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Customer complaint-bugs on product after standing in trailer


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7 replies to this topic

#1 Sabear

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Posted 18 January 2019 - 03:42 PM

Sent a TL to a customer. Upon receiving it, they opened the trailer and inspected everything (everything was OK per their email). They then had the TL sit for over half a month before bringing it to their facility.

Fast forward to today, they have sent me a complaint over bugs being on the product.

Im unsure on how to approach this. As i feel it isnt our fault that bugs have infested their product after they allowed it to sit for so long unregulated (opened/uncontrolled environment).

It was suggested to me to inform them we cannot guarantee if the product sits for X amount of time in an uncontrolled environment.

Hoping someone else has insight on this issue.



#2 MsMars

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Posted 18 January 2019 - 03:45 PM

What's your freight contract/agreement with your customer say? Sounds to me like once they received the trailer, it was out of your custody and therefore not your problem.



#3 Scampi

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Posted 18 January 2019 - 04:23 PM

I agree with MsMars..........they took custody, informed you load was good. The end

 

They just woke up and realized they've lost $1000's and are desperately trying to recover costs for their own mistake.

 

The email they originally sent is all you need. Period.


Because we always have is never an appropriate response!


#4 Sabear

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Posted 18 January 2019 - 04:26 PM

Currently do not have one. Customer provides their own trucks.



#5 Scampi

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Posted 18 January 2019 - 04:31 PM

Do you have a report that you inspected the trailer prior to loading?


Because we always have is never an appropriate response!


#6 MsMars

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Posted 18 January 2019 - 04:40 PM

Burden of proof is on them regardless, and they would have a hard time proving that the problem originated at your facility if they inspected upon receipt and found no issues.  They provide their own trucks? Then they are taking custody the minute it leaves your door. 



#7 FurFarmandFork

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Posted 18 January 2019 - 04:56 PM

Agree with the above. Was it FOB your facility or theirs? Either way, once they broke that truck seal, your responsibilities ended, but if it was FOB your facility, then there's really no question.


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#8 Manish Semwal

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Posted 19 January 2019 - 12:48 PM

Hi Sabear,

As a good way of communication without putting blames on the customer or consumer, you should provide a In-plant investigation report that explains your sophisticated systems in place and control measure which do not allow the bug to approach the product at your end and you could present the integrity of your pest control system as an supporting. That explains allot about food safety at your end and complaint falling Not accepted from your end in a very positive way.

Besides the communication received from the customer could be elaborated more from youe end showing the positive source without claims.

 

Regards,

:smile:






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