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.
Yes employee motivation and ethics are very important, I visited the TVR factory just up the road in Blackpool in the 90's, and was quite shocked as when I went around the factory at the attitude of the employees and the rude gestures and pictures drawn on the the underside of all the trim panels being placed in the cars, not visible to the customers until you removed a trim panel. I mentioned it to the Sales Manager who was showing us around and got little reaction almost an acceptance of this wayward employee behaviour. I never bought a TVR as I could tell that problems would be instore as a result of the lack of build quality from disenfranchised employees.
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