Uno de los incidentes digitales más recordados es el ocurrido hace algunos meses con el Samsung Galaxy Note 7. Este modelo de Smartphone de la fabricante surcoreana Samsung, era en principio uno de los lanzamientos más esperados de la compañía para el año pasado. Sin embargo, por todas partes empezaron a suceder accidentes con el teléfono y casi todos del mismo tipo:
Repentinamente la terminal se incendiaba por defectos en la batería.
En la medida que el problema se repetía en mayor o menor escala (Desde igniciones menores de los aparatos hasta una camioneta que se incendió por dejar uno adentro), se especulaba de los problemas que traería a la conocida marca de equipos electrónicos. A priori, estos incidentes que se contaban por millones, hicieron que la compañía pidiera disculpas y ofreciera reembolsos a los propietarios de las unidades que quedaban en el mercado.
Esto ocurrió tras comprobarse que un defecto en la batería causaba la auto-ignición de los aparatos y estaba presente en más del 90% del stock. Por ello, Samsung optó, como previa promesa de compensación, por pedir a los usuarios en todas partes del mundo que entregaran a la compañía las unidades que tuvieran.
Al mismo tiempo, se hacía el anuncio de que el referido Smartphone sería descontinuado debido a sus problemas técnicos.
Meses después, el Samsung Galaxy Note 7 vuelve a ser noticia por su aparente regreso. Todo parece indicar que en el sentido estricto, esta empresa coreana pudo librar la crisis sin mayores consecuencias para la marca. De modo que como solución efectiva e intentando reforzar la confianza del consumidor, ha decidido relanzar el teléfono como un dispositivo reacondicionado. Paralelamente a ello ha decidido implementar otras acciones con las unidades recuperadas.
En principio, Samsung está implementando un programa de reciclaje que opera en dos sentidos distintos: Uno es el retorno de este modelo al mercado. Para ello, se ha optado por una batería de menor amperaje para las unidades que salgan nuevamente a la venta con status de refurbished (Producto reconstruido y reparado por el fabricante a fin de corregir defectos y posibilitar su reingreso al mercado).
Con esto, de entrada se pretende resolver el principal problema: El riesgo de ignición.
Del mismo modo, cabe aclarar que no todas las unidades retornadas a la compañía son aptas para volver a ponerse en venta. Es aquí donde entra en acción la otra vía del plan de reciclaje: Estos teléfonos serán desmontados para el reciclaje de piezas y materiales. Esto se hará tanto para el reacondicionamiento de las terminales reacondicionadas como para otros modelos de Smartphone de la compañía que requieran componentes similares a los del modelo en cuestión.
Tras solucionar el incidente, se conoce que Samsung logró recuperar alrededor de 3 millones de unidades del Galaxy Note 7.A la fecha se desconoce cuántos de estos son aptos para su reacondicionamiento y reventa.
Asimismo todavía no hay información exacta de su precio o de las posibles plazas en las que serían colocados.
El regreso del Galaxy Note 7 es un claro intento por lavar el nombre de la marca. Es de aplaudir que se reconozca el error cometido en un principio y se corrija para plantear de nuevo una opción de alta tecnología a los consumidores. Sin embargo, debe tenerse en cuenta por parte de ambos lados de la ecuación que las unidades que salgan a la venta tras este proceso son bienes casi de segunda mano.
De este modo, para el consumidor este producto es una compra que necesitaría ser revisada una y otra vez antes de tomar una decisión. Por otro lado, para la compañía representa tanto una oportunidad de limpiar su nombre como un riesgo comercial. En términos generales, los productos refurbished suelen tener menor reputación que uno nuevo de fábrica. Una disminución sustancial de su precio debido a este status podría ser una característica que lo vuelva atractivo para los clientes.
Fuentes:
Hipertextual: El Galaxy Note 7 ha vuelto.
Gizmodo: Samsung volverá a vender el Galaxy Note 7 como un móvil refurbished.
Xatakamovil: Samsung confirma la vuelta de los Galaxy Note 7 como terminales reacondicionados.
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