About three months ago, a customer found a fault in WCH's most up-to-date, multi-functional cell phone. Her phone became very hot after being recharged and it burned her hand. 'It was so hot, I thought it would explode,' she said. The customer complained to the Customer Service Department, who sent her a replacement phone. The employee dealing with the complaint did not inform either the Marketing or R&D Departments about the fault. After this incident, there were a number of similar complaints. As a result of bad publicity, the phone was withdrawn from the market. 1) What mistakes do you think were made in the way the problem was handled?
2)How could the mistake be remedied? (Case study page 12)