Days after Samsung began replacing its Galaxy Note 7 smartphones for faulty batteries, which caused some devices to catch fire, the company is facing another publicity headache 鈥� reports of exploding washing machines.
The U.S. (CPCS) issued a warning on Wednesday, about Samsung top-loading washing machines made between March 2011 and April 2016 because of concerns about injury or property damage. The statement advises owners of the defective machines to only use the delicate cycle for bulky items, such as bedding.
鈥淭he lower spin speed in the delicate cycle lessens the risk of impact injuries or property damage,鈥� according to the release.
A in the U.S., representing three women from Texas, Indiana and Georgia was filed in New Jersey in August. The plaintiffs allege that their Samsung washing machines exploded in their homes, causing property damage and a risk to their safety.
鈥淚t was the loudest sound,鈥� plaintiff Melissa Thaxton stated in the lawsuit. 鈥淚t sounded like a bomb went off in my ear.鈥�
The lawyer for the case, Jason Lichtman, claims that a rod can slide right out of the washing machines, causing them to 鈥渂low apart鈥�.
Samsung has responded to the allegations in posted on its website. They also recommend owners use the delicate cycle for heavier items and say there have been 鈥渘o reported incidents鈥� when using that cycle.
鈥淚t is important to note that Samsung customers have completed hundreds of millions of loads without incident since 2011,鈥� the notice reads.
The lawsuit is calling on Samsung to take 鈥渃orrective action鈥� by recalling the machines and warning the public of the dangers they pose.
Samsung didn鈥檛 specify which units are affected, but directed customers to on this website.
Reputation at stake
Marketing and brand expert, Tony Chapman, told 麻豆传媒 Channel on Thursday that the malfunctioning washing machines are bad news for Samsung鈥檚 reputation, coming so soon after the highly-publicized smartphone recall.
鈥淭his is something that is absolutely getting steeped in the consumer in terms of how they think, feel and how they鈥檒l behave in the future towards a brand,鈥� he said.
Chapman believes that customers aren鈥檛 as loyal as they used to be because there is so much competition and choice out there, especially for smartphones. He said that Samsung users who bought Galaxy Note 7 smartphones will have no trouble finding another great product somewhere else, such as Apple.
鈥淚t鈥檚 a very tough thing for that company (Samsung) to swallow,鈥� he said.
When the news of the exploding washing machines first came to light, Chapman said that Samsung should have immediately acknowledged the problem, issued a recall and repaired or delivered new machines to their customers.
鈥淵ou have to get in front of this,鈥� he said. 鈥淚f not, especially with social media, it just becomes an uncontrollable bush fire.鈥�
