Product pH deviation from specification

hi, this morning i received call from customer said that pH reading of our product (edible ice) deviation, wondering how am i respond to this and how to preserve pH in a products..  

hi, this morning i received call from customer said that pH reading of our product (edible ice) deviation, wondering how am i respond to this and how to preserve pH in a products..  

Hi Carine,

What was the pH they reported? and what is your specification?

Regards,

Tony

Dear carine,

Is this a repeat ocurrence of yr seemingly abandoned  -

http://www.ifsqn.com...lts/#entry71602

If so, as you may realize - it depends on many of the identical questions.

Rgds / Charles.C

Our spec is 6.5 - 9.5, customer said their got the results was 5.95

Dear carine,

And .......?

Rgds / Charles.C

Ask for a record of calibration and their method for testing calibration. See if you can get product back? Pictures?

Record of calibration for a ph meter ?  pshh

See if you can get back the product/pictures, see if your retain samples match the lot, see if any ccps or or cps or oprps or qcps were breached, treat it as a valid customer complaint.  Give them apologies, product that conforms to your spec,  and do a root cause analysis to find out why you shipped something to a customer that didn't meet spec.