4 replies to this topic

[VictoriaRK]

Hello, I posted about a month or so ago about a recall we had to do, when a peanut shell was found in our supplier's bag. We have done all the recall steps and corrective actions, but since this is my first recall I have a question about what happens when you can't get a hold of a customer and get all units back.

 

We sell to small health food stores and individual practitioners mostly. We have 10 units that we have spoken to the customer but they have not yet reutrned or destroyed the material, and we have 6 units unaccounted for that we have called and emailed multiple times (2 different buisnesses), and have only been able to leave messages, with no returned calls or emails about the recall. Is it enough to prove that we have tried to contact them? What is our responsibility here? Can I close off this recall? Or do I need to get a final disposition for all units?

 

Thank you!

[nwilson]

I would also send a written letter in the mail and get a delivery receipt in addition to all that you have done to recall the products for these troublesome customers.  Sending a destruction certificate over and requesting photo evidence would also be a good idea so you can have written assurance that the product was actually destroyed.  I am also a proponent of being a really squeaky wheel when things are critical and sending delivery and read receipts via email, and recording all phone call attempts dates and times.  

 

Hoping folks just took some time off and you get what you are looking for to close this out.  

[AltonBrownFanClub]

@nwilson 's idea for a letter with signature is great.

This proves that you've traced the product forward to your customer, and provided them with a recall notice.

I believe this will absolve you of most of the liability.

 

Just make sure you document EVERYTHING. A written recall summary with dates and actions taken would be helpful.

You could print the emails and call log to show your repeated attempts to contact them.

 

In the end, you can't force a negligent customer to do anything.

It's terrible business practice on their end, but you've done everything you can to make them do the right thing.

 

Good luck, VictoriaRK. Please let us know if anything else comes from this. Your experience is really valuable for future members.

[siskos]

As far as I see it you have everything done correctly. Just keep a good record of the documentationn and your actions. You have send messages you asked for return there is nothing else you can do. Just keep nice, clean and correct records for all fo your moves ...

[AtomicDancer]

You could also put a hold on their accounts so they can't place a new order until the recalled product has been returned or confirmed destroyed.

Do you have other contacts at the company? I.e. if sales isn't responding, contact quality or production.