Novartis Animal Health US, Inc.

Initial Business Response /* (1000, 10, 2016/05/10) */
RE: Revdex.com Case # ***:
The consumer complaint identified above was received by *** Technical Support on May, On review of our files, a call from the Revdex.com was documented from April regarding contact that was forwarded to the
legal team, but no information from the consumer or the phone number listed was identified in the *** call management systemAs a result, a product complaint for *** tablets was created and is identified as *** case ***A call from the consumer would not have been entered as a potential report if the issue was positioned as a question, rather than a product complaint, but no record of contact from the listed phone number was identified, so a different call in number was likely used in this instance
The *** package front panel lists the product as "for treatment of flea infestations on dogs"On the backside of the outside package, the following statement is printed: "A single dose of *** tablets should kill the adult fleas on your petIf your pet gets re-infested with fleas, you can safely give another dose as often as once per dayPlease refer to the package insert for complete information." Thus, as noted, access to the product insert does require opening the package to see more detail on how to use the productHowever, the product is designed to effectively kill fleas present on the dog at the time of treatment, with no suggestion that extended residual activity should be expected with a single use
This product is sold through approved channels, but many internet sites acquire product through sources that are outside the control of *** via re-sale activities that are not visible or verifiableThese non-approved sources often do not provide the information needed, either directly or in on-line format, for consumers to make informed decisions about whether the product is appropriate for their intended useWhen such calls are received, *** will always provide technical assistance and product education to whatever extent is neededHowever, it is standard company policy to refer a consumer back to the purchase source for returns in situations like this, as *** has no knowledge of how such product was sourced, stored or positioned for use with the customerThis policy is to hold the seller accountable for their sales policies and practices and to encourage more education up front in the sales process*** Animal Health take the position that, while this is not a prescription product, a pet owner's local authorized retail outlet, in conjunction with their veterinarian, if different, is the best resource for information and recommendations on flea control products and how best to use them
The report does not identify the product source in this case, but, based on the complaint it is assumed that a previous inquiry to *** likely identified a non-approved source for the *** which led to referral back to the seller for questions about a product returnNo mention of subsequent contact with the seller was listed in the report, so it is not known if a return was requested through that source
Issues around authorized sales policies are often not readily visible to average consumersThus, while we believe strongly that the sellers of such product (over which *** has no influence) should be held responsible for failure to provide adequate visibility on the attributes of the products they sell, as well as failure to provide customer service as a result, we are sensitive to the consumer's concerns and the fact they are caught in the middle in such transactionsFor this reason in this case, upon receipt of an invoice from the pet owner that indicates the purchase price, *** will reimburse the purchase price of the product, but not the shipping charges from the sellerThe invoice should be identified as associated with case number ***, along with the name and address to which the check reimbursement should be made out and sent via U.SMail to:
Elanco Animal Health
Technical and Academic Services
***
Greenfield, IN
We trust that this response provides adequate perspective to the Revdex.com on Elanco's stance in this matter and offers an acceptable compromise based on the pet owner's concerns
Best Regards,
The *** Product Support Team