Ok, so one of our products is a standalone control keypad (roughly the size and shape of a landline telephone) which remotely controls a piece of hospital equipment. It is pristine white with chunky buttons in primary colours (it could pass for a kids toy). The assemblers putting these together self-inspect and take immense pride in their work. They are made in small batches (e.g. 10). They are given a look over by another inspector when complete and are signed off. They then get put into vacuum-sealed bags, then into boxes with custom moulded foam inserts and are then taped shut ready for shipping. We've been making them for years, and yes, we're not perfect: we've had the odd complaint about fingerprints, marks, or other cosmetic appearances... but never this: Today I get a customer complaint with a photo showing a keypad with a chunk missing out of its side where it's obviously been dropped onto concrete or something. There is no way this could have happened at our site! Even if the assembler had sabotaged it, and the inspector had their eyes closed - the packing guys (who are actually quite a switched on team) would have stopped and reported it immediately. According to the customer it was an out-of-box issue that their on-site installer found on the other side of the world (naturally ) and I have to do a CAPA report. I don't buy it. What would you do in this situation?