter à ses clients ses plus plates excuses, en s'offrant une page entière de publicité dans le Wall Street Journal, le New York Times et le Washington Post.
La firme coréenne reconnait dans ce courrier avoir failli à son objectif d'offrir à ses clients les meilleurs services en termes de sécurité et de qualité, et explique qu'une enquête est toujours en cours pour trouver l'origine des problèmes de sa phablette.
Samsung évoque par ailleurs le rappel de ses lave-linges haut de gamme, dont certains modèles ont apparemment rencontré d'importants soucis de surchauffe. Le constructeur précise que toutes les mesures nécessaires sont -cette fois- mises en place très rapidement, avec des interventions gratuites des techniciens au domicile de ses clients et un remplacement des machines potentiellement dangereuses.
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.
Sincerely,
Gregory Lee Present and CEO, Samsung Electronics North America
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