Customers would have been cool with Samsung stating that they were having problems with the supply chain or there had been unprecedented demand and postponing the officiasl launch date if they had taken proactive steps to communicate this with customers. Samsung would have been applauded for putting health over profit.
By mid January it would have been obvious there was going to be supply chain disruption, ample time to postpone or plan a stepped release.
They could have kept customers in the loop while releasing units which were ordered 12th, then 13th. The CRM system could have allowed them to release in batches down to AM PM.
But no they dispatched telephones randomly letting out very recent orders before early orders.
They left order statuses hanging.
They never proactively contacted customers.
They let their order databases get in such a state due to random release assignments that had they then had the will co proactively contact customers they would have sent out messages informing of a delay to people who had already received their orders.
Now they are firefighting, trying to give the impression that their systems are fine.
Lets not forget these are programmed digital electronic devices whose purpose is to carry out instructions in correct sequential order. If they mess that up at the macro level then it leaves one wondering about their devices.
I'm a first time Samsung mobile customerand based on this experience last time Samsung customer as their communication so far sets them out as chancers. This I understand isn't the first year they've messed customers about.
Two things I learned in management school
"Underpromise, overdeliver"
"Systems, not smiles"
