惠普向中国消费者道歉

Hewlett-Packard might be the world's largest personal computer vendor but like every other multinational looking to do business in Asia it is increasingly aware of the Chinese consumer's growing power.

After a group of buyers of HP laptops complained to the Chinese government's quality watchdog about the US company's alleged failure to deal properly with faulty laptops, the company yesterday offered expanded warranties for certain products and an apology for past inconveniences.

HP also promised to look into reimbursements for costs incurred through repairs of faulty laptops.

It remains to be seen if that gesture will be enough – the consumers' lawyers have demanded the government order the company to buy back faulty machines and recommend a recall of all models with known problems.

But it shows that multinationals must tread ever more cautiously in a market that is seeing a rise in consumer activism.

Consumer rights protection in China still lags many other countries. But frustration has led to frightening outbreaks of anger against multinationals. Three years ago, a buyer of five BMW 7 series cars complained about a series of quality problems months after he bought the cars and demanded the company take them back. When it refused and offered extended warranties instead, he parked one of his BMWs in front of the dealership and smashed it with a brick.