Picture received with the customer complaint file was thoroughly reviewed.The sample presented an open seal on package.No functional inspection can be performed since the device sample was not available for evaluation.The device history record with lot # 74d1400275 has been reviewed and no issues or discrepancies were found which could potentially relate to this complaint.No non-conformance reports were originated for the lot in question that can be associated to the complaint reported.The dhr (device history record) shows that the product was packed and inspected according to our specifications.During the investigation it was found that component tfx-000354 (sheet foam) batch (b)(4) was used during the manufacturing process, this sheet foam was implemented to prevent the product from damage.This type of defect is easy to be detected during the manufacturing of the product since is verified at 100%.Additionally, per internal procedure, distribution center performs 100% inspection as well.Based on the picture provided, the customer complaint is confirmed.As a corrective action a new packaging method will be implemented in order to avoid open seal in the product."r & d" has initiated this project.The involved production and quality personnel were informed about this complaint.
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