Use the two more mature levels of Ethical (Moral Character) Development Model to elaborate how you would apply each of these levels to ethically to avoid the identified customers' complaints identified in case 1. State clearly which complaints are avoided and it is expected all complaints of case 1 should be addressed.

Case 1: Helpless for Malfunction of Newly-Purchased Electronic Code Lock in Wee Hours

The complainant bought an electronic lock from Company A with installation service included at a cost of $4,100. The 2-year warranty included on-site repair service for the first year. A week after installation, the complainant, who lived alone, left home at midnight for discarding rubbish. Upon return, she entered the password but failed to open the door. With nobody inside the apartment, the complainant had no choice but asked her friend to send a text message to Company A to seek help. After failing to receive any response from the company for nearly half an hour, the complainant then had to call a locksmith via her friend and re-entered her home with a locksmith service costing $1,200.

The complainant contacted Company A the next day but the staff refused to take any follow-up action on the grounds that the problem had already been solved. The complainant found out later that the electronic lock was in fact a parallel import but this was never mentioned by the staff of Company A. The complainant demanded a refund from Company A and the reimbursement of $1,200 for the locksmith fee but received no response. After the Council's conciliation, Company A agreed to refund $3,280 after deducting the installation labour cost. The complainant accepted the offer and the case was resolved.