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Mtisanti _____ v PM>M ANNISTON, ALABAMA "r* subject January 8, 1968 1967 Customer Complaint Record RIPIRENCE TO W. B. Papageorge H. L. Williams A. E. Leisy TSD Superintendent O^W. Miller (^HTT^Gray OOi H. 0. Hehner - G.O. W. E. Ault - G.O. E. C. Wilde - G.O. I ! The customer complaint record for 1967 la about the same for service, but doubled for quality complaints (see the chart). Only 1963 and 1964 In the last 9 years have been higher In number of quality complaints related to pounds of product made. The attached tabulation summarizes the complaint history of 1967 for comparison with similar reports of previous years. The Complaint Index which has been used for the last 9 years has been charted for 1967. This expresses the number of complaints per 100 million pounds produced, and Is not the Index vhich has been followed monthly through the year. Outstanding for 1967 were (1) the great Increase In number of quality complaints on Solid Arodors (11 compared with 2 in 1966); (2) the Improved performance of our carriers (2 Justified-against-carrler complaints compared with 7 last year, (3) better service from our end (2 justified late shipments compared with 3 last year). Solid Aroclor quality complaints have originated from known operating causes, and from a new adhesive application which places unknown demands on our Aroclor 5460. Color complaints Involved shifts in shades wall within our specification, and indicate need for a refined color test. This Is being developed. A study of adhesive requirements Is being pursued to determine what additional properties must be controlled to protect this new market. W. B. Dunlap : Jw 0358119 -1- TOWOLDMONOQ54443 1966 Custoaer Complaints Quality Complaints Liquid Aroclora Justified 1 Not Justified 2 Total Filed 3 Solid Arodors 6 5 11 Blohenvl 1 1 2 HB-40 1 1 Total Organic 9 8 17 Total Total Parathlons Plant 4 13 19 5 22 Service Complaints: Organic-Inorganic Late Short Arrival Weight Leaker Justified 21 3 Justifled-Carrler 1 Not Justified 1 Total Filed 32 3 Faulty Car 2 2 Organic Other Total 2 10 12 ___ 1_ 3 13 Service Complaints: Agricultural Faulty Tank Cars Other Justified 2 1 Justified-Carrier Not Justified 1 _____ Total Filed 3 1 Total Agricultural 3 1 4 Total Plant 13 2 __ 2_ 17 0358120 TOWOLDMONOQ54444 Service Complaint Summary Details i Complaint No. Product 1 Aroclor 1242 - ARoclor 1242 5 Aroclers Mixed 6 Xnerteen PPO 7 Aroclor 1242 8 Aroclor 1242 10 Aroclor 1242 11 Inerteen PPO 12 Aroclor 1254 Liquid Aroclore Customer and Complaint Class Aerovox - Late arrival tank car Electrical Components - could not unload Hoppers Co.- Delayed shipment Baltimore Gas - 2 cans leaking Electrical Components - shortweight car Westlnghouse - bad flange on car Westlnghouse - leaking tank car Baltimore Gas - 2 cans leaking Sonneborn Building Prod. Failure to follow SSI J J J J N J j J J-C Solid Aroclors 2 Aroclor 5460 Illinois Adhesive - strapping Inadequate " Aroclor 5442 Hoosler Solvents - short weight drums J J _ Ethyl PCT Niran Nlran Niran Parathions Mobil Chemical Defective TC bottom valve FMC - Niagara Dlv. Foreign material In TC FMC - Niagara Dlv. Faulty unloading valve FMC - Niagara Dlv. Failure to supply weights J J N J DOS 52 9 KOH Muriatic Miscellaneous Hercules - one car short of promise Continental Can - short shipment, delayed delivery j J-C Note J = Justified N = Not Justified J-C = Justified/Carrier -3 0358121 TOWOLDMONOQ54445 WUr R9fP1if"tr Liquid Aroclors Dmiii Complaint No* Produce 4 Aroclor 1242 8 Aroclor 1242 15 Aroclor 1254 Customer and Complaifi{ G.E. Low resistivity, high water Electrical Components - dark colok Precision Cast Parts - Sp. Gr. Turb., Foreign Material Class N j N Solid Aroclors 2 Aroclor 5460 Wisconsin Solvents - metal in bag j 3 Aroclor 5460 Cantral Solvents - out spacs N 5 Aroclor 5460 United Resins - off color, appearance N 6 Aroclor 4465 Nelson Oil - Formulation had Insolubles N 7 Aroclor 5460 Standard T - dark color J 9 Aroclor 5460 HB Fuller dark color J 10 Aroclor 4465 Metallic Compounds - white material J 11 Aroclor 4465 Clearprint Paper Co. - white material j 12 Aroclor 5460 Standard I - Abnormal customer solubility N 14 Aroclor 5460 United Resins - Unsatisfactory performance N 17 Aroclor 5460 Precision Cast Parts - low malting point J Blohenvl-Santowex-HB-40 1 HB-40 13 Biphenyl 16 Biphenyl Queeny Plant - high color Piedmont Chemical - caked Albert Varley - caked J N J Avricultural Division TM-2-67 TM-9-67 TM-14-67 TM-16-67 PP-67-187 Methyl Parathlon Methyl Par. Niran 6-3 Methyl Par. Niran 6*3 Carolina Chemical - Skdiment FMC - drum of frozen material FMC - foreign material W. R. Grace - would not melt FMC - Lot No. missing, foreign material J J J J N -4- 0358122 \ TOWOLDMONOQ54446 Complaint India (No. complaints par 100 million pounds mada) (This Index Is not the Index used monthly through 1968. It Is calculated here to maintain continuity of the last 9 years - See Chart) Justified SUjjd Quality Organic-Inorganic Agricultural Total Plant 3.5 1.7 5.2 6.6 2.1 8.7 Service Organic-Xnorganlc Agrlcultural Total Plant 3.9 1.3 5.2 5.1 1.7 6.8 -5- 0358123 TOWOLDMONOQ54447 ' A/V/V/STON Pi. AN'T JusriFieJ) Cartplaints - * 4?S I K %*s * 0 Yeak 035812'* TOWOLDMONOQ54448