Today’s entry in the sad saga of companies who haven’t found out that the world has changed: Samsung.
This guy’s phone melted while charging, so he posted a video on YouTube of his melted phone. More than 800,000 views by now.
Samsung then sent him a letter that they would exchange his device if he took down the video and promised not to talk about it any more. So he put that letter on YouTube.
Over 1,000,000 views and a PR disaster for Samsung.
It is not enough that the people in R&D understands computers and social media. You need the whole organization, including legal and customer service, to understand that we live in a transparent world where you every misstep can be broadcast to millions.