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Customer Complaint for Plastic Foreign Material


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Tarvos88

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Posted 13 May 2022 - 11:40 PM

Hello!

Looking for advice. I work for a company that provides spices for further manufacturing.

We clean up the spices, package and send off.

Received a customer complaint over FM (strip of plastic)

We have several control points that would have kicked this out of the system.

Any advice on what to do?
I don't want to admit blame if it's not from us.



SQFconsultant

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Posted 14 May 2022 - 12:51 AM

What do you mean by "its not from us" ??


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Tarvos88

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Posted 14 May 2022 - 05:26 AM

The FM was found after it was processed/packaged by them.

What is the best way to go about pinpointing if it came from me/introduced from their own process.



Kara S.

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Posted 14 May 2022 - 10:58 AM

Foreign material happens. Even if it's from you - don't stress over it, even if that means you have to pay for your customers product loss. Just do you due diligence and correct the issue so it won't happen again.

To start your investigation, determine whether you have similar plastic in your building.
1. No, we do not. In your report, say you do [not] have that material in-house, nor does it come in from your own raw ingredients.

2. Yes, we do. We investigated the area in which the similar plastic is known to be and found no damage. If you happen to find damage, report back that you identified the issue and that it was repaired. I'm sure you'll have to take the remainder of their lot back and replace the product. Maybe it's just an isolated incident and they won't need to discard the batch.

3. You mentioned that you have control points. You should also go verify each control and mentioned what the controls are and that you verified they are functioning as intended.


Edited by Charles.C, 15 May 2022 - 11:35 PM.
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Kind regards, 

 

Kara Scherer 

Food & Beverage Industry Consultant

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Tarvos88

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Posted 14 May 2022 - 04:31 PM

Thank you Kara! This is what I'm was looking for.



Kara S.

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Posted 15 May 2022 - 09:01 PM

Thank you Kara! This is what I'm was looking for.


You're welcome. Feel free to reach out if you have specific questions related to your investigation

Edited by Kara S., 15 May 2022 - 09:02 PM.

Kind regards, 

 

Kara Scherer 

Food & Beverage Industry Consultant

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Charles.C

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Posted 16 May 2022 - 04:58 AM

Hello!

Looking for advice. I work for a company that provides spices for further manufacturing.

We clean up the spices, package and send off.

Received a customer complaint over FM (strip of plastic)

We have several control points that would have kicked this out of the system.

Any advice on what to do?
I don't want to admit blame if it's not from us.
 

 

I would suggest that the style of specific response may depend on additional characteristics such as

 

(a) Status of Complainant.

(b) specific product involved and potential significance, eg retail RTE?

(c) intensity of the complaint, eg "compensation" mentioned?, simply requesting intended follow-up ?

(d) details of the foreign material, eg hazardous?,

(e) complaint history of customer, eg rare/continuous ?

(f) specific origin/location of complaint.

 

Many Companies IMEX have a uniform initial step - Request to receive the foreign material/associated product unit.


Kind Regards,

 

Charles.C


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