Customer complaints found metal fragment in our product

Hi all, 

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

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.

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.