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This should be the default method in which companies work, and honestly there are a lot that do and it seems to have gotten better in my career. But there will

This should be the default method in which companies work, and honestly there are a lot that do and it seems to have gotten better in my career. But there will always be bad actors or those who wish to cover things up instead of being direct about mistakes. Good on you for being up front and honest with the customers who were affected and for going the extra step and being willing to return funds. The offer is all that is needed for most businesses to see that you care about the product and their continued support. In the U.S. years and years ago I read this same lesson from a small hospital surprisingly. They had a surgery go wrong, like amputated off the wrong limb IIRC, and admitted they screwed up directly and immediately to the family. They quickly paid compensation and didn't try to sneak in legal terms to prevent the family from suing. The family when interviewed said the main reason they didn't sue was that the hospital was up front, immediately tried to do what they could and didn't try to hide or sneak in terms preventing the family from suing etc. IIRC, the hospital also invited the family to sit in on meetings about steps they were taking to prevent similar mistakes from happening again.

harianus 8y ago
Thank you for relating this to caring about the product and it's continued support. The hospital you're describing sounds like a great example for others. It's great if you make it public, you also need to show you're taking actions on how to prevent it from happening (like they invite the family to their meetings). I do think the suing nature in the U.S. plays a part in people hiding their mistakes in for example healthcare. Your hospital story makes me think of the book Black Box Thinking by Matthew Syed which I red a few years ago. It's about how different the approach is in the airplane sector versus the healthcare sector.

harianus 8y ago

Thank you for relating this to caring about the product and it's continued support. The hospital you're describing sounds like a great example for others. It's great if you make it public, you also need to show you're taking actions on how to prevent it from happening (like they invite the family to their meetings). I do think the suing nature in the U.S. plays a part in people hiding their mistakes in for example healthcare. Your hospital story makes me think of the book Black Box Thinking by Matthew Syed which I red a few years ago. It's about how different the approach is in the airplane sector versus the healthcare sector.