Hi guys.
Just experiencing an ongoing complaint from a customer in regards to our biscuits and enrobing. The biscuits are round and filled - shelf life is 12 months. When the biscuits pass through the enrobing tunnel, due to the shape some have windows where the chocolate has not coated properly. The windows are approximately 5mm long x 2mm tall.
We PHYSICALLY cannot prevent this from happening. This is not a food safety issue - customer is arguing this is a quality issue. However i go into the store to buy Cadbury bars and multiple other brands and every. single. brand. has windows on their enrobing.
I am going to lose my mind from this - about 12% have windows and when were producing 30,000 units at a time they expect the 12% to be rejected. Is this unreasonable?