A man found fungus growing on Smarties candy in a Christmas selection box purchased by his son. He posted a video about it online and wrote a letter to Nestle. Nestle Belgium had never received a video complaint before and did not respond initially. In their letter response, Nestle concluded the Smarties tube was exposed to wet conditions during warehouse transfers, and the long storage period from August to December allowed mold to develop. They were concerned about quality standards and have sensitized staff to controls during all production, transport, and storage stages. Nestle also sent the man 20 pieces of chocolate as compensation. The man was satisfied with their response and felt empowered to share his experience online.

1. Nestle, fungus and a story of
online customer care

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

3. We YouTube it and it
gets modest viewing
We also write to Nestle
http://www.youtube.com/watch?v=rlCGUCiNkes

4. 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?

5. 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.
+++

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

7. 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...