Samsung's best way out of the Galaxy Fold screen mess: Suck up to buyers

CNET | 4/30/2019 | Jessica Dolcourt
brunodeuce44 (Posted by) Level 3
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The first report of a broken Galaxy Fold screen caused alarm. By the fifth, many onlookers had lost faith in Samsung's brave new foldable phone design. Samsung's one saving grace in the embarrassing, sensationalized debacle is that the issues -- three in all -- were discovered on early production units in reviewers' hands, and Samsung is delaying the Fold's official release to address what went wrong. (CNET's review unit was never affected.) These weren't the devices that Samsung customers had shelled out $1,980 apiece for, and that means the world's largest phone-maker has another shot, perhaps a slim one, to make things right.

By now, Samsung has reclaimed the Galaxy Fold units, defective and whole alike. Returning those units after a 10-day review period was always part of the deal. But there's little doubt that Samsung is also attempting to run damage control on what has become a runaway situation and a black eye for the brand's reputation as an innovator.

Sliver - Hope - Fold - Shipping - Date

There's still a sliver of hope for the Fold after its new shipping date in June. After shoring up problems with the screen and hinge -- which are easily damaged and compromised -- and after finding ways to communicate to future Fold owners that they should never, under any circumstance, remove the protective screen film, there's still one thing the brand must do: give Fold owners the red carpet treatment.

The Galaxy Fold is not your typical phone by a long shot. At twice the cost of the excellent Galaxy S10 Plus, the Fold represents a new category that makes it phone and tablet in one. If Samsung wants to position the Fold as a "luxury" device, it will need to make buyers feel like they're part of an exclusive club with accelerated customer service, free upgrades, gifts and sneak peeks. After...
(Excerpt) Read more at: CNET
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