There’s this little known phenomenon that you’ve probably never heard of (cue hipster face): “Exploding Phones.”
Let me make a general but very important distinction before we start: there is a big difference between an explosion and a slow burn. I’m sure you’ve heard recent news stories that refer to phones (maybe Samsung, maybe not… but probably Samsung) spontaneously combusting while charging on a nun’s bedside table, or setting a firetruck ablaze while charging in the vehicle. While neither an explosion nor a slow burn is a thing you’d want to experience, if you HAD to choose, one option is preferable. But let’s be clear; phones are not EXPLODING! …they are melting.
I’d like to take some time to remind you, glorious readers, that if you carry a smartphone in your back pocket, there is always a legitimate danger that the wonderful device will melt your bottom right off. This is because the Lithium-Ion battery does not like to be bent, punctured, or insulted. Not to be confused with a Lithium-Polymer battery which will practically explode when exposed to oxygen, a Lithium-Ion battery is slightly safer when abused, and will burn at a lower temperature and rate of combustion. Now think about all of the times your phone has been bent, dropped, punched, and kicked; certainly you can appreciate just how durable these guys are, and how much trauma they suffer before complete failure.
Samsung, the Gentle Phone Giant that brought us superior products such as the Galaxy, Galaxy Edge, and Note, has handled their recent battery issue gracefully and quickly. When reports first surfaced of malfunctioning batteries causing fires, Samsung took immediate action to investigate the cause and determine a solution. They issued recalls, replacements, and refunds in the same amount of time that other companies would have spent rallying lawyers to deny that the problem exists; or in the case with “Bendgate” (remember that one?), Apple might have told customers to buy another phone, you’re SOL.
The number of defective Samsung Note 7 devices only reached 14 per million before they voluntarily issued a recall. 14 per MILLION. The percentage of phones that had a defective battery are estimated at 0.1%, yet Samsung recalled EVERY one of them. That’s not something we’ve seen in an industry outside of airline travel. The issue of phones starting a low temperature (and relatively controlled) fire is nothing to scoff at, which is why I applaud Samsung to taking an “overkill” measure to remedy the situation. To further add to their credit, they didn’t fight consumers who attempted to refund/replace their device; they took full responsibility regardless of profit loss or stock price drop that would incur as a result.
How many companies can you say that about?
So yes, while Samsung did drop the ball by selling a product that had a .1% rate of failure (rounded UP), they were quick and demonstrative in handling the situation. Anyone who would like to nitpick should take a look at how motor companies like Ford and GM handle product recalls and malfunctions; or Apple, for a more apples-to-apples (no pun intended) comparison with the “Bendgate” dilemma.
Was this something that never should have happened? Yes, and no. Every manufacturer must recognize that a large scale production is bound to include defects, hopefully in low numbers. Consumers should recognize the complexities involved in producing, testing, and distributing a device of this capability. What matters is not that it happens, but how a manufacturer RESPONDS when it does. Samsung has my vote of confidence, handling it better than any company I have witnessed in my lifetime.