Forgive me for saying so, but what Ford is obliged to do is really beside the point.
The question Ford faces is what it has to do to shut the complainant up. That's the key.
If the CEO starts to get phone calls from pollies, or TV stations, then, "Houston, we have a problem".
And if it takes a new car to get the heat off, it is a small price to pay in the scheme of things. Of course, amusing el cheapo options, like a free hire car, will be offered first. Some poor punters might gratefully accept them, and the guys in complaints will wipe their brows with relief.
I must say that if I got an out-of-box failure for a $25k server, I know that alarm bells would go off at the manufacturer, and I would get a new one the next day.
But I don't know how the car industry deals with such potentially brand-bruising incidents.
|