They say the earth has become something of a village, and all of us merely live in our own neighborhoods. News– true or fake or in between– travels at nearly the speed of light. Everyone is connected to everyone everywhere else.
The interconnected capability and viral speed of the interwebs can be used for good or evil. It can right wrongs, or cause a wrong to appear right. That means today’s technology giants, those who would sell devices to hundreds of millions of people each year, need to exercise greater quality control efforts because public noise.
Beyond The Fires
The fact that hundreds of millions of the same devices can be manufactured and sold– each containing many components– also means some lemons will get through the quality control process. Apple has its own share of issues where devices fail for various reasons. Samsung’s Galaxy Note 7 took a dreadful hit last year because a few batteries caught fire and caused damage.
This year, the Samsung Galaxy S8 and S8 Plus are getting rave reviews for state of the art hardware features but the new device already has issues that have drawn Samsung into the bright lights of criticism.
Early S8 devices had strange glows coming from their screens. Samsung promised and delivered a quick fix to an oddly red tinted display. Now Galaxy S8 owners are complaining of random restarts as devices just quit and restart, over and over.
What’s going on?
Same old, same old. Much of what makes a successful product or a successful technology company isn’t a laundry list of features. It’s quality control efforts that make the user experience a delight, rather than a fear. Android Authority thinks Samsung could do more.
For a launch that Samsung really needed to go off without a hitch, the Galaxy S8 problems are already starting to pile up. From the much discussed red tint issue to the “DQA keeps stopping” error message to a broken Bixby button and wireless charging problems, the Galaxy S8 hasn’t exactly gotten off to a stellar start. Heck, there’s even a Change.org petition about Samsung’s botched pre-order promo bundle and you can trick the S8’s face recognition feature with a photograph.
That’s just for starters. Other Android websites list other issues, too. How has Samsung responded?
What is important in these cases is not that they have happened (every consumer electronics production line will have small issues) but how Samsung has reacted to the issues. It has been open and forthcoming not just in acknowledging the flaws, but also provided clear information on what steps are being taken to address the errors.
What Up, Apple?
Apple customers who have issues with new products have a different line of recourse. The Apple Stores. The company says an Apple Store is within an hour drive time of nearly 90-percent of all Americans, and Europe and Asia have their own share of nearby Apple Stores to visit.
Where’s the extra value?
The Genius Bar. Or, Genius Grove is you live near a newer Apple Store. This is one of the great unsung and unmistakably ignored values to being an Apple customer. One of my co-workers picked up an iPhone 7 Plus a few months ago and it had trouble staying on. No reboots, but the iPhone would just quit, go black, and require a restart. One trip to the Apple Store and a replacement was issued in about 10 minutes.
That kind of support and service comes with a price. Apple’s iPhone, iPad, and Mac are, generally speaking, priced higher than many comparable or competing devices. After all, Samsung doesn’t have to worry about the Galaxy’s operating system. That comes from Google. HP and Dell don’t worry about their PC operating systems. Those come from Microsoft. That means Apple needs to work a little harder to provide a level of customer service and quality you do not find elsewhere, and that may explain why Apple seems more conservative about upgrading new iPhones with various components. Quality control seems different at Apple than it is at Samsung.