Post# 233 - Frito Lay Ruffles and the Bearded Chip

I found an unusual chip.  I sent the note below to Frito Lay on 7/17/2011:

Dear Ruffles,

As a traveling shoe salesman, I rarely get a hot meal.  I rely on snacks and lots of foods that have a long shelf life.  Jerky, peanuts and crackers fill my day.  I eat dried apples and figs for roughage.  As a latenight snack, I look forward to Ruffles Brand Potato Chips.

Years ago, a friend advised me to "Get My Own Bag."  This was some of the best advice I had ever received.  I've been getting my own bag ever since.

However, I have recently endured a disturbing snacktime mishap.  As I was enjoying my Ruffles, I noticed that one of your chips had a "beard."  It's a fuzzy section, brown in color, on the outer edge of one of my chips.  It's quite disturbing and intimidating.  It reminds me of Mr. French's beard.

I've seen the Food Network.  I know you people have folks sorting the chips as they come down the line.  I also know that visual inspection is, and can only ever be 80% effective.  Sometimes shoes come in missing eyelets or soles.  It's embarrassing.

Is it normal to have bearded potato chips?  Is it even safe?  If it's normal, maybe you should add one of the bearded ones to the front of the package, to "forewarn" the customer.  Maybe you should also add a disclaimer on the back--"Warning: some of the chips in this bag may have beards, and it's okay."

I can try to hold onto the chip, if it helps.  I've taken a photo, if needed.  Freshness info from the bag: Aug. 9, 3191 15210. Barcode: 28400 033756.

Any assistance that you can provide is greatly appreciated.

Sincerely,

Jerry
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Subject: A Message from Frito-Lay Consumer Relations - RE: Ruffles, Reference #011577082A
Date: Tuesday, July 19, 2011, 9:15 AM

Hi Jerry,

Thank you for writing. I'm sorry your potato chips were not what you expected and apologize for the inconvenience and disappointment this caused. I'm sending coupons to you which should arrive in about a week.

The brown or burnt-looking chips actually are made from potatoes with high sugar content. The sugar caramelizes when the chips are cooked, which causes them to turn brown when fried. We have a system in place to remove these chips before packaging and we’re sorry these were missed.

Quality is a top priority at Frito-Lay. Thanks to the information you provided, we are better able to investigate and take any actions necessary to prevent a recurrence.

Thank you again for taking the time to contact us.

Best regards,

Natalia
Frito-Lay Consumer Relations
011577082A

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Note sent 7/19/2011:
Hello Natalia,

The darndest thing is, the chip wasn't discolored, except the ridge, which had a fuzzy beard.  It had no mustache, making it resemble, in some small way, our 16th President.

If you want a photo, I snapped one.

Thanks for responding,

Jerry
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Subject: A Message from Frito-Lay Consumer Relations - RE: Ruffles, Reference #011577082B
Date: Wednesday, July 20, 2011, 10:15 AM

Hi Jerry,

Thank you for writing. We certainly understand why you would want to share your photo with us.

All of us at Frito-Lay have a great appreciation for pictures such as these.

If you'd like to send the photo to us, we'll be glad to post it on the "Star" board in our Department. Our address is: Frito-Lay, Inc. PO Box 660634, Dallas, TX 75266-0634.

We appreciate your interest and look forward to your continued satisfaction as a loyal Frito-Lay consumer.

Happy Snacking!

Sincerely,

Linda
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Subject: Re: A Message from Frito-Lay Consumer Relations - RE: Ruffles, Reference #011577082B
Date: Wednesday, July 20, 2011, 11:28 PM

Linda, I think we have a misunderstanding.  I was intending to send a photo of my chip, not to gain acclaim in your hall of freaky chips.  Rather, to help you investigate what exactly went wrong.  To help you investigate whatever freak of nature potato, or whatever process step was missed, to allow for me to wind up with a frightening chip in my bag. Abe Lincoln is fine, if he's on a $5 bill or in the Hall of Presidents.  Abe Lincoln in the food industry is a frightening proposition,  No Abe Lincoln waffles.  No Abe Lincoln pierogi, and no Abe Lincoln potato chips! Sincerely, Jerry

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Post # 69 - Better Made Checks and Balances 11-10-2009

A friend of mine complained that she purchased some Bettermade Triple Mix Popcorn.  For those of you who don't know, this is the Cheese/Butter/Caramel Blend (also known as Chicago Style).  Pull the cardboard divider out of one of those big popcorn tins and shake it up.  Anyway, the key to Triple Mix is the blend of salty and sweet.  Without ample caramel corn, you have a dud on your hands.

Thanks for the tip Kim!
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Dear Better Made,

I absolutely love all of your snacks. Pretzels, chips--Sweet Barbecue, Sour Cream ‘n’ Onion, Cathy’s Creamy Barbecue—all are top shelf. Your various popcorns make me so happy—Ranch, Cinnamon, Caramel, and Cheese! When out-of-towners ask me for a “taste of Michigan,” I point them right at the Better Made isle.

With every great job comes great challenges. As a 12th Grade United States Government teacher at the local high school, I am required to teach “often-dry” material. The difficult part is trying to “reach” Jake, the high school quarterback, whose mind has drifted to tonight’s kegger at Tommy’s since Tommy’s dad is in Barbados with his secretary. I’m also trying to reach Lisa, who is panicked because she locked her keys in the car, “oh and um like there’s a case of beer in the trunk that we bought at lunchtime”. Sometimes, I use everyday examples—simple things.

That particular day, the topic was checks and balances. The Better Made Triple Mix popcorn in my lunch became a makeshift example. In my Better Made example, Butter Corn vetoed a law passed by Cheese Corn. Cheese Corn overrode Butter Corn's veto with a vote of two-thirds of both poppers. Another example, Caramel Corn checked Cheese Corn by declaring a kernel unconstitutional. This power was is balanced by the fact that members of the Supreme Caramel Corn are appointed by the Butter Popcorn, and those appointments have to be approved by Cheese Corn.

My example fell flat on its face when I could hardly find any caramel corn in my Better Made Triple Mix Blend. With inadequate Caramel Corn representation, the bag was unable to uphold the constitution, and we had anarchy. Anarchy, both in the popcorn bag, and also in my classroom where Molly McPimpleton questioned my qualifications to teach her. Paper wads were flying east to west, erasers north to south. A Pelosi Paper airplane, a Mitt Romney paper football.

Your popcorn undermined me! What would cause such an imbalance of power, and for that matter, flavor? You and I know that everybody likes the caramel corn best. It was just a little disappointing. The package read "A26DEC2009C".

Sincerely,

Jerry
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Follow-up on 11/18/2009


Dear Better Made,

Just following up. It has been over a week and I have not heard from anyone.

My triple blend was really light on the caramel. I was just wondering what was up.

Thanks,

Jerry
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No response, other than automatic notification that they received my email.

From http://thehermanletters.blogspot.com