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Customer complaint for under weight product

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Terence Pita

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Posted 01 June 2022 - 05:44 AM

Hi guys.
I received SCAE from one of our clients in regards to the produ t that we supplied being underweight.
To close of the SCAR I will send them our equipment calibration re order as well as our yearly scale calibration records. And also Ithe QC hourly weight checks.

These are the control measures that are in place.

Please kindly advise if I should proceed with this.


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Posted 01 June 2022 - 09:09 AM

The context of the complaint, and the validity of the complaint, might have a bearing on your actions and the associated response. If the complaint is legitimate, i.e. the customer did receive product that is actually underweight, then it's difficult to avoid the inference that your existing controls may be inadequate, so they might reasonably expect these to be reviewed and updated.



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Posted 01 June 2022 - 12:49 PM

Agree with PP, all your response is doing is showing your customer you do not have control of your process


You need the product back to evaluate yourself  or at the very least, some documentation back with the weights of many units 


And you need maintenance involved---what tolerances is your machine set to allow---was there an issue that day causing everything to be underweight. When did you last evaluate the techs?  Are they performing the checks correctly?


Did your packaging change?

Please stop referring to me as Sir/sirs


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Posted 01 June 2022 - 03:10 PM

Hi Terence,


I appreciate that SCAR is "supplier corrective action report"  but what are the meanings of SSCAr, SCARr, SCAE ?


Papuan Acronyms ? :smile:

Kind Regards,



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