Nepal 2

Prajay Nepal

Business 2

5 May, 2023

Whirlwind Corporation Case Study

After identifying a “fire risk” posed by some product lines associated with the washing
machine category to customers of the UK, Whirlwind Corporation’s executive committee is left
with the following 3 options:

1. Give the customers an option to modify or repair the sold units as the company did with its
driers.
2. Issue a press release and go for a recall and arrange reimbursement for the customers.
3. Issue a press release and announce the recall of products with an option of free repair or a
free replacement of the machine.

Among the options above, I recommend Whirlwind Corporation to choose the option 3.

In my opinion, Option 1 and 2 do not demonstrate acknowledgement and accountability

from Whirlwind’s side towards the problem. Both these options do nothing more than further
tarnish reputation of the corporation as well as damage the “trust” of global customers towards
the brand. Since the issue is a repetition of a similar incident with another product line of the
corporation within a year’s time, Whirlwind should step-up and do more than just the “damage-
control”.

As such, being a global company with a high brand equity, I believe only option 3 is the
right course of action for Whirlwind at this juncture. More so, as choosing this option establishes
the following facts:
 Nepal 2

a. Shows Whirlwind is aware and willing to take responsibility for the incident,
b. Confirms that the problem has been identified and a long-term solution has been
worked out. This eliminates “fear” and “anxiety” from the minds of customers who
have purchased the same make/model of washing machine.

I believe this course of action will help reestablish “trust” in the minds of customers towards
Whirlwind and will go a long way in nurturing and cementing that trust.