Fable: When Wrong Is Right.
On the Tuesday before the 1994 Thanksgiving holiday in America a camera crew turned up at a chip company.
The chip company’s PR told her CEO that the camera crew wanted to talk about a faulty product.
The problem had been commented on in Internet chat rooms but the chip company decided that the fault would cause a rounding error in division once every nine billion times and that an average spreadsheet user would encounter the problem once every 27,000 years of spreadsheet use.
So the chip company did nothing about it.
After the camera crew aired their piece, all hell broke loose. TV reporters camped outside the company’s HQ, users asked for replacements and a major user stopped shipping products using the chip.
Employees of the chip company got perturbed by the publicity with everyone asking them why they continued to sell a faulty product.
The chip company bowed to popular demand and offered to replace every faulty chip at a cost of $475 million.
MORAL: Even if he’s wrong, the customer is always right.