How Amul won Facebook war with its angry customer

A week back, a disgruntled consumer, Neha Tomar, posted pictures of Amul Gold Milk that had gone bad, on Facebook, and asked people not to consume products of Amul. “..When we started boiling the milk, within 2 min what came out is shown in these pictures. It is some dangerous substance that came out. I thank to god that my family did not consumed this milk. I wonder what would have happened if we would have consumed this,” Tomar posted on Facebook.

Post by Neha Tomar.

The images caught the attention of social media users and went viral within a few days. We have had seen people posting videos of Coca Cola, Pepsi being used as bathroom cleaner. We have seen pictures of worms in a bucket of KFC crispy chicken. But, most of the time companies refuse to respond to such allegations. But, Amul did and responded to Tomar’s complaint on their Facebook page. Amul first questioned the consumer’s date of purchase and date of complaint. [caption id=“attachment_1520283” align=“alignleft” width=“380”]  Courtesy: ibn live[/caption] “The consumer called our customer care on 10th morning at 9.22 am and shared her experience of using Amul Gold Milk on the very same day. She also emailed the complaint to our official email ID on 10th afternoon. As informed by her, the “use by” date of the Amul Milk was 9th of October. The milk got expired in her fridge which was later used by the consumer.” They also said how they made all the necessary checks and present their case convincingly. Amul said they also visited her residence in Gurgaon. “On 13th we once again visited the customer and provided technical reasons for the incident. We informed her that we checked all the batches of the same Amul Milk and found that there is no problem in any batches including the one which consumer had purchased.” They, then gave a little science lesson about what goes into their milk and why it looked like that on Tomar’s pictures: “Any natural milk (branded/unbranded) which is acidified (sour) in the chilled condition and then heated shall result in curd mass which shows stretching property similar to that of mozzarella cheese.” They also shared a video explaining the same:

Amul ends the note by accusing the customer of ‘concealing’ information. “The customer when contacted and replacement was provided on 11th Oct, was requested to update her post with a clarification of her satisfaction with explanation provided by us. However it took more than 48 hours for the consumer to mention the same on her wall. She even told that our officers that she will update the same post on 13th evening. But till time of posting this, it has not been updated with correct information. Also, the facts have been carefully concealed by her to generate and sustain the hype.” However, Neha Tomar hasn’t given up yet. Her latest post said, “I am extremely disappointed with the way amul has moulded and represented the whole story. Very smartly they have played the blame game. I would like to share with everyone if i would have had any mala fide intentions then i would have demanded a handsome monetary compensation from them.”