Best Ethical Response 1

[timmyo7318]

Here is my problem. We make a product that contains electrical wiring. I discovered that the outer insulation layer of one of the wires was slightly nicked by a metal part in some of the products, but the inner insulation layer was not compromised. The outer layer of the wire that was nicked is paper thin and the inner insulation layer is quite thick. However, the wire in some of the products is resting along the metal piece which caused the nicks in the wires. The product is not likely to move even slightly once installed, so there will be no more cutting action by this metal piece. As a precaution, I am having the wiring replaced in the parts we still have, but we shipped out 25 parts already which may or may not have this same problem. The wiring routes on the 25 pcs we sold are slightly different and therefore there may not be a problem at all with these. I don't know for sure though. That is the problem.

The chance of this wiring problem causing injury or death seems very remote to me, but again, I don't know for sure. What is the ethical thing to do? Is a recall necessary?

 

[MintJulep]

First, a technical comment or two:

but the inner insulation layer was not compromised.

How do you know if you haven't inspected the 25 that have shipped?

The product is not likely to move even slightly once installed, so there will be no more cutting action by this metal piece.

No motion at all is a virtual impossibility. All structures vibrate at one time or another. Even the ground vibrates. Given time all will have cuts in the insulation. It sounds like you need a piece of "safe edge" over the edge.

The outer layer of insulation was put there for a purpose. It has been compromised. That will have some effect on the performance. Do you know how much? Do you know how much insulation degragation your equipment will tolerate before it experiences a problem?

I would say, in order of preference:

Fix it, at the customer's facility, or have them send it back.

Send your customers a repair kit and instructions on how to fix it themselves.

Send your customers instructions on how to fix it themselves.

 

[sms]

Are we talking hi voltage wire, or -24 Vdc instrument wire? What is the consequence of an insulation failure and a short? Fire, death, destruction? What?

I'm with Mint Julep, I think one way or another you need to fix it. If it is high voltage stuff with potential deadly consequences, then issue a recall and fix it fast, if there are only minor consequences, you can take a slower lest costly approach.

 

[IRstuff]

From the company's perspective, the repair cost will be minimal, but the positive image of a pro-active and caring company can be worth much more.

Consider also what will happen if customers find out that you knew there was a problem and did nothing.

TTFN

 

[rhodie]

<i>Doubt, of whatever kind, can be ended by action alone.</i>

Thomas Carlyle(1795-1881)

 

[timmyo7318]

Thanks to all for your posts. You confirmed what I was already feeling. Now for the hard part.