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The Recall You Never Want To See

Or, How Does A Manufacturer Tactfully Communicate A Condom Recall?

Product recalls are never something that consumers or companies look forward to, but they are important to both parties. When I caught this headline, however, I struggled to decide which party would be more mortified, company or consumer.

With most product recalls, the consumer knows if the product has failed at the time of the recall and the company can provide a replacement, fix the problem, or refund the purchase price. If they recall your tires, you tend to remember if you’ve had a recent blow-out (no pun intended) or a roll-over.

If there's no harm, then there's no foul, right?

In this case, the possibility of the consumer (user) or the user's partner knowing of a malfunction is not nearly as certain. It may be anywhere from a few weeks or months before anyone realizes that the product failed. Certainly, in nine months the "failure" (if that's even the right word) will become certain. So what does the remedy against the manufacturer become? Returning any unused product for a refund doesn’t sound real satisfying to me, and a replacement definitely is not going to solve the result. What about fixing it? Well, let's just leave that one alone.

Here, the recalling company’s mission is "quality, excellence, value, and 100% customer satisfaction." With successful product use dependent both on the proper use of the product and product integrity, it would be difficult to determine the cause of failure in any case. So do consumers have any additional rights against a company once it admits to a faulty product? To be honest, I haven't taken Remedies yet, and have no idea -- but would love to hear the thoughts of any products liability experts out there.

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Printer friendly page Permalink Email to a friend Posted by Michel J. Ayer on Saturday, March 26, 2005 at 16:04 Comments Closed (2) |
 
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