Metabo-Miracle offers a guaranteed weight loss of 10 pounds in one week without dieting or exercise. Thousands of customers purchase the products and about 200 call in with complaints that the product was ineffective. What action should Metabo-Miracle take?
A) It should immediately remove its products from the market, fully refund the thousands of customers' money, and close its business.
B) It should use persuasive techniques to get the 200 disappointed customers to try the product again each time it fails in order to decrease refunds.
C) It should explain to the customers that they misused the product and try to sell them more of the product.
D) It should discuss the product failure with the customers and then provide them with a full refund of their purchase price.
E) It should ignore the customers' complaints and hope they will tire of calling and writing letters.

Question

Quizplus · Accepted Answer

The most ethical and appropriate action for Metabo-Miracle to take is to discuss the product failure with the customers and provide a full refund. Ignoring the complaints or using persuasive techniques to reduce refunds is not ethical and may damage the company's reputation further. Explaining that the customers misused the product is also not appropriate as the product guarantees weight loss without diet or exercise, making it clear that the product, not the customer, did not work as promised. Providing a full refund shows that the company values customer satisfaction and is transparent about its product's limitations.

Metabo-Miracle Offers a Guaranteed Weight Loss of 10 Pounds in One