Royal Canin Canada proactively recalls Feline Dissolution Formula (canned)

[Therese]

Royal Canin Canada proactively recalls Feline Dissolution Formula (canned)

    GUELPH, ON, April 10 /CNW Telbec/ - As a result of new information
received from Menu Foods late yesterday, Royal Canin Canada is recalling
Medi-Cal Feline Dissolution Formula canned diet because one production lot
(January 08 2009) contains contaminated wheat gluten. This product is produced
for Royal Canin Canada by the Menu Foods Ontario plant. Medi-Cal Feline
Dissolution Formula canned diet is Royal Canin's only wheat gluten-containing
canned product. This is the only Royal Canin or Medi-Cal product being
recalled.

    Royal Canin Canada has informed all Canadian veterinary clinics that
Medi-Cal Feline Dissolution Formula canned diet, prescribed exclusively
through veterinary clinics, should not be fed to cats. Although only one
production lot was affected, to eliminate any risks to cats, Royal Canin
Canada is proactively advising veterinary clinics to remove all of the Feline
Dissolution Formula canned date codes.

    This product is not available through retail outlets.

    "After being repeatedly reassured by Menu Foods, as reinforced by FDA
public statements, that none of the contaminated wheat gluten had made its way
to Canada, we were completely shocked to learn yesterday that this was not the
case, and that this wheat gluten had been used in the Feline Dissolution
Formula canned product" said Xavier Unkovic, CEO Royal Canin Canada.  "Once
Melamine was identified as a contaminant by the FDA on March 30, we
immediately implemented a screening program for raw materials and finished
goods including Feline Dissolution. Feline Dissolution canned product in our
warehouse tested negative for Melamine. Unfortunately, the one code lot of
Feline Dissolution Formula canned that was affected had already been shipped."

    "As animal health professionals and pet owners ourselves, we know this
recall will cause concern for our customers as it has for our entire
Medi-Cal/Royal Canin team," said Dr. Brent Matthew, Veterinary Division
Director. "We deeply regret that this has occurred."

    To date, Medi-Cal/Royal Canin Veterinary Diet has not received any
reports of illness in cats eating this product. Royal Canin Canada has advised
veterinary clinics that it will provide financial reimbursement for veterinary
costs to ensure the health and wellbeing of cats eating Feline Dissolution
formula canned diets. Medi-Cal / Royal Canin's veterinary experts and
representatives are available to support the veterinary clinics and pet
owners.

    Pet owners who are feeding the recalled product to their cats and have
questions related to the recall should contact Royal Canin at 1-866-494-6844.


See the Royal Canin site for more info: http://www.royalcanin.ca/index_en.php

[MissLori]

All the more reason to not feed ANY foods manufactured by Menu Foods or containing wheat gluten.  I find this announcement particularly unsettling considering the FDA just stated a few days ago that they had recalled EVERYTHING that needed to be recalled.  Obviously, they don't know what they're doing either.

[Therese]

I couldn't agree more. They keep saying "we've got it all...everything is safe" and then they pull the rug out from under us yet again with another recall.

[Desiree]

Although the recall for Royal Canin was in Canada, I was curious about one of their dry prescription products with wheat gluten. I contacted the company and of course they assured me the products in the U.S. have been tested and there is no reason for any concern. However the representative was extremely defensive and uncaring.

I told her as a consumer that I was not comfortable with any products that contain wheat gluten, so I had discontinued use of the product. She advised me in her unfriendly tone of voice, that it was my choice if I wanted to continue using it or not. She had no empathy within her and she seemed incapable of validating my concerns.

I went on to say that like myself, I felt other consumers would be looking for products that do not contain wheat gluten. She said that she would pass that on, but I had the feeling that she had no interest in what I had to say.

When I told Hills the reason why I was no longer going to use any of their products, they showed sensitivy and understanding. I certainly hope that is the typical kind of response most people are getting when they contact one of these companies and not the kind that I had with Royal Canin.

[Therese]

Denise,

I've gotten emails from other people saying pretty much what you said...that some of the companies don't seem too friendly about it. I'm sure they're as weary of this as the rest of us and are getting tired of answering the same questions over and over again. It seems like some of them don't realize the way they handle the questions may very well be the deciding factor for a lot of people as to whether or not to continue to buy their products or not. Even if their products aren't involved, the sensitivity and understanding you mentioned in answering the questions will go a long way.

For those companies who are kind with the people who call and email, I'd like to say thank you!

[Desiree]

I'm sure your're right Therese, but there is no question that no matter what changes Royal Canin made in the future, that phone call would have an impact on my purchasing their products. That is probably what they don't recognize in this whole situation.

However, like you I agree with saying "thank you" to those companies that are kind. They are the companies that I would take a second look at if they are making an honest effort to make changes that benefit the needs of my furry family members.

[Davis]

I'm sure they're as weary of this as the rest of us and are getting tired of answering the same questions over and over again.

That's their job.  It's inexcusable for them to have an impatient, condescending, or defensive attitude when answering questions from concerned pet owners.  If they can't do that with empathy, understanding, and compassion, then they have no business working in the pet industry.  I never understand why people on the other end of the phone line at any company stop being human and cannot seem to relate to the person they are talking to, as it they never have to deal with companies and problems themselves, as a consumer or whatever.  What planet did they all come from?

It seems like some of them don't realize the way they handle the questions may very well be the deciding factor for a lot of people as to whether or not to continue to buy their products or not. Even if their products aren't involved, the sensitivity and understanding you mentioned in answering the questions will go a long way.

That's for sure.  Even if I loved a certain pet food, I would discontinue use if I was not treated with respect from the company.  Like any other consumer problem, there is nothing worse than being treated with this kind of indignation when you have a legitimate, serious concern regarding a product, yet it is quite common.  Even worse, in this instance, we are talking about the health and potential death of something that we love dearly, and not just a malfunctioning piece of electronic equipment or something, so there is that much more reason for them to have the right attitude.  How sad that they cannot understand.  This is a crisis for many of us.  A crisis should bring out the best in the human spirit, not the worst. 

For those companies who are kind with the people who call and email, I'd like to say thank you!

Yes, thank you very much!  And maybe to show our appreciation, we should have a thread dedicated to thanking the companies who have responded with compassion and concern.     And maybe one for those who have not.

Edit: Regarding starting a "Kudos" forum, as stated below, thanks Therese!  I'll be posting there in the future.

[SunHawk]

Just as an FYI - canned Royal Canin in the US may not contain wheat gluten, but it IS preserved with the suspected carcinogens BHA/BHT.  So much for Royal Canin being "premium" food. 

In late Feb '07, one of my kitties was Dx'ed  with several bladder stones.  The Vet initially put him on Royal Canin SO canned & dry.  He vomited and had diahrrea each time he ate any of the canned SO, and soon started vomiting even with the dry.  Needless to say, I stopped feeding all Royal Canin.  I checked the labels, no wheat gluten, BUT the canned version is preserved with BHA/BHT.   I will not be surprised to later hear that the Royal Canin in the US is also affected by the contamination.  Even if it's not, I will never again feed any version of Royal Canin any of my kitties, or my dogs, or the dogs that come into my rescue.

[Therese]

Yes, thank you very much!  And maybe to show our appreciation, we should have a thread dedicated to thanking the companies who have responded with compassion and concern.      

Great idea Davis! I just set up a Kudos forum where we can thank the companies and people we think are doing something positive right now. You'll find it under the Recall Related Information, or more specifically, right here: http://thepetfoodlist.com/forums/index.php?topic=39.0

[Desiree]

You may not have read my blog before we came here SunHawk, but the Mature Formula that is labeled as IVD, a U.S. prescription diet, does have wheat gluten. I wasn't aware until all of this came about that Royal Canin makes the product. My cat was on it, which was why I contacted them.

Originally I thought that my cat vomiting was hair ball related, but now I believe it was related to the food. Maybe not because of the wheat gluten, but after reading what goes in the product, I think the food itself is not a very good product despite my vet suggesting that I use it. When I look back at past history of all the years that I used prescription diets, yet I had cats with so many health problems, I'm convinced now that the food was probably a lot of the problem. So far since changing my cat's diet, she hasn't vomited, but I guess only time will tell.

Davis, I just wanted to say that you made several good points in what you said and it pretty much sums up a lot of what my thoughts were on what I felt after talking with Royal Canin. BTW, great idea for setting up a thread to the companies too and thanks for putting it together Therese.