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In addition to videos and a photo, one device was received for investigation.All materials provided were evaluated and the reported condition was observed.The device history record (dhr) was reviewed, and no abnormal process conditions were present during the manufacturing of the product that could have led to the issue described by the customer.The dhr review showed that all acceptance criteria inspections per established sampling levels were within acceptable limits during the production process.Additionally, no non-conformances were opened during manufacturing process.The device was manufactured on february 13, 2025.As part of the investigation, a gemba inspection was performed to review the manufacturing process.It was determined that the current process and controls are being followed and functioning correctly, including subassemblies, finished product assembly, packaging, and product inspections.No abnormal conditions were found that could continue to trigger the reported condition.A supplier corrective action request has been sent to the supplier to further investigate and address the reported issue.In addition, staff have been notified of this complaint to raise staff awareness.We will continue to monitor the process, customer complaints, and feedback notifications to detect any adverse trends and determine if additional actions are necessary.
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