You’ve just received a complaint from your best customer that her set of 50 new
ID: 452825 • Letter: Y
Question
You’ve just received a complaint from your best customer that her set of 50 new sensors is overheating and she wants her money back or a significant reduction in the cost. You showed her email to your boss who remarked, “Well, that’s not covered under the service-agreement and she’s beyond 90 days for returns. We can’t be responsible for customers who abuse the products without regard for proper use as stated clearly in the manual.” How would you best characterize this situation?
This is an ethical dilemma because it’s quite possible the customer will sue the company over this issue.
This is an ethical dilemma because both the customer and the company have legitimate concerns.
This is not an ethical dilemma because both proper use and return policies are clearly stated.
This is not an ethical dilemma because the customer has free will and was under no obligation to buy from this particular company.
Explanation / Answer
Option 2 is correct , this is an ethical dilemma beacuse both the customer and the company have legitimate concerns .
Customer in the this case is defined as a best customer , which indicate the customer has been there for a while , and also holds a service agreement with the company,and thereofre expects a good service or the money back
On the other end the company reconciling the service agreement is expressing their concern on account of
the terms agreed within the agreement ,include the safety manual not followed properly
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