How to reply to customer complaint about exceeding bacterial level?

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 ? 

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.

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.  

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.

Hi Carine,

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