Nestle, fungus and a story of online customer care

My son gets selection box for Xmas and the Smarties are “riddled” with fungus

We YouTube it and it gets modest viewing

We also write to Nestle

http://www.youtube.com/watch?v=rlCGUCiNkes

Results of posting and letter

• Nestle Belgium never had a video complaint before and don’t respond to the “online”– They know it will become more widely used

• I feel empowered as I have “broadcast” options even though my audience is niche

• Companies do need to know how to deal with this --- new skills maybe required?

Resolution – letter from Nestle• It was concluded that the tube of Smarties most probably has been exposed to wet

conditions whilst transferring between warehouses.

• Nestlé Selection box is a seasonal item with an extended period of storage was from August to December 2011. The combination of both the exposure to water and the relative long storage period could explain the mould development on the product.

• No deviation was observed on the quality and microbiological checks during

production.

• We are obviously concerned to maintain the highest possible standards for all our products and pride ourselves on the very strict quality procedures that every product has to pass through before being released for general sale. Further to your reaction, we have made our staff, once again, sensitive to the applicable control measures during all stages of production, transport and storages. +++

They send us 20 pieces of chocolate and at least one person was happy ;)

In conclusion

• We are happy enough with their response

• Nestle can improve the quality of their products with the information they received

• The opportunity to share online gives the feeling of power, even if it is minor...