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October 4, 2016
Service Providers Still Act Like Utilities
September 30, 2016
Google Updates Their Cloud Offerings
September 27, 2016
The Andromeda Strain
September 13, 2016
Apple's Missed Audio Opportunity
September 9, 2016
Traditional IT Companies Announce Major Changes: Dell, HP Enterprise, Intel
September 6, 2016
Rethinking Smart Home Gateways
August 30, 2016
Ridesharing Impact Dramatically Overstated
August 23, 2016
Consumer Interest in Auto Tech? Slower Than You Think
August 19, 2016
Intel Focuses on Automotive
August 16, 2016
The Utility of Cloud Computing
August 12, 2016
Intel Purchases AI Chip Vendor
August 9, 2016
The Digital Identity Dilemma
August 2, 2016
IoT Strategies Going Vertical
July 29, 2016
Yahoo-Verizon Deal
July 26, 2016
Creating New Worlds
July 19, 2016
The State of Smart Homes
July 15, 2016
US PC Market Shows Improvement
July 12, 2016
Pokemon Go is an AR Watershed
July 5, 2016
Car Wars: The Battle for Automotive Tech
July 1, 2016
Microsoft Announces Windows 10 Anniversary Update
June 28, 2016
Digital Audio Progress Highlights Tech’s More Human Future
June 24, 2016
HP Inc. Offers Thinnest Notebook
June 21, 2016
IoT Faces Challenges with Scale
June 17, 2016
Snapchat Opens Up New Options for Marketers
June 14, 2016
Apple Drives Apps into Services
June 7, 2016
The Evolution of Cloud Computing
May 31, 2016
Voice-Based Computing with Digital Assistants
May 24, 2016
Turning Makers into Manufacturers
May 20, 2016
Google Brings Android Apps to Chrome
May 17, 2016
Virtual Reality Brings New Life…to Desktops?
May 10, 2016
The Biggest Question for IoT…Who Pays?
May 3, 2016
Learning About Deep Learning
April 26, 2016
The End of Hardware?
April 19, 2016
Enterprise IoT Drives Indirect Savings
April 12, 2016
TidBits About Bots
April 5, 2016
VR in the Cloud
March 29, 2016
IOT Will Drive Tech Outside of IT
March 22, 2016
Apple Moves to Middle Age
March 15, 2016
The Invisible Platform
March 8, 2016
Bringing Makers to Business
March 1, 2016
IOT Coming Into Focus
February 23, 2016
The Devices Formerly Known as Smartphones
February 16, 2016
Can Web Music Survive?
February 9, 2016
The Growing Choices in Wireless Connectivity
February 2, 2016
What if Twitter Died?
January 26, 2016
Smart Home Safety Evolution: Physical to Digital
January 19, 2016
The Promise and Confusion of USB Type-C
January 12, 2016
The Hottest Computing Device? Cars
January 5, 2016
Top Tech Predictions for 2016, Part 2
December 30, 2015
Top Tech Predictions for 2016, Part 1
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October 11, 2016
By Bob O'Donnell
It’s hard to imagine a much worse scenario.
The world’s leading smartphone company debuts a new device that initially is touted as one of the best smartphones ever made. Glowing reviews quickly follow and the company’s prospects for a strong fall and holiday season, and the opportunity for regaining some lost market share, seem nearly assured.
But then a small number of the phones start to overheat and catch fire. The company tries to react quickly and decisively to the concern and issues a recall of several million already shipped devices. It’s a somewhat risky and certainly expensive move, but the company initially receives praise for trying to tackle a challenging problem in a positive way.
Customers are reassured that the problem seems to lie not in the phone itself, but in a battery provided by one of the company’s third-party battery suppliers (ironically, most believe the culprit to be Samsung SDI—a sister company of Samsung Electronics).
And then, the unthinkable. Replacement phones start to show the same problems and the company is forced to stop the production and sale of the device, encourage its telco and retail partners to stop selling it, and tell all its existing customers to stop using it. Just to add insult to injury, the US Consumer Products Safety Commission (CPSC) also sends out notes to consumers encouraging them to stop using the device, while the Federal Aviation Administration (FAA) and major airlines around the world reinforce the message they’ve been saying for the last several weeks on virtually every airplane flight in the world: don’t use, charge or even turn on your Samsung Galaxy Note 7.
It’s probably the most negative publicity a tech product has ever seen. The long-term impact on the Samsung brand is still to be determined, but anyone who’s looked at the situation at all knows it can’t be good. At this point, it appears that the Note 7 will likely end up being removed from the market, costing Samsung billions of dollars, and there’s even been some concern expressed about Samsung’s ability to save/sustain the Note sub-brand.
Part of the issue isn’t just the product itself—although that’s certainly bad enough—but the manner in which the company is now handling it. Reaction has quickly moved from praise for Samsung’s initial quick efforts to address the issue, to disbelief that they could let a second round of faulty products that are this dangerous get out the door.
On top of that, there are many unanswered questions that need to be addressed. From a practical perspective, what is the cause of the problems if it isn’t the battery cell (the charging circuits?) and what other phones might face the same dangerous issues? Why did Samsung rush out the replacement units without actually figuring out what the real cause was? What kind of testing did they do (or not) to be sure the replacements were safe?
Beyond these short-term issues, there are also likely to be some bigger questions that could have a longer-term impact on the tech market. First, what types of procedures are in place to prevent this? What governmental or industry associations, if any, can take responsibility for this (besides Samsung)? Will products need to go through longer/more thorough testing procedures before they’re allowed on the market? Will product reviewers need to start doing safety tests before they can really make pronouncements on the quality/value of a product? How can vendors and their suppliers work to avoid these issues and what mechanisms do they have in place should it happen again to another product?
Some might argue that these questions are an over-reaction to a single product fault from a single vendor. And, to be fair to Samsung, there have certainly been reported cases of other fire and safety-related issues with electronics products from other vendors, including Apple, over the last few years.
But when people’s lives and health are at stake—as they clearly have been with some of the reported Galaxy Note 7-related problems—it’s not unreasonable to question whether existing policies and procedures are sufficient. Our collective dependence on battery-driven devices is only growing, so it may be time to take a harder, more detailed look at safety-related testing and requirements.
Given the breakneck pace and highly competitive environment for battery-powered devices, there will likely be industry pushback against prolonged or more expensive testing. As the Galaxy Note 7 situation clearly illustrates, however, speed doesn’t always work when it comes to safety.
Finally, the tech industry needs to take a serious look at these issues themselves, and figure out potential methods of self-policing. If they don’t, and we start hearing a lot more stories about other devices exploding, catching on fire or causing bodily harm, you can be assured that some politician or governmental agency will use the collective news to start imposing much more challenging requirements.
As the old saying goes, better safe, than sorry.
Here's a link to the column: https://techpinions.com/galaxy-note-7-the-death-of-a-smartphone/47422
Bob O’Donnell is the president and chief analyst of TECHnalysis Research, LLC a market research firm that provides strategic consulting and market research services to the technology industry and professional financial community. You can follow him on Twitter @bobodtech.
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