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In many people’s eyes, from a subjective point of view, although he raised 500 million in compensation called “astronomical.” In Western countries, consumers have high compensation is not uncommon.

There is such a commonly cited example. In 1981, U.S. production of a father driving Ford Pinto car,laptop ac adapter the way car bomb, causing severe burns to children on board. After court investigation, Ford has been aware of the defective cars, Gai calculated, consider that all recall this type of vehicle to be restored in the cost of 1 billion, while Ju Zhi Ren fire killed 200 thousand U.S. dollars per Pei Chang, and therefore decided to do not recall. The court held that defendant Ford was based on cost-benefit analysis, depending on the victim as a price, rather than human dignity, its wrongful conduct deliberately indifferent to the safety of others, serious contempt for the victims of the value, then ruling the Ford Motor Company to pay the victims of punitive damages Gold 125 million.

HP “quality gate” in the efficiency and sincerity

“When in the rapid development of the user failed to take care of, there is always a lesson.” Hewlett-Packard vice president of HP’s Information Products Group General Manager, China Yongli suffered eight years the biggest public relations crisis.

Mark Hurd at Hewlett-Packard CEO, he took over in 2005 when the management asked them how to play within five years will create a perfect HP company. He said at the time, in order to achieve this goal, he will carefully review the HP out of every dollar spent. A few years later, Hart made the savings policy outcomes, HP back to the world’s largest PC seller spot. Regardless of each coin clenched whether the practice is leading to the HP crisis indirect factors, but in nearly saturated PC (notebook) market competition, costs and profits are indeed of pressure.

Since 2007, customers purchased a gradual HP notebook quality problems, including fever snow screen and graphics card,camcorder battery and affected nearly 40 models. July 2008, accessories provider Nvidia publicly acknowledged the company had quality problems in some models of graphics cards, and announced that computer makers are paid to individuals, the problems caused by their treatment. In 2008, China Hewlett-Packard as part of the model provides extended warranty services, but covers a very narrow range of models.

March 2010, the crisis. More than 170 HP notebook users to collective human rights lawyers group submitted to the State General Administration of Quality Supervision, administrative complaint filed by the Chinese government ordered a recall of laptop alleged problems, launched a public interest litigation.

Since then, Hewlett-Packard puts forward corresponding countermeasures. Chasing a public apology and said that an immediate start “enhanced customer care program” for the affected to provide extended warranty service laptop; later, announced the implementation of different models of laptop specific rules; in the lead AQSIQ Next, and consumer representatives, public interest lawyers on behalf of the first consult personally.

However, HP’s response to the consumer and does not buy it. For example for the “three guarantees” commitment may lead to problems notebook into a vicious circle, which does not relate to all types of notebooks, as of press time, the problem notebook for the “recall” requests are not implemented.

Considerations for cost control, notebook manufacturers tend to outsource service providers related to, and in the process, the service provider’s behavior results directly related to the notebook vendor’s brand image. For non-professional consumers, the problem of defining the course of the notebook, and service providers in the information asymmetry between the among. More than the warranty period, replacement laptop accessories, will result in a further investment spending.

As the notebook market growing fast, IT manufacturers the ability to provide services no longer meet the business growth, so in some places on the rules in accordance with industry to implement, rather than the state regulations of “three guarantees” policy (the provisions of its notebook HP warranty Only two years and extended maintenance only 3 months after the warranty period). In this regard, Zhang Yongli, said: “HP internal investigation by a large number of confirmed and implementation of HP service policy differences led to problems. HP’s strategy and the three packs are the same, but there is deviation of the implementation level, there are implementation problems are not in place . If the user all the problems encountered in the three bags of protection under the law, we can let the user in accordance with the Warranty Act provides extended warranty or return. “

Opinion of the HP “quality gate” and previous Toyota, “recalled the door,” Contrast that to promote China’s joint-venture partners, the Toyota has shown the importance the Chinese market, which virtually solve a lot of arms. The world’s largest PC company in China,digital camera battery the crisis has maintained long enough “cooling-off”, HP led the market of public opinion that the fundamental reason for the slow response is the “decision-making reflex arc” is too long.