Here's a nightmare scenario for marketers. A major product liability case damages the carefully constructed credibility of your brand. What's worse, you may not even be at fault.
When I first read about the sudden acceleration problems attributed to Toyota vehicles I had a strong sense of deja vu. Back in the 1980's, Audi was nearly run out of the U.S market over similar claims. Drivers said their cars would mysteriously accelerate and the brakes would not stop the acceleration. 60 Minutes did an expose but later admitted their test vehicle had been altered by an "automotive expert" to support the claims of unintended acceleration. Lawyers, of course, had a field day with product liability cases.
Now, Toyota is in the same boat. What do you do? Accuse your customers of driver error or outright fraud? There's a fine line between defending your brand and calling your customers liars. In this case, however, there is so much at stake that Toyota should be aggressive in pointing out that most of these claims can really be attributed to driver error.
FOXNews.com - Toyota Black Box Tests Show Driver Error Caused Crashes.