Beijia Daily Chemicals prepared very complete information, including the entire process of this incident, and did not shirk responsibility. Song Tao admitted that there were mistakes in his work, saying that the newly hired product manager did not supervise properly, and there were problems in the communication between his subordinates and Du Tiantian, which led to the situation that the product had not been approved by the FDA, but had already been put on the shelves for sale. Beijia was willing to bear all the medical expenses of the customer this time, as well as compensation within a reasonable range.
"There is only one customer who made trouble, but there are 500 people who bought substandard products." Yang Yi reminded, "How do you plan to deal with the rest, Mr. Song?"
"We held a meeting last night, mainly discussing this." Song Tao said, "There are only two ways. First, suppress it. I can guarantee that the formula of the lotion is absolutely fine, and I will file it with the FDA as soon as possible. When the gifts in the hands of customers are used up, a new batch of qualified lotions will be put on the shelves, and this matter will be fooled away."
"What about the second one?" Yang Yi asked.
"We publicly apologized to consumers and promised to give them a full refund even if the package had been opened and used, or exchange the gift lotion for a 200ml bottle of toner," Song Tao said. "We actually prefer this solution. Although it will face great pressure in the short term, it will be beneficial to the company in the long run."
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