Lying down...now that would be nice.What had happen to this? Surely you are not taking this Shxt lying down.
No it does need to be concluded, I will follow up on it this week.
Regards,
Simon
Posted 01 June 2004 - 07:04 AM
Lying down...now that would be nice.What had happen to this? Surely you are not taking this Shxt lying down.
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Posted 07 June 2004 - 08:50 AM
Dear All,
The complaint has progressed a little.
I now have the name of the technologist for soft drinks.
I'm hoping now that we may be able to get some constructive feedback.
I'll let you know.
Regards,
Simon
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Posted 10 June 2004 - 07:11 AM
The food technologist responsible for soft drinks contacted me and I have sent the carton back for analysis. I asked for a technical response from their investigations.
This has been going on for well over a month now and it will probably be another week or two before I get a response.
I'll keep you posted.
Regards,
Simon
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Posted 11 June 2004 - 09:41 AM
I received a standard letter and a £10 voucher yesterday. I'm hoping this is in addition to the technical response I requested.
Regards,
Simon
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Posted 11 June 2004 - 01:36 PM
Simon,
Yes, I hope you can get to the bottom of the technical issues to find out how and why it happened.
Charles Chew
Posted 24 June 2004 - 10:57 AM
Thanks for reminding me Charles, I sent this off today:
Dear ######
I am writing following up on the complaint I made regarding the orange juice carton. After I returned the carton to you on 07th June I received a standard complaint response and a voucher on 8th June. However, as I stated in the earlier email I am interested in receiving a detailed technical response to the complaint which includes details of how the fault occurred and the measures taken to prevent a reoccurrence.
I look forward to your reply.
Kind Regards,
Simon Timperley
See what happens...
Regards,
Simon
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Posted 24 June 2004 - 11:01 AM
By the way I requested a 'Read Receipt' and got:
Out of the office until Monday 28th June.
The saga continues...
Regards,
Simon
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Posted 29 June 2004 - 06:57 PM
I got a replying saying that they have only just received the carton, which they have now forwarded to the supplier. Apparently I shall receive a response shortly. Progress...
Regards,
Simon
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Posted 30 June 2004 - 05:52 AM
Must have been the persistent pressure that you have been giving them!
Good to know things are hopefully starting to move along.
Charles Chew
Posted 30 June 2004 - 06:17 AM
Hi Saferpakers,With legislation on traceability expected to come on stream by January 2005, there is indeed a presence of this dangerous deficiency in this area as you have highlighted.
Posted 30 June 2004 - 08:56 AM
Does the legislation cover speed of response? Sure you can have all the systems in place to trace, but if you operate at the pace of a snail or your staff wouldn't know a food safety crisis if it took them to dinner...then its all just paper.
Regards,
Simon
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Posted 30 June 2004 - 09:08 AM
Actually EU 178 legislation does not cover response time.Does the legislation cover speed of response?
...then its all just paper.
Posted 30 June 2004 - 10:04 AM
Currently, the desirable response time to a "specific food safety problem" depends much on the negative impact the situation has on the "corporate and product image" of the organization/product concerned.
However, if the instruction comes from the authority as in a case of a necessary product recall where serious implications to adverse public health is certain, response time in this case is well dictated. But in the case of "Exhibit A" representing a mere customer complaint, it is all about social responsibility as well as the level of brand and corporate management that the respective organization desires to uphold.
With the EU's strong call on labeling regulations as well as traceability procedures coming on stream next year, I agree that it is only a matter of time that a format for "response time" will be seriously considered.
Regards
Charles Chew
Posted 21 July 2004 - 06:13 PM
That was the 29th of June so I thought I'd drop them another line to see how the complaint is hanging.I got a replying saying that they have only just received the carton, which they have now forwarded to the supplier. Apparently I shall receive a response shortly. Progress...
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Posted 22 July 2004 - 11:06 AM
I would be interested in knowing the packaging manufacturers point of view.Does the legislation cover speed of response?
Posted 22 July 2004 - 07:50 PM
Hi Alan,
I can't concentrate for that big bloody ball. :D
You talk a lot of sense though mate. I mean would the ridiculously inept handling of the OJ complaint be accepted anywhere else along the food supply chain? Somehow I doubt it. You are right, it seems the further back you are in the supply chain the quicker you have to pull your trousers up and down. As an aside I was in my local supermarket at the weekend and the lady working the cooked meats counter had terrible problems trying to reach and lift a giant ham from the front of the chiller. My god even Stretch Armstrong couldn't have reached it. OK we'll get our house in order Mr Retailer but you really need to do the same - but who's going to tell him?
By the way I got an email today saying I would receive a reply to the OJ complaint shortly…
Oh and great first post Alan.
Regards,
Simon
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Posted 29 July 2004 - 11:07 AM
By the way I got an email today saying I would receive a reply to the OJ complaint shortly…
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Posted 29 July 2004 - 03:23 PM
Simon,
I am not surprised by the attitude taken to delay forthwith a decent reply.
For your information, I too had made a customer complaint recently to a huge US Company known as KRXFT...........for a bottle of Mayonnaise that my wife bought that had dead ants in it and the product had already oxidised as well.
This was three weeks ago. First letter was sent to the local office and failing to get a reply at all, I emailed to USA..............and they replied within two days but expectedly passed the buck to another office.
I shall give them another week before I duly inform them that they have waived their rights by not resolving this issue and I shall instead post the complaint on this forum for our indulging "studies"..........Topic could be: "Social Responsibility by Big Corporations on Customer Complaint Management"
Well, Simon you seem to have better luck that I but we are both still not getting anywhere, are we? Maybe we should introduce them to buy the latest ISO Guidelines for Management of Customer Complaint. :P or better still, send an invitation to them to get on board SaferPak for an educational tour on this subject.
Charles Chew
Edited by charleschew, 30 July 2004 - 08:12 AM.
Posted 29 July 2004 - 06:43 PM
Maybe we should introduce them to buy the latest ISO Guidelines for Management of Customer Complaint. :P or better still, send an invitation to them to get on board SaferPak for an educational tour on this subject.
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Posted 30 July 2004 - 08:23 AM
Simon,
I would like to propose that we do a survey on the forum under the title of Customer Complaints.
Purpose:
1. To survey whether members would persue a customer complaint when foods become evidently unsafe for consumption.
2. To what extend would they pursue.
3. Would the complaint predominantly to seek product replacement or customer satisfaction?
4. Would the complainant remain brand loyal despite the incident?
Think this is a good idea to put such events on assessment? Will leave the rest of the objectives for you to define if you are keen.
Regards
Charles CHew
Posted 30 July 2004 - 08:42 AM
Hi Charles,
It has the potential to make an interesting survey. I'll have a think over the weekend and put a draft together for review.
Thanks,
Simon
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Posted 30 July 2004 - 08:23 PM
Hooray! Reply received today!
See what you think:
I am sorry to learn that you were unhappy with carton of orange that you bought from us. Thank you very much for contacting us.
We do set the very highest standards of quality for our own-brand products. We check constantly that we are meeting those standards, both by regular testing our goods and by discussing customers' comments with our suppliers.
On this occasion a production fault occurred when the cap was applied at the base of the carton, rather than at the top. Normally this would be picked out and rejected because it would result in the cap been faulty. Several tests have taken place to see if this process works and all have been successful. Therefore, I can only assume that this particular carton was a one off error. I have kept a record of your comments and passed them on to the buyer responsible for this range.
The enclosed voucher comes with our sincere thanks. By taking the time and trouble to contact us, you have given us the opportunity to make certain we are meeting our quality standards. I do hope you will find everything to your satisfaction on your next visit to.............
Well that's it - end of chat! At long last the case is closed. Satisfactorily? I don't think so. If this organisation were a supplier of my business I would have to seriously consider our relationship. However, they are not a supplier of my business, they are a major retailer at the very top of the food chain, and as such their complainants are individual consumers (like me) with very little influence.
Throughout this thread I have purposely not named the organisation and it hasn't been a witch hunt. What it has been (I hope) is a learning exercise. I notice from my web logs (web site statistics) there have been a lot of hits from the organisation involved and I genuinely hope this exercise has encouraged them to take a serious look at their complaints process.
To round this thread off what have been your main learning points?
Regards,
Simon
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Posted 10 August 2004 - 06:34 AM
To round this thread off what have been your main learning points?
Posted 10 August 2004 - 10:54 AM
Well done mate! Bet this was one of best forum topics we had for a while.
Any more complaints
Charles Chew
Posted 10 August 2004 - 06:48 PM
There will be Charles, there will be...Well done mate! Bet this was one of best forum topics we had for a while.
Any more complaints
Charles Chew
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