40% of Samsung customers surveyed say that they will never buy a phone from them again

posted by Alan F. / Oct 13, 2016, 4:14 PM

40% of Samsung customers surveyed say that they will never buy a phone from them again

This is exactly what Samsung was afraid of. Despite being the largest smartphone manufacturer on the planet, the company's problems with the twice-recalled Samsung Galaxy Note 7 could whittle away at the number of consumers willing to purchase a Samsung handset. For example, a new survey was conducted between October 11th and 12th. 1,020 U.S. consumers who currently own a Samsung phone were asked questions designed to see how the Galaxy Note 7 issue would affect their future smartphone purchasing habits.

According to the survey, 40% of current Samsung phone owners say that they will never purchase another Samsung branded handset. That is up from the 34% of those Samsung customers who said in September, before the replacement units started exploding, that they would never buy another Samsung phone. Of the 40% in the new survey who said that they would never purchase another phone made by Samsung, 8% said that they would now purchase one of Google's new Pixel phones. 70% said that they will stick with a phone powered by Android, while 30% said that they plan on jumping to iOS by purchasing an Apple iPhone.

In the September 23rd survey, conducted after the first recall, 77% of the 1,000 Samsung customers surveyed said that they planned on staying loyal to the company because they didn't want to have to learn how a new phone works. Other reasons noted for sticking with the brand at that time included the design of the company's phones (52%), options to customize the experience (44%), battery life (39%), cost (35%) and dislike of other smartphone brands (28%). The CEO of Branding Brand, the company behind the surveys, notes ironically that "Samsung consumers say battery life is a key to their loyalty with the brand; however it's the same reason for the drop in confidence."

Can Samsung recover from this debacle? In a few months, the Samsung Galaxy S8 will be introduced and we will have a good idea then whether the company's customers will return.

source: BGR

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295 Comments

2. ctdog4748

Posts: 797; Member since: Mar 05, 2016

I'm the biggest Apple fanboy, and even I know the survey is virtually meaningless. In a month or so the Note 7 disaster will all but be forgotten about, the specter of it will raise up a bit upon the release of the S8, then quickly vanish again. The S8/Samsung will not go the way of the dodo, or Blackberry.

posted on Oct 13, 2016, 4:20 PM 8

7. PrYmCHGOan

Posts: 335; Member since: Sep 28, 2016

The first thing you've ever said, that wasn't trolling and I can agree with. Why can't you be like this all the time?

posted on Oct 13, 2016, 4:28 PM 2

6. PrYmCHGOan

Posts: 335; Member since: Sep 28, 2016

This is just PA propaganda.. Samsung is goign to still sell 300M phone sin 2016, they will in 2017 and for the forseeable. 77% of 1000 people isn't equal to the 1.3Billion people who own and ahve used Samsung products for years. These fanboy clickbait artilces are really dumb. You should just stop it. If Samsung sales drop 40% nest year (which they won't) I will record myself eating a hat and post it on PhoneArena for all to see. In fact I will make a bet to PA. If Samsung who sells 300M plus phone per year, between Jan 1 of 2017 - Dec 31st 2017, have a 40% drop in sales, I will buy 5 iPhone Anniversary Editions of your choice for you to give away to 5 of your readers. If they don't have a 40% drop in sales, you buy me 5 Samsung S8 devices of and send them to me. Either put of, or shut-up. These stupid ignorant articles really need to stop!

posted on Oct 13, 2016, 4:27 PM 11

8. SonyFindOneDroidple

Posts: 865; Member since: May 11, 2013

There's no reason for me to leave the stylus equipped phablet of Samsung. The explosion fiasco didnt affect my preference esp now that Samsunghas been releasing some of the best designed phone from the times when they were an icon for ugly smartphones. Why would you leave the galaxy lime offering best display, camera, UX theming, design, battery life, features, etc

posted on Oct 13, 2016, 4:28 PM 7

87. Settings

Posts: 2943; Member since: Jul 02, 2014

The term best designed contradicts the design that made Note 7 explode. And yeah best designed, low end looks low end while other OEMs low end looks high end. Oh yeah still applaud that stylus which owners use 100% of the time.

posted on Oct 13, 2016, 8:18 PM 0

297. Psykotik_Dragon

Posts: 81; Member since: Dec 21, 2013

Stop trolling bro, you can have literally the BEST designed phone EVER. PERIOD. And still have an unforeseen issue arise that forces you to stop selling it. The Note7 is the perfect example. Stuff happens in real life that can't always be accounted for on paper. There's always going to be something that someone doesn't like, just as there's always going to be the risk of something going wrong with a device, especially when you've reached the limits of what the current tech can output.

posted on Oct 23, 2016, 12:07 PM 0

9. Arch_Fiend

Posts: 3951; Member since: Oct 03, 2015

Realistically that 40% is probably more like 20% and the percentage will only get lower over time, when the S8 releases it will be less than 10%

posted on Oct 13, 2016, 4:35 PM 3

14. EC112987

Posts: 1214; Member since: Nov 10, 2014

I'll buy again but I'll wait for a few phones to be released.

posted on Oct 13, 2016, 4:44 PM 1

22. darkkjedii

Posts: 30964; Member since: Feb 05, 2011

I'm still unsure. If they do another Note, I'll wait to see how it holds up before buying.

posted on Oct 13, 2016, 5:07 PM 0

15. acruzlu unregistered

Where does the biggest pro-Apple propagandist get his stats from? People will buy from them regardless of this issue. Especially with the s8 models coming out nd maybe the next note under possibly a new name or keeping the note name.

posted on Oct 13, 2016, 4:48 PM 1

18. pongkie

Posts: 663; Member since: Aug 20, 2011

I just opted to get a full refund, didn't took the S7 replacement. I decided to keep my old phone till the next year. they better do better next year or i'm switching brands

posted on Oct 13, 2016, 4:56 PM 1

21. Alex11092

Posts: 30; Member since: Jun 25, 2015

Who remembers bendgate? Who saw Unboxed Therapy's video? The last time I checked it had over 60 million views, lets say you asked those people who viewed the video if they would buy an iPhone? With just 1% of them saying "no", that would still be more then the 400 people that said no to Samsung. What I am trying to say is that customers will forget about this just like they did with the iPhone 6 and continued to by a Samsung phone.

posted on Oct 13, 2016, 5:03 PM 2

26. xfire99

Posts: 1205; Member since: Mar 14, 2012

From 34% increase to 40% = 6% increase ONLY! Thats 62 peoples more than September! Where is the big deal here? Come back again when the number increase to 70-90%, Then Samsung should worry.

posted on Oct 13, 2016, 5:19 PM 3

31. bubbadoes

Posts: 1225; Member since: May 03, 2012

I can name 2. techie and tedkord will preorder the s8. no doubt.

posted on Oct 13, 2016, 5:26 PM 0

36. John-Knotts

Posts: 380; Member since: Feb 28, 2015

Source- BGR. I needed not read any further...

posted on Oct 13, 2016, 5:33 PM 2

43. BobbyDigital

Posts: 2124; Member since: May 29, 2014

Exactly!

posted on Oct 13, 2016, 5:52 PM 4

42. BobbyDigital

Posts: 2124; Member since: May 29, 2014

This is nothing but iPhonearena propaganda. Surveying a random 1,000 users does not equate to the whole of Samsung fans. Why people fall for this is ridiculous. And trolls like Mxy and the bunch help push the bullsh*t. If I surveyed 1,000 Apple fans and 100% of those 1,000 Apple fans said they will never buy an Apple device again, does that equate to all of Apple's fans not buying an Apple device? Or just that 1,000 surveyed? Kill it with this nonsense PA.

posted on Oct 13, 2016, 5:52 PM 8

65. Mxyzptlk unregistered

Want some cheese to go with that whine?

posted on Oct 13, 2016, 7:00 PM 0

72. meanestgenius

Posts: 21769; Member since: May 28, 2014

Do you? Because you're the only one attacking people and whining here.

posted on Oct 13, 2016, 7:22 PM 5

76. BobbyDigital

Posts: 2124; Member since: May 29, 2014

That's about as lame as you troll. And you're the one who's was whining like a butthurt school girl in the earlier comments.

posted on Oct 13, 2016, 7:28 PM 4

147. Leo_MC

Posts: 7203; Member since: Dec 02, 2011

Statistics is a science.

posted on Oct 14, 2016, 12:27 AM 0

47. dmomintz

Posts: 68; Member since: Jan 21, 2016

I find the ironic thing about this whole mess was they locked down their amazing open developer community and turned into a lame iPhonesque experience and started limiting themselves and THEN they have these horrible quality control and production issues they never had in the past. You would have thought it would have worked the opposite.

posted on Oct 13, 2016, 6:05 PM 0

50. kerginaldo17 unregistered

I continues loyal to Sammy.Not sammy itself but his products.And my best upgrade will be the S8.

posted on Oct 13, 2016, 6:11 PM 2

55. erizlovect

Posts: 6; Member since: Aug 12, 2013

Samsung greedy. Samsung should have to have a cooling off period. not issued an updated model. This issue is the safety of the user. we do not need to compromise with Samsung again.

posted on Oct 13, 2016, 6:32 PM 0

58. kerginaldo17 unregistered

Honestly I think Apple may be funding these websites specializing in telephone here as in other countries, such as Brazil, where I live.One neutral i think is Gsmarena

posted on Oct 13, 2016, 6:51 PM 3

61. glgbnaf

Posts: 3; Member since: May 15, 2015

interesting

posted on Oct 13, 2016, 6:55 PM 0

64. ARPAKTIKO

Posts: 61; Member since: Oct 11, 2016

Next article from you Alan.....''Why Iphone 7 is the best option after the Note 7 recall'' or...... '' Why you shouldn't worry about iphone 7 explosions''