Hello,
I have a few miscellanous customer complaint issues that I would like to resolve, and was wondering if anyone had any opinions on these matters...
The first is an issue involves dealing with customer "quality" complaints. In an effort to meet the requirements for SQF, we complete a "Root Cause Analysis" and "Corrective Action" worksheet for all customer complaints. The only problem is following these with intagible complaints such as "melted product", "icy flavor", etc. We check our retained samples to ensure this wasn't an issue from production, and then explain to the customer that this is a temperature senstitive product which we have little control over after it leaves our factory... With this being said, this leaves alot up to the imagination for what the "root cause" is and what we can do to prevent an intangible problem. We've considered contacting our vendors as most of the complaints are from one "brand", however it is also the biggest of them, so this may just be a numbers game. Does anyone working with frozen products have a solution for addressing such complaints?
A different issue is with customers reporting ambiguous foreign objects, agreeing to ship them to us, but several weeks later never receiving anything in the mail. How do you process a foreign material complaint with vague discriptors and no object?
Thanks again.
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