The real test of a quality system isn’t what happens when everything works. It’s what happens when something doesn’t.

Recently, two of my cameras failed. They were newer versions of models whose older predecessors still worked, so I contacted the manufacturer to report the problem.

I expected a warranty conversation. Instead, the company asked me to return the failed cameras so it could identify the defects. They asked questions about the circumstances of the failures because they wanted to understand what had happened. They told me they would send replacements. They even offered a discount toward another product I might want to purchase.

There was no blame. The failed cameras were treated as more than defective products; they were sources of information.

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