Ethics Problem HP provided AAA with sophisticated equipment and reliable repair

Question

Ethics Problem


HP provided AAA with sophisticated equipment and reliable repair service, for several years. AAA returned a failed piece of equipment. A meeting was held which included Juanito Rios, AAA’s representative; Sonia Martinez, HP’s customer services, and Miguel Lopez, an HP engineer expert in the kind of equipment AAA had returned.


I. Mrs Martinez “official position” is the following: the piece of equipment is all right. However, during the course of the meeting it becomes apparent to Mr. Lopez that the problem has to be HP’s. He suspects that the equipment was not properly tested out by HP, and that it failed because of an internal problem. Should Mr. Lopez say anything about this in presence of the customer, or should he wait after the meeting to discuss this with Mrs. Martinez.

Explanation / Answer

Mr Lopez should not say anything in front of the customer. He should delay the matter and ask Hp to replace the component. This would not reduce companies credibility and also help increase ratings for after sales customer support. Other way round can have consequences. this is how generally companies work. PLEASE RATE

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