My email and My complain

MAY 27, 2009 Wednesday

To: pressinquiries@na.ko.com,

    gwalsh@apac.ko.com,

    ssoutus@eur.ko.com,

    africaenquiries@eur.ko.com,

    enquiries@eur.ko.com,

   rcalderon@la.ko.com,

    eromo@la.ko.com

To whom it may concern:

This is regarding my complaint on one of your product.  I bought 1 liter of Coca Cola bottle, in a nearby store, last May 27 2009, wednesday.  Unfortunately, I saw small part of Nescafe Coffee sachet floating inside the bottle.  The said bottle is still completely sealed.  I decided not to open it anymore because I find it very disgusting.  After that, I already had doubts on the quality of your beverages if they were still safe to drink or not. I used to be a loyal consumer of your products but I was traumatized by my experience.  I decided to raise this complaint because this is not only for my own sake.  But also for the sake of those consumers who continuously buy your sodas. 

I was surprised to encounter such incident coming from a reputable company.  Your organization is said to be the leading manufacturer of beverages nationwide maybe even worldwide.  Being a well reputed company, it is a must to have a proper quality control in all your products.  Your company should practice proper sanitation in your factories.  It is really disappointing to come across such kind of occurrence.  I believe that this should not be tolerated.  An immediate action must be done from your top management.  You can put a lot of people’s lives in danger with this kind of negligence.  There are so many individuals who patronize your product.

I hope your management will put their immediate attention to this concern.

Jan

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FROM : Kenth Kaerhoeg 

Mr. Canonigo, 

Our team in Manila is now on the case, and you will hear back directly Manila. 

Best Regards 

Kenth Kaerhoeg 

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Kenth Kaerhoeg

Group Communications Director

Coca-Cola Pacific Group

Reception +852 2599 1333

Direct +852 2599 1321

Mobile +852 9301 7012

FROM : Sonya Soutus 

Dear Mr. Canonigo: 

Thank you for your message and apologies for your situation. Please give us more information about the location, date, time, etc., of this incident so that we can send it to the proper person for immediate handling.

Sonya Soutus 

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MAY 28, 2009 Thursday

Dear Mr. Canonigo: 

As this is Manila, my colleagues in our Asia/Pacific Group who are copied will handle.

Sincerely,

Sonya Soutus 

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To: pressinquiries@na.ko.com,

    gwalsh@apac.ko.com,

    ssoutus@eur.ko.com,

    africaenquiries@eur.ko.com,

    enquiries@eur.ko.com,

    rcalderon@la.ko.com,

    eromo@la.ko.com

I appreciate your immediate response.  I'm providing you my necessary information.

Address : Blk 14 Lot 45 Sta. Clara Street La Verna Hills Buhangin Davao City

Mobile Number: +63929.445.3929 (+8:00 PHT Manila, Philippines)

Date of Purchase: May 27, 2009, Wednesday

Store Address: Same Street

Date Code: 12? R10V40930 (? - blur)

the product is still with me, i kept it for any necessary instigation that may arise.

jan

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To: pressinquiries@na.ko.com,

    gwalsh@apac.ko.com,

    ssoutus@eur.ko.com,

    africaenquiries@eur.ko.com,

    enquiries@eur.ko.com,

    rcalderon@la.ko.com,

    eromo@la.ko.com

I appreciate your abrupt response on the complaint I made. A representative from your company, Ms. Joyce Chavez, went to our house this afternoon at 2:30 PM to conduct the necessary investigation. She told me she was from the quality assurance department. After her interrogation, she told me that she will perform all the needed inspection on their factory. She will just come back to give me feedback about it. But before she left, she gave me 2 dozens of 1.5L of Coke. She said it was given in good faith. Actually, I really do not need those dozens of Coke Regular and Coke Zero. What I want is enough assurance from your company.

I am glad that my complaint was not taken forgranted. However, Ms. Chavez wasn’t able to satisfy my concern. My point was, how can I assure that your product is still safe? I have been patronizing your product for a very long time now? I need your company to guarantee me that if I am going to drink one of your products; my health will not be put at stake. I hope I stated my point clearly.

Aside from that, I was offended on the Ms. Chavez’s statement regarding the complaint I made. She said, I should have not sent it through email. But instead I should have reported it personally to your office. She was too arrogant. I just want to make myself clear; I am the one who was victimized by your negligence. And because of that negligence, it can put my life in danger as well as other consumers of your products. So you do not expect me to make such effort to go to your office and do that. I would waste my time driving myself to your office. I prefer it to send it through email because it is much convenient for me. Besides, I think my complaint is for your company’s sake. This is to call your attention for your negligence. If you fail to give attention to this, it can put your reputation at stake.

I am expecting your immediate response on this.

jan

Open Coke, Open Dirtiness

Nothing beats the feeling of satisfaction, once you drink a glass of cold Coca Cola.  It’s so refreshing.  The drink is thirst quenching.  Coke has been the most common beverage that almost everybody loves.  Coke does not come out of the table, whether before or after eating.  Even if it is during hot or cold weather, Coke does not escape from anybody’s eyes.  Indeed, Coca cola has been part of all people’s lives.

However, what are you going to do if you find a sachet of Nescafe inside a sealed bottle of Coke?  Isn’t it disgusting?  Yes, to my dismay, I found it myself.  I am also an avid supporter of Coca Cola products, especially Coke!  I can not last a day without drinking one.  So one sunny day, I decided to buy one for myself.  Unfortunately, I encountered the worst nightmare of my life.  My newly-bought 1 Liter of Coke bottle had a cut part of Nescafe sachet in it floating!  I wasn’t able to open the bottle yet!  I felt like I was going to puke!  I never imagined that I would be able to see that awful kind of stuff from a reputable company of beverages.

How frustrating can it get that the country’s leading manufacturer of sodas can be able to do such disgusting negligence.  I was totally turned off by what I found out.  The company had been in the industry for a very long time now; it is expected to be giving their consumers the best of their products.  These beverages should be safe, because people drink them.  Once the company failed to implement cleanliness in their factories, they will definitely put all their customers’ lives in danger.  Young and old, rich or poor, everyone is buying their products.  And these consumers, including myself, deserve to have the best, cleanest and safest Coke!  When I got that Coke in my hand, I had so many things that came into my mind.  Was the Coke that I, and all the rest of the consumers, really safe to drink?  What if the bottle that I bought before, had also an unidentified floating thing while it was made, I could have drunk a dirty Coke!  Is their factory really clean?  Are they using clean bottles?  I mean things like that will typically hover in your mind.  And I can not blame myself for thinking that stuff. 

After that unpleasant incident, I immediately made my complaint to the company.  I sent it through email.  I appreciate their quick response on my concern.  They made necessary interrogations and promised me that a representative from their regional office will drop by to our house for actual inspection of the bottle.  By the way, I kept the bottle and I didn’t open it.  It will serve as the evidence.  After a few days, a representative came to our house.  She conducted her own investigation.  But before she left, she gave me 2 dozens of 1.5L Coke regular and Coke Zero.  I asked her what that was for. That was given to us in good faith.  She also told my I could have reported it immediately to their office.  Why do I have to send it through email?  I didn’t like that statement of her. 

First of all, I was the one who was victimized by their negligence.  So why do I have to put so much effort on going to their office just to tell my complaint.  I chose to do it at my own convenience.  And why was she had to tell me that?  Was she afraid that the public would know about their laxity?  Their poor quality control?  I think the public deserve to know about it.  Who knows, anyone might have the chance to encounter the same thing that I had, or maybe even worst.  This carelessness can lead into something serious, endangering other people’s lives.  And I could not stand keeping my mouth shut about this.  I have to warn everyone, because they can be a victim too.  And if that time comes, I certainly will not be surprised anymore.  

So to management of Coca Cola Bottlers Philippines, please do something about this.  You have a lot of consumers, please be aware that you need to take care of us.  We are the life of your business.  Give us assurance on the quality of all your products, because we deserve them! 

This incident happened in Davao City.  Top management of the company, kindly check your offices and factories here in our place.  Please know who the right person responsible for this issue.  Below is the picture of the actual bottle that I bought.  You can judge it for yourself.