Britvic Good afternoon, thanks for calling Britvic, you're through to [name] could I take your name please?
Mktg [Gives name.] I'm calling because I've just seen this product recall and I have already bought a bunch of Fruit Shoots for my son and I'm assuming that they are the ones that are faulty.
Britvic I can tell you it's any of the new bottles with the 'magicaps' on them. We've recalled all of them. All of the contents are still safe to consume if you want to pour the contents into a cup or a glass or take the lids off the bottles. If not, you can take them back for a full refund.
Mktg And what is wrong with the lids?
Britvic We investigated and identified that the closures in a small batch of the new designed Fruit Shoots were damaged in the manufacturing process. Any of the damaged caps may become fully or partially detached – that's the actual drinking spout, the blue part – we believed that because it was such a safety issue that a full consumer recall would be the best action to take.
Mktg Could that be a choking hazard?
Britvic We have got on the bottle that it could be a choking hazard. However, the caps aren't actually supposed to come off, and as there was a small batch that were damaged in the manufacturing process, where the caps are coming off, we are having a full recall, even though the other batches were fine.
Mktg It's just for Fruit Shoot and Fruit Shoot Hydro?
Britvic Yes, anything with a magicap.
Mktg When did the magicaps come out?
Britvic Six weeks ago.
Mktg So they're brand new, and it's just a small amount of them, but you just don't know where they got delivered?
Britvic Yeah, that's why we're doing a full recall.
Mktg Do you know when it will be safe to buy them again?
Britvic We won't have them on the shelves at the moment, so you won't be able to find any more.
Mktg Do you know when they'll be back on the shelves?
Britvic We don't.
Mktg OK, so I should just throw out all of those caps?
Mktg Thanks very much for the help.
Britvic Okey dokey. Thanks, bye.
VERDICT: 9 out of 10
The call-handler was clear, calm and succinct. She was incredibly well-informed about the product recall, knew exactly what the issue with the product was and what consumers are entitled to, and was able to offer the correct advice.
This article was first published on marketingmagazine.co.uk