CONSUMER WATCH : Openness Under Fire

Although at first it was a bit slow in reacting to reports of product tampering, Pepsico is to be congratulated for its actions in recent days. Through being open and seriously regarding the reports, the company may serve as a model for others facing such situations in the future. Police have received more than 50 reports in more than 20 states of Pepsi-Cola cans containing syringes, needles or other objects. At least 10 reports have come from California; none of these have been verified and at least four people have been arrested for allegedly making phony claims. The U.S. Food and Drug Administration is unable to confirm a single case of product tampering.

Authorities now link many of the reports to publicity seekers or those looking for a damage settlement. Making false claims is a federal crime with severe penalties.

Pepsico knew that, confirmed or not, the tampering reports would raise widespread public fears about the cola’s safety. For that reason, president Craig Weatherup reported, Pepsico reviewed the canning process at every plant, and it opened that process to public view. Weatherup appeared on national television to vouch for Pepsi’s safety and established a toll-free telephone line to answer consumers’ questions.

Is product tampering becoming a fact of American life? Sadly, a number of incidents involving real or alleged contamination of over-the-counter medications, foods and beverages have occurred in recent years. Pepsico’s actions so far in this episode indicates it has learned from other companies’ misfortunes.