Bauschwhacked! The Anatomy of a Recall
What is disturbing the to customer is the line "will try to clear up what I can." The implication is that he does not have a clue what is really happening and that he is scared to death.
Zarella then lapses into corporate-speak, using "we" and "our."
When reports of a rare eye infection, seemingly associated with our product, began to surface, we began a series of exhaustive tests on our products, and a thorough inspection of our U.S. plant. Nothing has yet been found to show that ReNu with MoistureLoc contributed to these infections in any way.
However, because the health and safety of your eyes will always be our first priority, we've stopped shipments of ReNu with MoistureLoc from the U.S. plant, and are asking retailers to take the products off the shelves until the investigation is concluded. We also recommend that you discontinue using ReNu with MoistureLoc for the time being and switch to another product such as ReNu® MultiPlus,® which has been relied on by contact lens wearers for years, the original ReNu® Multi-Purpose solution, or to another respected brand.
By now, ReNu with MoistureLoc was on life support.
Around this time, Bausch & Lomb spokesperson Meg Graham told the media about the Feb. 18, 2006, Singapore warning of an "unusual spike" in eye infections. She stated that this was "the first indication we had that there may be an unusual occurrence with this infection."
That was a flat out lie.
April 27, 2006: The Wall Street Journal ran a story with the following headline:
Bausch Was Told of Infections By Hong Kong Officials in Fall
November Notice is Earliest Acknowledged, Came Months Before Halt in Solution Sales.
Shading the truth is nothing new in the Bausch & Lomb corporate culture. On Nov. 5, 2002, New York University's Stern School of Business put out a news release written by Nicole Lynch that stated: