Center Cut Bacon
Lots of companies say they “care,” whatever the heck that means. Every now and then a lucky company gets the opportunity to show they care ... when I grace them with a letter of complaint.
I appreciate it when the company replies. I appreciate it yet more when they take action to make things right. But what I appreciate most is when, amid the mandatory blather (“... we strive ... the finest quality ...” etc., etc.), someone actually addresses my concern. I try to make my letters fun to read, so I like knowing that someone actually took the time to read.
Oscar Mayer’s Kim McMiller, associate consumer relations director, got all that right. She got something else right, too: she owned up to the problem. In a world where denial at all costs seems the norm, I love a company that doesn’t dodge.
You can read our exchange below.
Dear Oscar Mayer:
Words cannot express the depth of my passion — usually, anyway — for Oscar Mayer center cut bacon. It makes the taste buds stand and sing hymns. I allow no other brand to set foot in my mouth.
Perhaps, then, you can appreciate the trauma I suffered two nights ago when I cooked three slices from a just-purchased package to satisfy a before-bed craving. With eager anticipation I took a bite ... and ... how shall I describe my experience? Instead of standing and singing hymns, the taste buds ran for their lives, screaming, “AGGGHHH—what’s with all the SALT?”
This morning I cooked a few more slices from the same package. Same thing. This batch of bacon creates the impression of having had the misfortune to pass under the salt dispensing machine just as said machine happened to cough and dump out its entire contents.
Please assure me that you haven't upped the salt in your recipe, that this was a freak occurrence, and that I can purchase Oscar Mayer center cut bacon in the future without fear.
Very kindly yours,
Their reply to me
Thank you for visiting http://www.kraftfoods.com/.
I'm sorry for your experience with your OM Center Cut Bacon being too salty. The problem you described sounds like there was a possible mechanical failure at our facility. I am sending you reimbursement via first class mail, which you should receive within 7-10 business days.
We value the quality of the products that leave our facility. We give careful attention to each step of our manufacturing process. Samples from each production run are evaluated before we ship them, in an effort to prevent any unsatisfactory products from entering distribution.
Mistakes can sometimes occur on our production lines. We try to prevent this by stationing inspectors at various points along the production lines, and their duties include watching for malfunctions. Also, our quality control staff makes regular rounds throughout the production area during the day in order to ensure that production equipment is functioning properly.
I hope this information is helpful, and again, I apologize for this experience. Thank you for your loyalty and we hope that your next experience is a good one.
Associate Director, Consumer Relations
My reply to Oscar Mayer’s reply
How nice of you! Many thanks. A devoted aficionado I remain.