Morgan's reputation is being decided right now. Mistakes can happen, even if it is very annoying and has disappointing consequences. The important thing is to deal with such events, it is today that will go down in history...either as the day of unconditional immediate help for all customers with optimized long-life replacement parts or as the day where paralysis of action from a mixture of fear of expenses and concern of a smaller profit takes over. We can only hope that the right decision will be made because otherwise today's cheap solution will become tomorrow's very expensive one including loss of confidence and loss of sales. Well, this thread will certainly be read at MMC.
Edit. I had not seen Alistair's post yet but it goes to the same direction. And very true, the impact on employee ethics is also an important factor.
