In addition to delaying the launch of the phone, Samsung is now asking reviewers to return their Galaxy Fold samples, acknowledging that they were encountering numerous problems with its foldable OLED screen.
"On the bright side, we have an opportunity to nail down this issue and fix it before selling the phones to a massive audience, so they won't have same complaints," an anonymous Samsung source told Reuters.
The Fold was originally due to ship on April 26, but earlier this month reviewers began complaining about broken screens after a day or two of use. In some cases this was attributable to reviewers mistakenly pulling at a protective layer, but in others stress on the hinge section of the display resulted in corrupt, flickering, or outright missing graphics.
On Monday Samsung postponed the Fold's launch indefinitely, promising to make fixes before it reaches the public. The device costs nearly $2,000, which could've resulted in a major backlash from both buyers and the media.
Samsung is likely eager to avoid a repeat of the Note 7, which suffered numerous battery fires leading to not one but two recalls and a complete cancellation. The debacle ultimately cost it some $5 billion and forced it to implement stricter battery testing.
Read Samsung's full statement on the Fold delay:
We recently unveiled a completely new mobile category: a smartphone using multiple new technologies and materials to create a display that is flexible enough to fold. We are encouraged by the excitement around the Galaxy Fold.
While many reviewers shared with us the vast potential they see, some also showed us how the device needs further improvements that could ensure the best possible user experience.
To fully evaluate this feedback and run further internal tests, we have decided to delay the release of the Galaxy Fold. We plan to announce the release date in the coming weeks.
Initial findings from the inspection of reported issues on the display showed that they could be associated with impact on the top and bottom exposed areas of the hinge. There was also an instance where substances found inside the device affected the display performance.
We will take measures to strengthen the display protection. We will also enhance the guidance on care and use of the display including the protective layer so that our customers get the most out of their Galaxy Fold.
We value the trust our customers place in us and they are always our top priority. Samsung is committed to working closely with customers and partners to move the industry forward. We want to thank them for their patience and understanding.