When it comes to technology, recalls are far more than a binary issue

When it comes to technology, recalls are far more than a binary issue

Posted: by Stericycle on Feb 04, 2019

Attracting a loyal customer is the holy grail for any brand, and no more so is this true in the world of technology, where choosing the manufacturer of your home entertainment system could determine a plethora of other choices.

And while today this may seem like the norm, we have to look as far back as the 70s and 80s to see the true roots of this age of the tech-war – VHS vs Betamax. It is a duel that takes some beating, but one we still take lessons from today.

When Sony launched its first Betamax recorder in 1975, it had hoped not only to introduce a new technology into the home, but establish a new standard in what it intended to be a global phenomenon.

When JVC launched the VHS tape system in 1976 (1977 in the US), a fiercely fought war ensued, with the competitors doing everything in their power to make their product more appealing to the masses. While Betamax had the higher picture quality, VHS ruled on video tape length, with the maximum recording time of more than 10 hours dwarfing Betamax’s eventual five hour maximum.

Ultimately, cost and convenience won – leaving VHS victorious after what was a hard fought battle.

Since then, things have only intensified in the war for the tech pound. The result is increasing pressure on companies to deliver the innovations their customers want. As Samsung can testify, sometimes this ultra-competitive landscape can lead to some problems along the way. Just look at the Galaxy Note 7.

Released in 2016, the ‘phablet’ device was heralded as a major event in the marketplace, delivering a phone that could be used equally as comfortably as a tablet as it could a phone. Incredibly powerful, it was set to blow rival devices out of the water in terms of speed and ease of use.

Until they started catching fire. Samsung had initially recalled 2.5million phones, citing the battery as the suspected cause of the fault. But no sooner had the phones been returned to their owners than reports of them catching fire again soon emerged. On October 11 of that year, 11 days after sales of the Note 7 were resumed, the production line stopped. The situation is thought to have cost the company some $5.3billion.

While Samsung has resolved the issue that led to the Note 7’s difficulties, the anguish suffered by the company underlines the need to have a robust recall programme in place to prevent issues spiralling out of control. Stericycle has years of experience in this area, providing peace of mind and an ultra-reliable service to any manufacturer looking to ensure its customer base feels both protected and valued should unexpected occur.