Day 169 - 04 Oct 95 - Page 17


     
     1
     2   Q.   Yes.  You do not go on to say:  "Most of them, for example,
     3        are caused because the buns are not cooked properly" or
     4        something like that?
     5        A.  No, I do not.
     6
     7   Q.   When you say further down:  "The product must be examined
     8        and if undercooked placed in a plastic bag", are you
     9        talking about buns there?
    10        A.  No, I am talking about meat and chicken products.
    11
    12   Q.   That is what the whole paragraph is about, is it not?
    13        A.  No.  I am sorry that the paragraph is not grammatically
    14        correct and is not worded better, but I thought it was
    15        quite clear that I was talking about two completely
    16        different things there.  "When complaints about product
    17        quality", that comes straight on after the sentence,
    18         "... they are attributable to overcrowding of meat on the
    19        grill".  I was then referring to the fact that if you did
    20        have a problem with an undercooked pattie, for instance,
    21        you would take the product and you would place it in a
    22        plastic bag and put it in the freezer and it will be sent
    23        for analysis.
    24
    25   Q.   Yes, but you are talking about "complaints of this nature",
    26        i.e. the complaints that are received approximately once a
    27        week?
    28        A.  No, I am not.  I am talking about the -- as I said, I
    29        am talking about the fact that if you receive a problem
    30        with a product that is a meat bearing sandwich or a chicken
    31        bearing sandwich, you would follow a set procedure, and I
    32        have outlined that set procedure below.
    33
    34   Q.   You have said that the product must be examined and if
    35        undercooked placed in a plastic bag.  That is referring to
    36        the meat products.  So, basically, if it obviously appears
    37        undercooked you put it in a bag and fill out an incident
    38        report form?
    39        A.  Exactly.
    40
    41   Q.   But if it does not appear to be undercooked, you just throw
    42        it away and replace it?
    43        A.  No.  If there was a specific problem with it, it is
    44        very easy to see if a product is cooked or not cooked,.  If
    45        it is obvious there is a problem with the product, you
    46        would stick it in the freezer in a plastic bag and follow
    47        the set procedure.
    48
    49        If the customer was, for instance, complaining that it
    50        tasted different from what they expected, they bit into it 
    51        and it did not quite look right, then you would look at it. 
    52        If, when looking at it, it became obvious that the customer 
    53        did not know what the product was supposed to look like,
    54        i.e. they had eaten their first cheeseburger, or something,
    55        then you would offer them a replacement or offer them their
    56        money back, apologise and take whatever action is
    57        appropriate.
    58
    59   Q.   Right, but we are talking about customers complaining that
    60        the products are undercooked?

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