True fact. I was training a student about quality control, when I went to the vending machine to get a Mars bar and it delivered one that was about an inch shorter than normal. To get the exact evidence, I took it into the lab and weighed it on our calibrated equipment. This gave me the opportunity to explain to the student about variance, process controls and measurement errors. As part of that discussion, I bought another 5 bars from the vending machine and we weighed them. They were all a few grams short of the stated weight on the wrapper of 65g, except the short one, which was around 50g.Man who found smooth Mars bar gets £2 compensation
“I think £2 is great, it will be two free Mars bars. Maybe they could have sent me more but I’m not being ungrateful. I think it’s amazing after everything that’s happened that I got the £2 voucher.”
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Smooth Mars bar man gets £2 compensation from chocolate giant
Mars Wrigley UK says the smooth bar "slipped" through and confirmed the swirl is being kept.www.bbc.co.uk
I told the student that it would be a good idea to find out about the Mars production line process controls, so I wrote a long letter addressed to the Mars Quality Manager that explained our findings and asked about what sort of statistical controls they used and what sort of variation was normal and why the results we had seemed to indicate defective products. I returned the short Mars bar with the letter, so the postage was about £1.
A week later, I got a letter from Mars, addressed to me as the Quality Manager of Keiper Recaro. It was from the customer relations department. "Dear sir, We're sorry that you're unhappy with your Mars bar. Here's a £1 postage stamp to cover the cost of a replacement."
This was about 1995, so nothing has changed. Unfortunately, I ate the remaining evidence and Mars didn't return the short one, otherwise I would have referred the matter to trading standards so that they would have taken the issue seriously.
This also reminds me of an incident at Avondale Caravans, where I had just joined as their Quality Manager. A guy, who was the type to wear an anorak, wrote in to say that he noted that our caravans were certified to meet various electrical standards, but from his expertise in the field, he could see that they didn't. The Customer Service guy replied to him that the certifications were done independently by the Caravan Council, and Avondale was happy with the standard of the caravans, plus the blue litmus statement that nobody else had complained. He therefore gave his evidence to Trading Standards and asked them to investigate. I won't bore you with the details, but that created a massive problem for both Avondale and the Caravan Council that took around a year to sort out and cost them all a lot of money. There was also a knock-on effect to all UK Caravan manufacturers because they all used the same electrical equipment and certification. All the guy wanted was recognition that he'd spotted the anomaly. He didn't even want it fixed.