We sent this email tonight within an hour of hearing about the first issue. One of our goals as a company is to increase people's quality of life -- starting with sleep. It was immediately apparent to us we had to tell our customers, especially if their safety was at all at risk.
Isn't this a bit drastic, though? I absolutely commend you for the fast reaction and concern about customer's safety, but do you know the extent of the problem?
I mean, if the problem is limited to a certain batch of power supplies (or just that single faulty one), you've just deprived a large number of customers of the use of product. Certainly if you have no way to segment the people who may be affected, then the safest thing is a total product recall, but that's generally the last resort any business will take in this situation.
In any case, I hope this is just a speedbump for you guys and you continue on successfully.
