[10/15 Update: Lab tests confirmed no health risk associated with the product to consumer. Upon further investigations, we found traces of CO2 in recent shipments of Pomegranate Blueberry, compromising the packaging and formula specifications. We are conducting additional analysis to find the root cause of this manufacturing issue.]
We have learned of a manufacturing issue that affects Bevi's newest flavor, Pomegranate Blueberry + Electrolytes. As a precaution to all of our customers, we have disabled this flavor from being dispensed from all machines that are online. We are asking our partners to replace it with another flavor and have stopped all shipments of this flavor until we complete testing. We are actively investigating this issue and will communicate more details as soon as they become readily available.
We truly apologize for any inconvenience or disruption this may cause to your business . Bevi is committed to quality and safety above all else and thus are preemptively withdrawing this product pending test results. If you have any questions, please reach out to our Customer Service team at firstname.lastname@example.org.
1. My Pomegranate Blueberry Flavor is greyed out - what is going on?
As a precaution to all of our customers, we have disabled this flavor from being dispensed from all machines that are online. For Bevi direct customers, we are actively replacing this flavor with another flavor.
2. Are there health concerns?
Due to manufacturing issues, we have decided to preemptively withdraw Pomegranate Blueberry + Electrolytes from the field. In the mean time, we have submitted samples for evaluation at an accredited lab, and results have confirmed that there was no health risk associated with the product.
3. What is the manufacturing issue?
During a recent shipment of Pomegranate Blueberry, we noticed that some of the packaging was compromised. Upon further investigation, we found traces of CO2 in the packaged flavor. Lab tests of the product confirm there's no health risk to the consumption of this flavor. We are conducting additional analysis to find the root cause of this manufacturing issue.
4. Is the flavor going away forever?
The ETA is currently unavailable, but we will update as soon as possible. We do advise customers to choose a different flavor now, versus waiting for Pomegranate Blueberry + Electrolytes to become available again.
5. Does the issue have anything to do with the electrolytes?
We are actively investigating this issue and will communicate more details as soon as they become readily available.
6. What are we doing to make sure this issue doesn't happen again?
We are working to determine the root cause of this issue and will put measures in place to prevent another occurrence of this nature. Bevi will credit for this flavor and supply an alternative at no cost.
Additional FAQs for Partners
7. Will I get a reimbursement for my Pomegranate Blueberry BIBs?
There are two options. Partners can place a new flavor order with credit, or partners can get direct reimbursements without placing a new flavor order. Please contact email@example.com, and the team can work partners through the process. Partners will need to provide the Bevi Order Number(s) of their Pomegranate Blueberry and the unit quantity.
8. How can partners identify machines with Pomegranate Blueberry + Electrolytes installed?
For machines that are registered and connected, you can identify your respective machines containing Pomegranate Blueberry + Electrolytes #100 on the dashboard (http://well.bevi.co). It is only necessary to promptly visit machines that aren't connected.
9. What should partners do with the Pomegranate Blueberry + Electrolytes BIBs in inventory?
In the mean time, we have asked partners to quarantine the Pomegranate Blueberry + Electrolytes BIBs, and not to be used in the field. We are in the process of reaching out to each partner and complete Consumable Withdrawal Certificates. Partners can dispose all inventory of this flavor themselves (both what comes from the field and is in their warehouses), or return it to Bevi (to be destroyed by Bevi) via a postage-paid RMA.