Avene Cicalfate - Atenci贸n si viajan 馃泤 / Warning

 Hoy voy a contar una situaci贸n que me pas贸 con esta crema, para que no le pase lo mismo a otras personas. Aclaro que fue mi responsabilidad pero fue un suceso que puede pasarle a cualquiera por eso aviso.


Primero quiero aclarar que me encanta la marca Avene, he usado a lo largo de los a帽os sus productos, por eso me decid铆 a enviar un email aunque ya me habia desecho de la crema, porque imagin茅 que responder铆an y as铆 lo hicieron.

Ya hab铆a rese帽ado ac谩 Cicalfate com煤n ac谩

QU脡 DICE LA MARCA

Crema reparadora y calmante que protege y repara las pieles irritadas o fragilizadas de toda la familia. Repara la piel en 48 horas* despu茅s de su aplicaci贸n, alivia las molestias al instante y ofrece una acci贸n antibacteriana.

Hasta 45 indicaciones de uso .

[C+-Restore]™ el 1er activo reparador postbi贸tico

Repara, calma y purifica las pieles irritadas.

MI RECLAMO

Viaj茅 de Europa a Am茅rica del Sur y llev茅 esta crema, cerrada sin usar a煤n, o sea con el sello plateado que la sella completamente. Cuando la abr铆 al d铆a siguiente de llegar de mi viaje se escuchaba l铆quido adentro, cuando es una crema con textura pastosa, como de balsamo, ung眉ento. La desech茅 y cuando volv铆 de viaje envi茅 un email a la compa帽ia, m谩s que nada porque quer铆a saber qu茅 pod铆a haber pasado.

La verdad la empresa respondi贸 r谩pido y muy correctamente.



les dejo parte de la conversaci贸n.

Su explicacion fue:

"Dear Mariangeles

Thank you for contacting Avene concerning your issue with the texture and separation of your Cream. As stated, your comments have been passed to the Quality Team at the UK office and have been registered in our system, the reference for your case is 362242. All customer feedback is documented in the system to monitor for trends around the world and to look for improvement opportunities and is available for the Avene Head Office to review in France.

We have assumed that it was a Cicalfate Restorative Cream, as the issue of separation of Cicalfate creams is known to us as certain ingredients are sensitive to low temperatures. The emulsion of the copper and zinc oxides and the Avene Thermal Spring Water is adversely impacted by cold temperatures. This is highlighted with a warning on the cartons concerning avoiding low temperatures (see below).

 

I am aware that the warning will be made larger at some point, but I don’t have the date as yet.

The separation does impact the desired and expected composition of the cream and therefore the efficacy of the cream may be impacted, you did the correct thing to stop using it and discarding it.

I do hope that this experience has not deterred you from using Cicalfate. If there are any further questions, then please do get back to me directly.

Kind regards

En espa帽ol, 

Querida Mariangeles

Gracias por contactar a Avene en relaci贸n con su problema con la textura y la separaci贸n de su crema. Como ya se indic贸, sus comentarios se han transmitido al Equipo de Calidad de la oficina del Reino Unido y se han registrado en nuestro sistema. La referencia de su caso es 362242. Todos los comentarios de los clientes se documentan en el sistema para monitorear las tendencias a nivel mundial y buscar oportunidades de mejora. Adem谩s, est谩n disponibles para que la oficina central de Avene en Francia los revise.

Hemos asumido que se trataba de una Crema Restauradora Cicalfate, ya que conocemos el problema de la separaci贸n de las cremas Cicalfate, ya que ciertos ingredientes son sensibles a las bajas temperaturas. La emulsi贸n de 贸xidos de cobre y zinc y el Agua Termal de Av猫ne se ve afectada negativamente por las bajas temperaturas. Esto se indica mediante una advertencia en las cajas sobre evitar las bajas temperaturas (ver m谩s abajo).

Soy consciente de que la advertencia se har谩 m谩s grande en alg煤n momento, pero a煤n no tengo la fecha.

La separaci贸n afecta la composici贸n deseada y esperada de la crema y, por lo tanto, la eficacia de la crema puede verse afectada; usted hizo lo correcto al dejar de usarla y desecharla.

Espero que esta experiencia no le haya disuadido de usar Cicalfate. Si tiene alguna otra pregunta, no dude en contactarme directamente.

Atentamente

Adri谩n Kirk

----

Adem谩s me dijeron que si la conservaba y la llevaba al lugar donde la compr茅, se hac铆an cargo de devoluci贸n del producto y reintegro del dinero. (Eso debe depender del lugar donde se haya comprado)-

En resumen: si viajan por avi贸n y llevan esta crema no la despachen en bodega, llevenla en su equipaje de mano.

Volver铆a a comprarla? S铆, y tendr铆a cuidado esta vez jaja. Me gusta la marca y me pareci贸 correcto su accionar para conmigo como consumidora, incluso cuando fue mi falta.

Entonces,

¿se pueden llevar cremas en el avi贸n? S铆, por supuesto, pero tener en cuenta ver las indicaciones en la caja de sus productos porque puede pasar que no sean aptas para llevar en bodega sobretodo en vuelos largos, transatl谩nticos.

Y si tienen alg煤n problema con alguna marca, nunca descarten la opci贸n de escribirles por su web oficial o email de atenci贸n al consumidor.

Te pas贸 alguna vez algo as铆 con una marca? Reclamaste?

Hasta la pr贸xima!

---

ENGLISH

My Experience with Av猫ne Cicalfate+: A Cautionary Tale

Today, I want to share a situation I experienced with this cream so that others don't go through the same thing. I want to make it clear that it was my responsibility, but it's an incident that could happen to anyone, which is why I'm sharing it.

First, I want to clarify that I love the Av猫ne brand. I've used their products for years, which is why I decided to send an email even though I had already gotten rid of the cream. I imagined they would respond, and they did.

I've already reviewed the regular Cicalfate.

WHAT THE BRAND SAYS

A repairing and soothing cream that protects and repairs irritated or fragile skin for the whole family. It repairs the skin within 48 hours* after application, instantly relieves discomfort, and offers an antibacterial action.

Up to 45 indications for use.

[C+-Restore]™ the 1st postbiotic repairing active ingredient.

Repairs, soothes, and purifies irritated skin.

MY COMPLAINT

I traveled from Europe to South America and brought this cream with me. It was still sealed and unused, meaning it had the silver seal completely intact. When I opened it the day after arriving from my trip, I could hear liquid inside, even though it's a cream with a pasty, balm-like, ointment texture. I discarded it, and when I returned from my trip, I sent an email to the company, mainly because I wanted to know what could have happened.

The company responded quickly and very professionally.

I'm sharing part of the conversation below.

"Dear Mariangeles

Thank you for contacting Avene concerning your issue with the texture and separation of your Cream. As stated, your comments have been passed to the Quality Team at the UK office and have been registered in our system, the reference for your case is 362242. All customer feedback is documented in the system to monitor for trends around the world and to look for improvement opportunities and is available for the Avene Head Office to review in France.

We have assumed that it was a Cicalfate Restorative Cream, as the issue of separation of Cicalfate creams is known to us as certain ingredients are sensitive to low temperatures. The emulsion of the copper and zinc oxides and the Avene Thermal Spring Water is adversely impacted by cold temperatures. This is highlighted with a warning on the cartons concerning avoiding low temperatures (see below).

 

I am aware that the warning will be made larger at some point, but I don’t have the date as yet.

The separation does impact the desired and expected composition of the cream and therefore the efficacy of the cream may be impacted, you did the correct thing to stop using it and discarding it.

I do hope that this experience has not deterred you from using Cicalfate. If there are any further questions, then please do get back to me directly.

Kind regards
They also told me that if I had kept the cream and taken it back to where I bought it, they would have handled the product return and refund. (This likely depends on where it was purchased.)

In short: if you're traveling by plane and bringing this cream, don't check it in your luggage. Keep it in your carry-on instead.

Would I buy it again? Yes, and I'd be more careful this time, haha. I like the brand, and I found their actions as a company to be fair, even though it was my mistake.

So, can you bring creams on a plane? Yes, of course, but remember to check the instructions on your product's packaging. It's possible some aren't suitable for checked luggage, especially on long, transatlantic flights.

And if you ever have a problem with a brand, don't rule out the option of contacting them via their official website or customer service email.

Have you ever had something like this happen with a brand? Did you complain?

Until next time!

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