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24 March 1997
Reference : 20517
Mr Ravenscroft
23 Hillside View
New
Mills
High Peak
SK22 3DF
Dear Mr Ravenscroft
Thank you for your letter of 18 March, to which Mrs
Ena Baxter has asked me to give my immediate, personal attention. May I first
of all say how concerned we are to learn of your disappointment with our
Cock-a-Leekie Soup which you purchased recently.
We are always pleased to hear from customers how much
they enjoy our products and we are consequently all the more concerned that you
have purchased one which does not come up to the high standard you have come to
expect.
We make our soup in huge kettles, much larger than the
original Mrs Baxter ever used, and although the mix is heated up to boiling
point, the vegetables are not actually "cooked" until they are sealed in a can.
We do notice that, even with the huge stirrers we use, the bottom of the kettle
can be thicker than the top. As we are aware of this, we take the first and the
last few cans off to ensure that our discerning consumers only have the
traditional Cock-a-Leekie Soup normally associated with Baxters. It would
appear in this instance that you have purchased one of the cans which should
have been removed. You may be sure, however, that your complaint will be the
subject of investigation with our Production Manager. In order to assist us
with our investigation I would be grateful if you could return to us the coded
end of the can concerned, if this is still available; unfortunately the bar
code on the label does not give us the information we require. I enclose a
prepaid envelope for this purpose.
As a gesture of our goodwill, I have pleasure in enclosing
some vouchers which will enable you to obtain replacement Baxter products from
your local store. I hope you will accept these with our compliments and that
you enjoy the products you choose. Also enclosed is some information about our
Visitors Centre which I hope you will find of interest.
Assuring you of our best attention at all times.
Yours sincerely, 
Miss M Macpherson
Quality Audit Manager |
