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How to reply to customer complaint about exceeding bacterial level?


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#1 carine

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Posted 17 July 2019 - 03:37 PM

hi all, 

 

Lately i have received complaint claimed that our product micro level had exceeded the permitted level  ( customer self-test report), and i have tested  product bacterial level fr  my site , results showed within the standard. My question is how to reply to customer n convince them my product is safe ? 

 



#2 FSQA

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Posted 17 July 2019 - 03:53 PM

hi all, 

 

Lately i have received complaint claimed that our product micro level had exceeded the permitted level  ( customer self-test report), and i have tested  product bacterial level fr  my site , results showed within the standard. My question is how to reply to customer n convince them my product is safe ? 

Carine,

 

Re-test a new sample if you have this product available (left) in your inventory for micro.

 

I am pretty sure you would have shared your prior results with them. In addition, request them to re-test a new sample or IMO sending a new sample to an accredited third party lab will be better.

 

Hope it helps.



#3 SQFconsultant

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Posted 17 July 2019 - 06:29 PM

Did you get a copy of the test and the parameters under which the test was done?


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#4 carine

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Posted 18 July 2019 - 01:17 AM

Did you get a copy of the test and the parameters under which the test was done?

yes, our customer had tested same parameter with us and happened same accredited third party lab.  



#5 Charles.C

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Posted 18 July 2019 - 01:26 AM

hi all, 

 

Lately i have received complaint claimed that our product micro level had exceeded the permitted level  ( customer self-test report), and i have tested  product bacterial level fr  my site , results showed within the standard. My question is how to reply to customer n convince them my product is safe ? 

 

TBH, it's impossible to answer without some actual data.


Kind Regards,

 

Charles.C


#6 FoodSafetyPlanet

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Posted 18 July 2019 - 09:12 AM

Hi Carine,

 

To clarify, are all samples being packed and shipped at the same time from the same location? 






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