A brand manager is responsible for ensuring the success of the brand. That involves looking after the customers. We are the customers. If issues are raised and he has no control over fixing them, don’t promise to fix them.
Let’s look at the reversed parts issues (shoulders, arms, legs). Is this only happening on Classics or other Mattel lines? I would like to think that Mattel would reconsider using a factory that kept making errors on all of their lines. If it’s only an issue for Classics, why is that? Is the factory not getting the right message? Is anyone even checking the samples? The fact that these errors are happening means that the process is broken somewhere. I can guarantee you that Scott knows where that break is. If he’s promising to fix it then that suggests that the fix is within his control. So why does it keep happening?
I have a question for anyone who is complaining about the complainers, what are you hoping to achieve? You’re certainly not helping to fix issues. Is it that you don’t want to read people’s complaints? Shouldn’t you just accept them, just as you’re asking the complainers to accept their QC issues? Are you aware that you’re ‘killin teh org’ just as much as the complainers.