“We’ve Never Had a Complaint” — The Most Dangerous Sentence in Medical Devices
At first glance, hearing “We’ve never had a complaint” sounds like excellent news. No customer dissatisfaction. No product issues. No safety concerns. But for Quality and Regulatory professionals, this statement should trigger an entirely different question: How do you know? What Is a Complaint? Many organizations believe a complaint only exists when a customer submits an official complaint form or explicitly uses the word “complaint.” Regulators take a much broader view. A complaint may include...
