I recently changed from an HP laptop to a MacBook Air. I
have not regret my decision to change over to the Apple world, especially after
the constant news of recalls and warnings for Hewlett-Packard products. This
past Tuesday is one example of the bad news HP continues to share with the
public:
“Hewlett-Packard (HPQ, Tech 30) and
federal regulators on Tuesday recalled 6 million power cords sold between
September 2010 and June 2012 with some HP and Compaq notebook computers, as
well as certain docking stations.” –CNNMoney
An overheating problem with the charging cords could
potentially cause the cord to catch fire, endangering the lives of HP users. My
old HP laptop had a tendency to overheat and often got too warm to keep on my
lap while completing assignments. I don’t think having an electronic device
with this kind of threat is worth it.
Out of the 29 reported cases, two included burnt customers
and there were a total of 13 claims of property damage. How did HP not know
these cords had an overheating problem? After the Consumer Product Safety
Commission forced HP to recall the 6 million power cords, they also advised
customers to keep the cords unplugged.
I am curious how Hewlett-Packard plans to reestablish a
positive public image after this large safety recall. One step the company has
taken is providing an online tool to help their customers determine if their
power cord is included in the recall and replacement program. Customers are
given specific instructions and questions to answer to identify potentially
affected power cords.
In my opinion, this online tool and replacement program is
not enough. HP needs to work with their public relations team to reestablish a
positive public opinion. This can be accomplished by sharing the steps they are
taking to ensure this never happens again and keeping the public updated on the
status of this large recall. They have a long road ahead of them with a hefty
financial calamity, but this recall was necessary to keep their customers safe.
I applaud HP for voluntarily recalling the power cord, but I am eager to see
the steps they take to minimize the negative public opinion they have acquired.
Hannah, it sounds like HP needs take a few lessons from Dell's crisis that we read about in Groundswell. As HP moves forward in solving this crisis, I believe that they will have to do as advised in Groundswell and start with listening to customers, then work closely with executives, and remain as authentic as possible. HP certainly has a lot of work ahead of them to regain customer trust especially since customer safely is at stake. Also, I agree with you that they need to do more than establish an online tool and replacement program in order to fix the problem. Only time will tell if they come out stronger than before because of this crisis.
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