69 replies to this topic

[Charles Chew]

Several tests have taken place to see if this process works and all have been successful. Therefore, I can only assume that this particular carton was a one off error.

Simon,

It cannot be a one-off error because UHT (Tetra Pack) packing comes in a roll-sheet form and that means there must well over a hundred or so cartons out in the market place with "reversed ends"

And, what about the dirty stains at the bottom of the pack? Where does that come from?

The reply was just a courtesy but suspect that not enough was been done to re-assure customer loyalty.

POST CUSTOMER COMPLAINT: By the way, are you fully satisfied with the reply you got and do you continue to buy this brand of beverage or have you lost faith in them?

Regards
Charles Chew

[Simon]

POST CUSTOMER COMPLAINT: By the way, are you fully satisfied with the reply you got and do you continue to buy this brand of beverage or have you lost faith in them?

<{POST_SNAPBACK}>

No I'm not at all satisfied with the reply. It wasn't the technical response I had repeatedly asked for; but then again by about the sixth week I think we all realised we were onto a loser on this one.

Will I buy this brand again? No I've stopped. It wasn't a conscious decision made because of the complaint I simply found one that tastes better. Maybe subconsciously the complaint did contribute to my decision. We'll never know…

Regards,
Simon

[Charles Chew]

No I’ve stopped.

Nevertheless, bravo!

Charles Chew

[Puzzle]

It would be interesting to see how this complaint was actually passed through the supply cahin to the point of 'root cause'

Additionally the statement that the process has been checked and this was a 1 off smacks of 'fob off'

Grief, give that one to an automotive customer and they would be crawling all over you!!!!!!!!!!!!!!!!!!!

getting into hokey cokey land etc.

[Simon]

It would be interesting to see how this complaint was actually passed through the supply chain to the point of 'root cause'

I can tell you Puzzle. It went excruciatingly slowly from one incompetent in-tray to another and all the way back again.

Additionally the statement that the process has been checked and this was a 1 off smacks of 'fob off'

Right on!

Grief, give that one to an automotive customer and they would be crawling all over you!!!!!!!!!!!!!!!!!!!

Like a rash I'm sure. Unfortunately as a weedy consumer my complaint came from the powerless end of the supply chain.

getting into hokey cokey land etc.

<{POST_SNAPBACK}>

Eh?

Regards,
Simon

[johnwhittaker]

Simon,

Wow this thread is really interesting. It almost looks like a scenario. I am actually beginning to feel sorry for the company. They really are messing with the wrong guy this time!!!!!

The phrase 'got them by the short and curlies springs' to mind.

Good for you mate!

John

[Charles Chew]

We do set the very highest standards of quality for our own-brand products.

What standard?

We check constantly that we are meeting those standards, both by regular testing our goods

Simon, can they provide a copy of their test report...... OR I even wonder if they do have their own in-house laboratory. Better still, an external lab. report is even better.

Therefore, I can only assume that this particular carton was a one off error

Biggest bull shit.......probably, will get the 2004 Award for the Best Farter

Hey...........My Kraft Complaint Episode is coming soon.......one to one warfare. Yeah right! don't mess around with US.

Charles Chew

Edited by charleschew, 28 August 2004 - 10:00 AM.

[Franco]

Thank you for your prompt reply.  However, I'm not at all happy with the pat response.  I suggest you discuss this with your Manager as I want a full and detailed response providing technical answers to all of the questions I asked in the original email.

Ten basic principles Come on consumers. This is EU speaking !!!

[Simon]

Thanks for that Franco; it certainly gives me a warm cosy feeling knowing the EU bureaucrats are protecting my rights.

In future all orange juice complaints should be directed to:

Freephone: 00 800 6 7 8 9 10 11

Well it's sort of freephone.

Regards,
Simon

[Charles Chew]

GREAT NEWS!

Met up with the QA Manager of KRA_T Foods, Philippines yesterday at a forum and took the opportunity to mention the Customer Complaint that remained unattended. As a Gentleman, he apologised.

Told me today that he had already discussed the issue with his "People" who will be contacting me VERY soon.

THE CUSTOMER WON AGAIN

Charles Chew

[Charles Chew]

GREAT NEWS!

Met up with the QA Manager of KRA_T Foods, Philippines yesterday at a forum and took the opportunity to mention the Customer Complaint that remained unattended. As a Gentleman, he apologised.

Told me today that he had already discussed the issue with his "People" who will be contacting me VERY soon.

THE CUSTOMER WON AGAIN I wonder if some vouchers are coming my way too!

Charles Chew

[Simon]

THE CUSTOMER  WON AGAIN  I wonder if some vouchers are coming my way too!

<{POST_SNAPBACK}>

They better be. That's the whole point of the exercise isn't it?

Regards,
Simon

[Charles Chew]

LATEST -

Brand owner came ot pick up the "affected product" and took all details down and promised a reply. Meanwhile, no vouchers but replcement of two bottles.

I shall be expecting their reply and their root cause analysis before further posting on this matter.

Charles Chew

[Puzzle]

Simon, my 'hokey cokey' reference was a play of Pke yoke. ie foolproofing.

Charles, it helps to be in the industry and get to met the appropriate people at these functions :D

[Simon]

Simon, my 'hokey cokey' reference was a play of Pke yoke. ie foolproofing.

<{POST_SNAPBACK}>

Oh right it was a Puzzle. :D

Regards,
Simon

[Puzzle]

Yup,

But it must be possible to have something (optical comparator) within the line to ensure the cartons are the correct alignment....................................

If so, it didn't work.

[Simon]

Yup,

But it must be possible to have something (optical comparator) within the line to ensure the cartons are the correct alignment....................................

If so, it didn't work.

<{POST_SNAPBACK}>

Yes, you would have thought so. We'll never know how they didn't do it now.

Regards,
Simon

[Charles Chew]

Just to let all know that the response from KRAFT came in a week ago. They had given me an investigation report over the phone and answered all the questions that were raised.

I guess you may say that they had done a good job despite the country distributor having claimed that they did not receive the complaint. I consider an end to this episode and wish to remind all that customers must be reactive to issues that concern food safety for public awareness sake and the benefit of others.

CHarles CHew

[matthewcc]

I grabbed a shrink-wrapped four-pack of orange juice the other day whilst shopping completely unaware of the surprise that lurked within. Click the attached thumbnail to see a full sized image of Exhibit A.

Can you spot the problem?
Any ideas how it could have happened?
Is it a risk to food safety?
What control measures do you think they could / should have in place?
Is this a failure of a CCP?

I'm will send the image and batch details to the retailer which will test their traceability system if nothing else. Hopefully they will investigate and identify the root cause of the problem and take Corrective Action to Prevent the problem from occurring again in the future.

I will obviously be looking for appropriate Correction in the shape of some shopping vouchers. :D

Regards,
Simon

 

Hello Simon, I was not able to open ExhibitA.jpg.

Would you be able to send that to me please?  This discussion has piqued my curiosity.

 

Thank you,

Matthew

[Simon]

Hello Simon, I was not able to open ExhibitA.jpg.

Would you be able to send that to me please?  This discussion has piqued my curiosity.

 

Thank you,

Matthew

 

 

Wow what a blast from the past Matthew (almost 10 year's old).  I remember the image, but not sure why its broke or where its gone, I will try and look it up and get back to you.

 

Have a nice weekend.