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Customer complaints found metal fragment in our product


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#1 carine

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Posted 27 July 2018 - 02:27 PM

Hi all, 

 

How to respond to customer about d metal fragment in our product? 



#2 RennieSka

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Posted 27 July 2018 - 02:52 PM

You might need to supply some more context- product type? Do you you currently have monitoring for metal/foreign objects? Have you ever had complaints of metal/objects in this product before?

 

As for a response, I would start by collecting necessary information, if they have not already supplied it, so that you may investigate potential root cause: Pictures of afftected product if possible and datecode/identifier. 

 

I would start reviewing production/preventative maintenance records looking for clues when you know the lot/lots it may have come from. Others here will probably be able to give you better guidance on how to respond after you know more of the story.



#3 Mr. Wallace

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Posted 27 July 2018 - 03:07 PM

request the object be sent back to the facility, gather product lot code and date produced,determine a root cause analyst, determine if it a one time issue or the first or many coming in the near future. complete a corrective action preventative control action review metal detector documentation for the day the product was made.....These should start the process given the minimal details of your situation.






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