Press 1 for Refund

Procter & Gamble suspended sales of its SK-II skin care line in China last week after quality authorities there reportedly found traces of unwanted chemicals in the product, according to news reports. Public anger erupted over the way the suspension and recall were handled, resulting in damage to P&G offices and physical scuffles with employees. An initial promise of direct refunds was later changed to a hotline to handle the requests, reportedly sparking protests. Should P&G have handled the situation differently? Is your company prepared for a quality recall? What could be the impact of quality questions on premium brands?