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How to respond to a fly complaint?


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#1 smart17

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Posted 27 July 2017 - 02:55 PM

Dear all, 

 

I would like to known , which is the best respond to a fly complain ? 

How you handle this complain ? :hypocrite:

 

Thank you all 

 

Best Regards


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#2 Peaches

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Posted 27 July 2017 - 03:51 PM

Is this a complaint you received from a customer about a fly in your product? 


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#3 smart17

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Posted 27 July 2017 - 04:02 PM

yes it was a complain , a fly found in our product 


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#4 Peaches

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Posted 27 July 2017 - 04:08 PM

I won't admit we ever received one of these types of complaints  :hypocrite:  but if I were responding I would review what we did as part of the investigation.  For example that we do have a pest control program in place, we reviewed our records and there were no unusual events (if this is a true statement).  Also if you reviewed all entrances to the facility and garbage collection areas (free of excess debris and no open doors), and reviewed the complaint with employees for awareness.  If it was a wrapped product, you might want to follow up with your film supplier as we did have a case of the insect actually being part of the film itself. 


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#5 majoy

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Posted 27 July 2017 - 06:03 PM

Conduct investigation so you know if this is really an issue in your production. Check your last pest control inspection and visit based on the date the complaint was manufactured. Check the findings of your pest control if there were infestation in any of your areas. Check for any openings in all entrances/exit to your production areas.

 

In the complaint response, you can also identify all control measures you have in place to prevent flying insect in your facility.

 

However, admitting it or not is a different story. Usually QA conducts, investigates and prepares a report of the actual situation/invetigation result. Its the sales people or customer service who conveys this information to customer. Unless otherwise, your company gives you authority to directly get in touch with customers, then you should discuss this with your superior how to go about.


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