Editor's Note:
And HP incident communication and exchange of consumer rights protection process, the editors can feel their sadness mixed feelings.
"The world's first consumer PC brand", this word alone is enough to make people full of respect and trust, to buy such a big product quality assurance can not it? Even a little bit without saying the problem is not well known around the world gold service it? Subtext is: select the global brand "HP" No worries.
But the reality on the contrary, when the international big a problem really, its performance can not deal with the problem as advertised daily in "gold."
"Water can also capsize boat" is one of Chinese old saying, believe in the world the inside story about that. For the manufacturer, the consumer is that God is Yishifumu attention to consumer demand, and bear his own courage to admit mistakes, choose to solving the problem, is the proper solution as soon as possible good move.
"Delighted to hear criticism, itself a remarkable achievement." Consumers of a complaint, found a flaw in the product, if treated correctly, have the potential of "crises" as a "machine", but as enhance the corporate brand, establish a good image, improve product quality and ultimately the consumer the opportunity to win.
Looking back, "HP" glory must be spent to pay these endless efforts, must contain the consumer's respect, love and faith.
"Sorrow, great to be desperate!" Do consumers really want to sit back and refer to "HP" lingering fear, avoid the "HP" like the plague it?
Really, this situation for the "HP" for example, or do not appear good.
3.15 CCTV encounter came to light, HP is making a lot of "effort", but it is a lot of "effort" can not solve the "quality defects laptop" problem. HP's approach remains essentially the temporary solution, still determined not to recall.
Relevant laws and said that though, my recall of defective products on the regulatory system has not been formally introduced to the current recall by law difficult to apply, so HP can be irrational, can exploit. But from the point of view of justice, a conscientious and responsible big business how a lot of problems to face their own products in a hurry is a public relations and prevarication, not anxious to seek for customer satisfaction, thus completely solve the problem then?
System of corporate behavior than the provisions of
Events caused by the enterprises themselves, with strength and ability to solve business problems, If you want to win the trust of consumers, enterprises should use the above "three guarantees" the Ordinance approach to consumer demands.
Beijing Municipal Lawyers Association Consumer Protection Committee Qiubao Chang said in an interview, speaking from the system itself, "three guarantees" the Ordinance is a legal and regulatory aspects of defects in the defects. "HP" incident exposed the "three guarantees" provisions of the Ordinance be further improved.
"There is no law in China to recall defective products, HP in accordance with the" three guarantees "requirement is not illegal to do things. But not just one or two models of trouble, this is not just the product quality problems, but may be in the design, manufacturing process on a problem. so, the use of recall processing is the best solution. "
Qiu Baochang that, after Hewlett-Packard failed to seriously implement the "three guarantees" requirement, resulting in many consumer rights protection, indicating HP's service needs improving. Events caused by the enterprises themselves, with strength and ability to solve business problems, If you want to win the trust of consumers, enterprises should use the above "three guarantees" the Ordinance approach to consumer demands.
"Expect companies to do this, this is business intelligence and strategy to deal with crises. On the surface loss is more than some, but in the long run, win the trust of consumers, word of mouth to win customers and win consumer identification and selection, in fact, won the competition and the market. "
Qiu Baochang stressed that Hewlett-Packard to correctly deal with this problem, do not seek luck, do not think that after 3.15, after some time, little to nothing on the major issues to be gone. This idea is never wise. Because of the market economy can be said of economic integrity, it can be said to praise the economy, if a business fool consumers, by consumers find, see through, and the market prospects for its extremely negative.
Lack of system mean that the consumer rights protection will not be able to continue? It is not.
Rights to conduct litigation when overseas
"This lawsuit is completely public acts overseas. Once the formation of litigation, HP will be how to compensate Chinese consumers and recalling the products in question to conduct a comprehensive defense, it will apply to the California Court of Hewlett-Packard interstate punitive damages . "
According to one consumer activist groups on behalf of, Easy Network CEO Wang Fengchang description method, although the lag of domestic law so that every consumer's rights protection process is extremely difficult, but now there are five U.S. lawyers, one of whom was 30 years practicing beauty a Chinese lawyer, who formed a leading litigation lawyer team has 5 active trade network linked to the law, said Chinese consumers are willing to conduct public interest litigation in the United States, litigation is the HP headquarters in California.
"Consider whether the foreign proceedings, depending on whether consumers are more conducive to resolving the real problems." Wangfeng Chang said that in order not to fight a battle unprepared, activist groups will first of all the 5 legal team on the feasibility of action research, investigation report by human rights activists decided the direction of the next step, after all, lots of overseas litigation difficulties. The feasibility research report of the survey period of two weeks, if the feasibility research report of the data and direction are conducive to Chinese consumers, many consumers will be asking the law of 2000 easy to network, network by the method easy to switch over to the U.S. legal team overseas litigation.
"This lawsuit is completely foreign public acts, methods easy to network and team of American lawyers will not charge consumers any fees. Once the formation of litigation, HP will be how to compensate Chinese consumers and recalling the products in question to conduct a comprehensive defense, but also California court will apply to the HP interstate punitive damages. "Wangfeng Chang stressed that the current U.S. legal team's investigation is continuing, if possible, I believe that will easily net lawyers commissioned law Rights of Chinese consumers, a proxy satisfactory explanation. Temporarily unable to assess the odds, the data collection situation where we think in terms of litigation, such information can be very good evidence.