WEBVTT - Consumer Talk: Sensodyne toothpaste changes 0:00:03.810 --> 0:00:06.190 Hello, Wendy Nola, who is with us in studio and 0:00:06.230 --> 0:00:08.070 standing by for today's Consumer Talk. 0:00:08.100 --> 0:00:09.070 Always good to have you with us. 0:00:09.340 --> 0:00:11.340 Thank you, Pippa. I love being here. Good. 0:00:11.500 --> 0:00:14.180 We have a follow-up from last week's fingerprint story, and 0:00:14.200 --> 0:00:16.020 then we're going to tackle a listener question about the 0:00:16.060 --> 0:00:20.320 changes in Sensodyne toothpaste. Already had some listeners responding to 0:00:20.360 --> 0:00:22.560 that one. And you can do so if you've been 0:00:22.660 --> 0:00:25.000 using the product for years and you've noticed the change 0:00:25.040 --> 0:00:26.459 and you want to tell us whether you like it, 0:00:26.900 --> 0:00:29.950 can't stand it, merely tolerate it or what you think, 0:00:30.300 --> 0:00:36.479 send a WhatsApp to 0725671567. Already an open line question 0:00:36.520 --> 0:00:38.500 in already around cat food. I hope we'll have time 0:00:38.520 --> 0:00:41.100 to get to that one a little bit later on too. 0:00:41.640 --> 0:00:43.780 For now, though, let's start with the fingerprint follow-up. And 0:00:43.900 --> 0:00:46.020 just for those who weren't listening last week or who 0:00:46.040 --> 0:00:49.200 need a reminder, we shared with you a question raised 0:00:49.240 --> 0:00:51.780 by our listener, Thomas, who was having a real battle 0:00:52.330 --> 0:00:55.510 over fingerprint verification. He had been a client of Standard 0:00:55.530 --> 0:00:58.340 Bank for 30 years and more, but was suddenly having 0:00:58.400 --> 0:01:02.280 difficulty accessing bank services both in branch and on the 0:01:02.380 --> 0:01:05.130 app because he was being told his thumbprints couldn't be 0:01:05.190 --> 0:01:08.890 verified against Home Affairs records. And the bank gave him 0:01:08.930 --> 0:01:12.690 a form asking for verification of biometric info and told 0:01:12.750 --> 0:01:15.709 him to take it to Home Affairs. And Thomas refused. 0:01:15.750 --> 0:01:18.240 He said, you need to sort it out. I'm your customer. 0:01:18.660 --> 0:01:20.660 This is a bank problem. You must fix it. 0:01:21.200 --> 0:01:24.580 And actually, in the end, Home Affairs confirmed it wasn't 0:01:24.640 --> 0:01:26.959 necessary for Thomas to go into them with that form. 0:01:27.000 --> 0:01:29.240 They said nothing wrong on this end. The prints on 0:01:29.300 --> 0:01:32.110 record for him are just fine. This is an internal 0:01:32.170 --> 0:01:35.750 banking issue. First thing, Wendy, we heard last week that 0:01:35.770 --> 0:01:37.600 there was hope Thomas was getting sorted out. 0:01:37.620 --> 0:01:38.240 Did that happen? 0:01:38.500 --> 0:01:40.900 Yes, indeed. I'm happy to report he went to the 0:01:41.400 --> 0:01:46.270 Kenilworth branch of Standard Bank to re-enroll, redo his fingerprints. 0:01:46.280 --> 0:01:49.170 It took him less than 15 minutes. He said, compare 0:01:49.210 --> 0:01:51.390 the time and bother to go to the Department of 0:01:51.450 --> 0:01:51.910 Home Affairs. 0:01:51.930 --> 0:01:52.010 Yeah. 0:01:52.910 --> 0:01:55.230 He said it was our show and not his two 0:01:55.270 --> 0:02:00.230 months worth of increasingly exasperated efforts that got the bank's attention. 0:02:00.390 --> 0:02:03.040 In fact, a complaints manager phoned him while we were 0:02:03.160 --> 0:02:06.340 on air with this subject last week. So his verdict 0:02:06.400 --> 0:02:07.840 is the fingerprint issue should. 0:02:07.700 --> 0:02:08.520 Never have happened. 0:02:08.560 --> 0:02:11.799 They realize it now. It was a management customer service 0:02:11.860 --> 0:02:15.280 and IT failure. He says the Kenilworth branch and an 0:02:15.419 --> 0:02:18.679 area manager indicated to him that they'd be updating fingerprints 0:02:18.700 --> 0:02:21.500 for customers who have problems such as this. But he says, 0:02:21.560 --> 0:02:24.239 I'm staying with Standard Bank. They eventually did rectify the 0:02:24.280 --> 0:02:27.260 problems and they appeared to be very apologetic. 0:02:27.380 --> 0:02:29.600 Okay, so all's well that ends well for Thomas. That's 0:02:29.620 --> 0:02:32.150 good news indeed. But Wendy, of course, during our chat 0:02:32.210 --> 0:02:34.990 last week, our phone lines lit up with similar complaints, 0:02:35.050 --> 0:02:38.530 not just other Standard Bank customers, but also from Nedbank 0:02:38.610 --> 0:02:42.250 and Capitec and FNB, all having the same problem, being 0:02:42.310 --> 0:02:45.510 told your prints can't be verified. So you've gone back 0:02:45.550 --> 0:02:49.550 and had further engagement with Home Affairs after that trend emerged. 0:02:49.610 --> 0:02:50.669 What did you have to say? 0:02:51.190 --> 0:02:54.530 Yes, I sent an email to Carly van Wyk, who's 0:02:54.590 --> 0:02:59.510 the spokesperson for Home Affairs Minister Leon Schreiber. And She 0:02:59.610 --> 0:03:02.130 called me earlier in the week, Monday, I think it was, 0:03:02.440 --> 0:03:08.220 and said yes to the question of could this fingerprint issue, 0:03:08.240 --> 0:03:10.040 in other words, we spoke about it, you don't have 0:03:10.080 --> 0:03:14.170 great fingerprints at your tender age. And a lot of 0:03:14.230 --> 0:03:19.130 people through age and through manual labor, their fingerprints either 0:03:19.169 --> 0:03:22.720 can't register anymore on the biometric scanners or They're very, 0:03:22.760 --> 0:03:28.510 very different. And she said, yes, that is possible, meaning 0:03:28.750 --> 0:03:32.930 that they then don't match what's at Home Affairs. And 0:03:32.950 --> 0:03:37.040 I asked, what's the remedy? So she says, zip it. 0:03:38.490 --> 0:03:40.670 Sorry, before we get to this, again, the puzzling thing 0:03:40.710 --> 0:03:43.280 here is that is not what the issue was with Thomas. 0:03:43.560 --> 0:03:46.339 So it wasn't, and this is not always the case. 0:03:46.380 --> 0:03:48.660 She said to me actually at the beginning of our conversation, 0:03:48.940 --> 0:03:51.640 opening words, I think we're conflating a few issues here. 0:03:51.840 --> 0:03:52.160 Okay. 0:03:52.180 --> 0:03:56.470 Okay, so hopefully we will leave people, listeners, with more 0:03:56.530 --> 0:03:59.150 answers than questions by the end of this segment. 0:03:59.170 --> 0:04:04.960 Okay. Okay, so people can lose their fingerprints as they age, 0:04:05.000 --> 0:04:07.260 but that is not what is causing all of the 0:04:07.300 --> 0:04:09.880 problems that people are having. There does seem to be 0:04:09.980 --> 0:04:12.920 some kind of internal issue with the reading of prints. 0:04:12.940 --> 0:04:16.670 Yes, and even if that's the case, there are two 0:04:17.170 --> 0:04:21.110 easy fixes. Number one, the banks don't have to insist 0:04:21.190 --> 0:04:24.710 on biometric verification anymore. somebody with a smart card or 0:04:24.790 --> 0:04:28.349 even a green book ID, that should be verification enough. 0:04:28.430 --> 0:04:30.890 It's not like Home Affairs is saying to the banks, 0:04:31.110 --> 0:04:31.370 you know. 0:04:31.650 --> 0:04:32.450 You can't accept this. 0:04:32.470 --> 0:04:35.730 No, it's a decision they're taking. And so that should 0:04:35.750 --> 0:04:39.690 have been a quick fix for Thomas. And also, I 0:04:39.710 --> 0:04:42.640 think those forms haven't kept up with what's actually happening. 0:04:42.660 --> 0:04:45.680 I think at branch level, they're not with it because 0:04:45.740 --> 0:04:55.040 now we have myhomeaffairsonline.dha.gov. which is a portal that you 0:04:55.080 --> 0:04:58.140 can go on to. You look for your bank, and 0:04:58.200 --> 0:05:00.359 ideally it should be your bank. Do you remember when 0:05:00.420 --> 0:05:02.039 one of our listeners says it can be any bank? 0:05:02.100 --> 0:05:04.430 And Carly from Vag said, yes, some banks will do 0:05:04.470 --> 0:05:07.470 it as a service for other banks' clients, but ideally 0:05:07.490 --> 0:05:10.870 Home Affairs would like you to go to your bank. 0:05:11.050 --> 0:05:13.030 So you choose. In Thomas' case, it would have been 0:05:13.070 --> 0:05:16.719 Standard Bank. And then all the participating banks that have 0:05:17.339 --> 0:05:21.479 partnered with Home Affairs as an application center, basically. 0:05:21.600 --> 0:05:21.700 Yeah. 0:05:22.220 --> 0:05:24.339 You choose one of those. You don't make an appointment, 0:05:24.360 --> 0:05:27.340 which is the most delicious part. You go in. And 0:05:27.520 --> 0:05:29.820 in this case of, well, Thomas, it was 15 minutes. 0:05:30.420 --> 0:05:34.470 They basically act as agents for Home Affairs. So they 0:05:34.550 --> 0:05:39.110 capture your fingerprints. They can do your face, the form 0:05:39.150 --> 0:05:42.330 and everything. And that's if you're applying for an ID. 0:05:42.430 --> 0:05:44.920 But in this case, if you're having problems with your fingerprints, 0:05:45.300 --> 0:05:49.520 that biometric information is then shared with Home Affairs. It 0:05:49.560 --> 0:05:50.880 goes to Home Affairs directly. 0:05:51.320 --> 0:05:51.980 Right, okay. 0:05:52.000 --> 0:05:54.210 So giving you a form and telling you to go 0:05:54.250 --> 0:05:58.530 and stay in Home Affairs is not required anymore at all. Okay. 0:05:58.589 --> 0:06:01.430 So number one, they don't really need the biometrics. It's 0:06:01.490 --> 0:06:03.750 their own thing. If someone's having a problem, they can 0:06:03.850 --> 0:06:06.930 choose to say, as they have done for decades, okay, 0:06:06.970 --> 0:06:07.860 your ID is enough. 0:06:07.890 --> 0:06:09.380 Yeah, how do we verify you another way? 0:06:09.420 --> 0:06:12.659 But it is a good idea for Home Affairs. They 0:06:12.700 --> 0:06:17.060 call it their biometric store, which I love. It's my 0:06:17.080 --> 0:06:20.620 term of the week. it's a good idea for your 0:06:20.800 --> 0:06:23.420 fingerprints to be up to date. So all you have 0:06:23.460 --> 0:06:28.880 to do, as I say, go to myhomeaffairsonline.dha.gov. Did I 0:06:28.920 --> 0:06:29.660 leave something else? Here we go. 0:06:29.660 --> 0:06:33.659 It's myhomeaffairsonline.dha.gov.za. 0:06:33.839 --> 0:06:34.610 Oh, I left out the. 0:06:34.540 --> 0:06:34.880 Za. Sorry. 0:06:34.960 --> 0:06:41.710 Okay, so myhomeaffairsonline.dha.gov.za. There you'll find the list of all 0:06:41.750 --> 0:06:45.409 the participating banks which have been equipped with those biometric 0:06:45.450 --> 0:06:48.750 capturing systems and are aligned with Home Affairs. And you 0:06:48.790 --> 0:06:51.790 go into one of those, preferably... one that is aligned 0:06:51.810 --> 0:06:54.580 with your own bank and you can re-scan your fingerprints. 0:06:54.600 --> 0:06:57.180 So yeah, Mark writing in to say, I'm a rock climber. 0:06:57.260 --> 0:06:59.980 I frequently have an issue with fingerprint biometrics because of 0:07:00.020 --> 0:07:01.000 my worn fingertips. 0:07:01.460 --> 0:07:02.980 We need other options. 0:07:03.279 --> 0:07:05.850 Can you use eyes or face? Well, Mark, the point 0:07:05.900 --> 0:07:08.089 is that Home Affairs are saying there are other options. 0:07:08.130 --> 0:07:11.570 There's your ID book, your smart ID card, and that 0:07:11.630 --> 0:07:14.570 is good enough as verification that you are who you 0:07:14.630 --> 0:07:17.540 say you are. So if your bank is saying to you, sorry, 0:07:17.940 --> 0:07:20.160 we can't verify you for the app because your fingerprints 0:07:20.220 --> 0:07:23.060 aren't reading properly. You must push back because that's not 0:07:23.100 --> 0:07:23.860 the only way. 0:07:23.740 --> 0:07:25.260 To verify you are who you say you are. 0:07:25.320 --> 0:07:30.000 Exactly. And one point that Carly van Veek of DHA made, 0:07:30.040 --> 0:07:33.500 and I should repeat, is that actually because they've turned 0:07:33.570 --> 0:07:37.270 so many bank branches into centres where you can apply 0:07:37.310 --> 0:07:43.790 for your ID, the Department of Home Affairs branches are 0:07:44.250 --> 0:07:45.530 less busy than they used to be. 0:07:45.870 --> 0:07:46.730 Used to be, yeah. 0:07:46.790 --> 0:07:49.500 In the last few months that has eased up. That's fantastic. 0:07:49.520 --> 0:07:51.160 But it's still easier to go to a bank branch 0:07:51.180 --> 0:07:51.640 than to go to. 0:07:51.580 --> 0:07:52.360 … Of course. 0:07:52.380 --> 0:07:55.180 But I mean, this was the whole point, is take 0:07:55.260 --> 0:07:59.230 off the pressure of this mundane … Yes. easy checkbox 0:07:59.270 --> 0:08:01.690 affair that should be an in and out capture and go. 0:08:02.210 --> 0:08:04.560 Take that pressure off the home affairs branches which need 0:08:04.580 --> 0:08:08.700 to deal with the more complex issues and let them 0:08:08.740 --> 0:08:11.340 focus on that. So if you are having this issue 0:08:11.380 --> 0:08:13.080 with your bank and whether it is a case of 0:08:13.140 --> 0:08:16.170 some weird bank internal IT glitch like Thomas had or 0:08:16.230 --> 0:08:18.810 if it's a case of an actual worn fingerprint, either way, 0:08:19.230 --> 0:08:21.770 you don't have to go to home affairs. First, ask 0:08:21.810 --> 0:08:25.150 your bank to please use an alternative verification. That is 0:08:25.230 --> 0:08:29.950 the phrasing to use is is use alternative verification processes. 0:08:30.390 --> 0:08:33.150 And if they still tell you they can't verify you, well, 0:08:33.190 --> 0:08:36.410 then you want to go and get your fingerprints recaptured 0:08:36.730 --> 0:08:45.910 within the banking system. One more time, that website is myhomeaffairsonline.dha.gov.za. Yeah, 0:08:45.950 --> 0:08:50.310 Di says, how often are the print scanners cleaned? I 0:08:50.330 --> 0:08:54.010 suggested this to Standard Bank recently. Suddenly, my thumbprint was 0:08:54.120 --> 0:08:56.660 readable in that case. She told it wasn't readable, but 0:08:56.679 --> 0:08:59.300 the scanner itself was mucky. 0:08:59.420 --> 0:09:03.660 In my experience, I mean, I recently had to apply 0:09:03.679 --> 0:09:08.099 for a visa earlier this year. And the woman capturing 0:09:08.120 --> 0:09:12.790 the fingerprints was wiping after every person scrupulously. And that's 0:09:12.850 --> 0:09:17.400 obviously to prevent... some kind of minuscule amount of dirt 0:09:17.440 --> 0:09:18.439 from messing with the capture. 0:09:18.460 --> 0:09:20.959 It's very easy if you touched your face, you've got 0:09:20.980 --> 0:09:23.220 a bit of makeup on your print. I mean, I 0:09:23.240 --> 0:09:25.380 struggle with it getting into our scanners to get access 0:09:25.400 --> 0:09:27.370 to the work building sometime if I put cream on 0:09:27.380 --> 0:09:30.310 my hands, for example. So it's a fair point. Ask 0:09:30.330 --> 0:09:32.709 them if it's not reading, check that they've actually cleaned 0:09:32.750 --> 0:09:33.250 the screen. 0:09:33.270 --> 0:09:34.090 So good practical tip. 0:09:34.110 --> 0:09:36.690 That is scanning your fingerprint before you assume it's the 0:09:36.730 --> 0:09:37.530 fingerprint itself. 0:09:37.590 --> 0:09:38.510 Appreciate that one. 0:09:39.300 --> 0:09:39.620 Okay. 0:09:39.720 --> 0:09:42.060 I think we can leave the fingerprints there and move 0:09:42.120 --> 0:09:43.600 on to toothpaste gate. 0:09:44.179 --> 0:09:46.280 I just want to say I'm actually grateful to Thomas 0:09:46.300 --> 0:09:51.140 for raising that because I spoke about it on 702 0:09:51.140 --> 0:09:53.809 last Thursday. Yes. I've just as a throwaway to say 0:09:53.850 --> 0:09:55.410 this is, if this has happened to you, this is, 0:09:55.809 --> 0:09:58.970 you know, my home affairs online. And I had another 0:09:59.010 --> 0:10:01.360 topic lined up and the listeners just took the rest 0:10:01.400 --> 0:10:02.720 of the show. Me too. 0:10:03.000 --> 0:10:03.940 With the same problem. 0:10:03.980 --> 0:10:06.900 Same thing. So it's, it's raised a lot of things. 0:10:06.940 --> 0:10:09.900 I think the banks, these forms don't need to exist anymore. 0:10:09.920 --> 0:10:11.420 They shouldn't be handing out these forms. 0:10:11.480 --> 0:10:11.660 Yeah. 0:10:12.500 --> 0:10:15.160 I wonder if it's sort of a home affairs problem 0:10:15.200 --> 0:10:18.140 and get them off our hands, sort of knee jerk reaction. 0:10:18.160 --> 0:10:20.340 But please push back if they try it on you. 0:10:20.420 --> 0:10:21.470 OK, great. 0:10:21.500 --> 0:10:21.850 Thank you. 0:10:22.230 --> 0:10:22.530 All right. 0:10:22.550 --> 0:10:25.990 So let's park the fingerprints and move on to toothpaste gate, 0:10:26.030 --> 0:10:28.689 as I'm saying very sarcastically. I mean, I said at 0:10:28.710 --> 0:10:30.750 the start of the show, Wendy, I hope Sensodyne isn't 0:10:30.809 --> 0:10:31.770 the new ProNutro. 0:10:32.110 --> 0:10:34.150 Not quite. 0:10:34.170 --> 0:10:36.910 It's a reformulation stage. 0:10:37.050 --> 0:10:40.429 It's another longstanding popular product that has suddenly had a 0:10:40.610 --> 0:10:43.860 recipe update, shall we say, that has actually fundamentally changed 0:10:43.940 --> 0:10:46.699 the experience of the product. And I hope it's not 0:10:46.720 --> 0:10:49.920 going to meet the same fate as ProNutro did. Wendy, 0:10:50.020 --> 0:10:52.160 set the scene for us. Tell us what happened and 0:10:52.240 --> 0:10:53.460 why we're talking about this today. 0:10:53.540 --> 0:10:55.860 So our listener, Andrew Kandem, wrote to us a week 0:10:55.900 --> 0:10:59.120 or so ago. He has sensitive teeth and calls himself 0:10:59.280 --> 0:11:02.820 a loyal Sensodyne customer. A few months ago, he. 0:11:03.040 --> 0:11:06.860 Bought his usual variant. 0:11:07.160 --> 0:11:10.090 There are many of them called Sensodyne Repair and Protect. 0:11:10.610 --> 0:11:13.930 He opened the sealed box and tube and he found 0:11:13.950 --> 0:11:17.010 a gel, a blue one at that and not the 0:11:17.050 --> 0:11:20.160 white paste that he was used to. So the wording 0:11:20.220 --> 0:11:22.449 on the pack looked the same. He said apart from 0:11:22.490 --> 0:11:26.770 a new deep repair label and a DNA strand printing, 0:11:27.309 --> 0:11:30.349 he used the tube, but he felt that it, well, 0:11:30.550 --> 0:11:32.670 entirely used all the contents, but he felt it didn't 0:11:32.690 --> 0:11:35.720 quite give him the same protection as the paste. So 0:11:36.050 --> 0:11:40.559 he bought another repair and protect, plus a Sensodyne sensitivity 0:11:40.700 --> 0:11:43.400 and gum, another variant, thinking the first one might have 0:11:43.420 --> 0:11:47.040 been packed in error. Both were gels, blue gels. So 0:11:47.100 --> 0:11:49.339 back at Clicks, the manager told him that the manufacturer 0:11:49.380 --> 0:11:51.579 had changed the product and that he wasn't the only 0:11:51.620 --> 0:11:54.360 customer to complain about that. She told him to email 0:11:54.380 --> 0:11:58.630 the manufacturer, Hellion, as she told the others that had complained. 0:11:59.130 --> 0:12:02.410 And Andrew's question to us was, which of the Sensadan 0:12:02.470 --> 0:12:05.810 toothpaste products can I now rely on to give me 0:12:05.830 --> 0:12:09.960 the protection I trusted previously with the paste? I think 0:12:09.980 --> 0:12:13.400 when it comes to a toothpaste that's catering for people 0:12:13.420 --> 0:12:15.689 with sensitive teeth, in other words, they feel good. I 0:12:15.730 --> 0:12:22.840 suppose they can reliably say, my teeth feel different after 0:12:22.940 --> 0:12:25.580 using it. My teeth felt better than the other one 0:12:25.620 --> 0:12:28.020 rather than the other claims, which you really, as consumers … 0:12:28.260 --> 0:12:30.120 Quite hard to … Quite hard. 0:12:30.140 --> 0:12:31.560 Well, are they? 0:12:31.600 --> 0:12:34.219 How do you tell? So, it's an interesting product. And 0:12:34.740 --> 0:12:38.559 if you look at … The amount of space that 0:12:38.600 --> 0:12:42.010 Sensodyne and all its variants occupy and your average clicks 0:12:42.050 --> 0:12:45.670 or discount or whatever, it's a very important and popular product. 0:12:45.870 --> 0:12:49.000 Okay, so interesting already. Some responses then from listeners. Before 0:12:49.030 --> 0:12:52.540 we talk about your engagement with Halion, no lean writing 0:12:52.559 --> 0:12:55.400 in to say, I can't stand the new Sensodyne taste. 0:12:55.600 --> 0:12:57.960 Please go back to the original. So there's a flavor 0:12:58.020 --> 0:12:58.590 issue there. 0:12:59.490 --> 0:13:01.910 We had another person, it was Lynn who wrote in 0:13:01.970 --> 0:13:05.630 to say, I've used Sensodyne repair toothpaste for many years 0:13:05.690 --> 0:13:08.010 now and I've always been very pleased with it. But 0:13:08.050 --> 0:13:10.230 the last time I used it about six months ago, 0:13:10.710 --> 0:13:14.110 obviously something has changed. It now causes the tissue inside 0:13:14.150 --> 0:13:17.150 my mouth to come away and looks like a white 0:13:17.290 --> 0:13:20.510 sticky goo is her comment. It's not painful, but it 0:13:20.590 --> 0:13:23.510 looks awful. And I have found the most expensive one, 0:13:23.550 --> 0:13:27.670 the Sensodyne clinical repair is fine. Some other brands do 0:13:27.710 --> 0:13:31.309 this to me too. So that's a slightly different variation 0:13:31.330 --> 0:13:34.189 because the white sticky goo is very different from the 0:13:34.230 --> 0:13:36.650 blue gel that we've had described to us. 0:13:36.670 --> 0:13:38.940 But maybe that's a different iteration of the product she's 0:13:38.960 --> 0:13:39.180 been using. 0:13:39.200 --> 0:13:40.740 Yeah, as I said, there are many variants. 0:13:41.040 --> 0:13:42.360 Okay. 0:13:42.679 --> 0:13:47.220 If she would like to email that to me with 0:13:47.440 --> 0:13:50.550 as much detail when she bought, she did six months ago. 0:13:50.730 --> 0:13:50.910 Yeah. 0:13:52.080 --> 0:13:55.000 I would like to pose that to Helene as well. Okay. 0:13:55.020 --> 0:13:59.740 So, Lynn, a follow-up email, please, to pippah at capetalk.co.za. 0:14:00.620 --> 0:14:04.800 You said it was the Sensodyne Repair Toothpaste. You said 0:14:04.820 --> 0:14:07.400 about six months ago. Could you tell us exactly which 0:14:07.420 --> 0:14:10.010 variant you bought at what store? A little bit more 0:14:10.050 --> 0:14:13.650 information and Wendy will probe that. I mean, look, Andrew 0:14:13.690 --> 0:14:16.860 sent us photographs. He had done his diligence, really. He 0:14:16.880 --> 0:14:19.400 took photographs of the ingredient lists on the new tube 0:14:19.440 --> 0:14:23.440 versus the old tube of the repair and protect one. 0:14:23.620 --> 0:14:25.970 And Wendy, tell us a little bit about what you 0:14:26.000 --> 0:14:29.370 looked at and what you saw when comparing those photographs. 0:14:29.390 --> 0:14:34.670 Okay, so titanium dioxide, which makes toothpaste white, is gone. 0:14:35.290 --> 0:14:36.050 In the new version? 0:14:36.070 --> 0:14:40.150 Yes. So Helen told me back when we were querying 0:14:40.720 --> 0:14:44.180 the new Aquafish, I said, is it a regulatory requirement 0:14:44.200 --> 0:14:45.880 that you've taken it out? And they said no. 0:14:46.600 --> 0:14:46.920 Okay. 0:14:47.460 --> 0:14:49.920 So the new version, I don't know if it's in 0:14:50.120 --> 0:14:53.460 every variant because I wasn't told that, but I think 0:14:53.500 --> 0:14:55.240 in a lot of the variants, it's a blue color 0:14:55.280 --> 0:14:59.350 and silica. And a number of flavor oils have been added, 0:14:59.390 --> 0:15:01.030 which I think, was it Linda who said she can't 0:15:01.050 --> 0:15:01.750 stand the new taste? 0:15:01.770 --> 0:15:02.030 Nolene. 0:15:02.150 --> 0:15:08.359 Nolene, sorry. So they've added menthol, peppermint oil, and eucalyptus oil, 0:15:08.380 --> 0:15:10.800 which strike me as quite typical toothpaste flavors. 0:15:10.820 --> 0:15:12.840 Yeah, but eucalyptus isn't a quiet taste. I know a 0:15:12.860 --> 0:15:14.800 lot of people don't like it. So that might explain 0:15:14.840 --> 0:15:15.470 why there is. 0:15:16.950 --> 0:15:20.250 An issue with the flavor there. Okay, so it's partly 0:15:20.290 --> 0:15:23.450 a change of ingredients. So the titanium dioxide gone. 0:15:23.470 --> 0:15:23.750 Gone. 0:15:24.170 --> 0:15:25.470 Well, not in its place, but. 0:15:25.490 --> 0:15:27.290 Flavorant added. 0:15:27.370 --> 0:15:28.670 Flavorant added. 0:15:28.790 --> 0:15:33.370 And then the same active ingredients remain, novamin and 1,450 0:15:33.370 --> 0:15:34.360 parts per.... 0:15:37.730 --> 0:15:39.610 Millimeter. Okay, of fluoride. 0:15:39.670 --> 0:15:40.530 Of fluoride, yeah. 0:15:40.630 --> 0:15:43.160 Okay, so the active ingredients are the same. They've added color, 0:15:43.200 --> 0:15:46.960 they've added flavor, they've taken away the titanium dioxide and 0:15:47.040 --> 0:15:49.000 also a change in where it's being produced. Wendy, the 0:15:49.040 --> 0:15:51.220 new tube made in Slovakia where it used to be 0:15:51.260 --> 0:15:54.320 made in the UK. Okay, so those are the changes 0:15:54.460 --> 0:15:57.120 on the boxes and we are going to talk a 0:15:57.120 --> 0:15:59.540 little bit more about Halion's response as to why and 0:16:00.110 --> 0:16:01.890 a little bit more about the reason for this change 0:16:02.030 --> 0:16:04.070 after the news. Before we get to that, though, we've 0:16:04.110 --> 0:16:07.590 immediately had a voice note in from Vera, who I 0:16:07.610 --> 0:16:11.050 think following up on Lynn's comment about the change six 0:16:11.130 --> 0:16:13.630 months ago and the problems in her mouth. Let's take 0:16:13.670 --> 0:16:15.770 a quick listen to Vera's voice note before we got 0:16:15.790 --> 0:16:16.130 her news. 0:16:17.340 --> 0:16:19.700 I had the same issue with Sensodyne as Helen has 0:16:19.740 --> 0:16:22.960 about six months ago. The variant that I used also 0:16:23.020 --> 0:16:25.760 started creating issues inside of the lining of my mouth 0:16:26.060 --> 0:16:29.120 and it didn't feel as great on my teeth anymore. 0:16:29.230 --> 0:16:32.430 It had a texture change and a slight flavor change. 0:16:33.150 --> 0:16:36.710 I have been on Oral-B ever since. And sorry, Sensodyne, 0:16:37.030 --> 0:16:37.730 I'm not coming back. 0:16:38.430 --> 0:16:38.650 Wow. 0:16:38.750 --> 0:16:40.710 Okay, wow. So that's the second one saying. 0:16:40.990 --> 0:16:41.720 I must definitely take that. 0:16:41.740 --> 0:16:44.920 Definitely look into that one. Basil saying, I've stopped using 0:16:44.980 --> 0:16:48.720 Sensodyne toothpaste. The new formulation is terrible. And I would 0:16:48.760 --> 0:16:52.390 recommend another brand. Recommended to be by my dentist called Elmex, 0:16:52.510 --> 0:16:55.410 which is better than the old Sensodyne in Basil's opinion. 0:16:56.350 --> 0:16:59.250 Carol also saying she has switched to the Clix version 0:16:59.290 --> 0:17:02.760 for sensitive teeth and finding that works for her. But 0:17:02.800 --> 0:17:05.159 she says maybe my teeth aren't as sensitive as others. 0:17:06.300 --> 0:17:09.179 Who else have we got here? Kenton saying, I've had 0:17:09.220 --> 0:17:11.679 the same experience. I've been using it for years. The 0:17:11.740 --> 0:17:13.990 last time I bought it, it was the blue color, 0:17:14.030 --> 0:17:16.770 which I'm not crazy about. I really would prefer white. 0:17:16.910 --> 0:17:17.170 Okay. 0:17:17.510 --> 0:17:20.890 So again, there are flavor complaints. There are texture complaints. 0:17:20.930 --> 0:17:23.510 There are color complaints. And I think the most alarming 0:17:23.550 --> 0:17:26.420 is the one about impacting the inner lining of the mouth. 0:17:28.580 --> 0:17:29.220 Cape Talk. 0:17:29.760 --> 0:17:30.620 Consumer Talk. 0:17:30.980 --> 0:17:32.220 WhatsApp on 072-567-1567. 0:17:37.850 --> 0:17:40.190 That is the number to use for a WhatsApp to 0:17:40.750 --> 0:17:43.109 raise a consumer issue and lots of people commenting on 0:17:43.130 --> 0:17:44.909 the Sensodyne issue. And let me share a few of 0:17:44.950 --> 0:17:48.420 those messages, Wendy, before we talk about your engagement with 0:17:48.680 --> 0:17:53.560 Halion who make the product. Eileen writes, I have the 0:17:53.640 --> 0:17:56.270 same problem with the skin coming off in my mouth. 0:17:56.869 --> 0:18:00.379 I've tried many different brands of toothpaste. And she has 0:18:00.420 --> 0:18:03.960 found that the Sensodyne MultiCare doesn't do that, both the 0:18:04.060 --> 0:18:06.150 old and the new version. So she's at least found 0:18:06.170 --> 0:18:08.760 a variation that is working for her. It's an issue 0:18:08.800 --> 0:18:09.940 she's encountered as well. 0:18:10.000 --> 0:18:11.540 Can I just jump in and say to anyone who's 0:18:11.560 --> 0:18:14.000 had the same problem, it's very important when I raise 0:18:14.040 --> 0:18:17.560 this as a follow-up query with Helene that I can 0:18:17.600 --> 0:18:19.959 specify a particular variant because I don't know if it's 0:18:20.090 --> 0:18:22.869 all of them since the change or whether it's just some. 0:18:23.030 --> 0:18:24.570 If you could help me out there, that would be 0:18:24.590 --> 0:18:25.050 really appreciated. 0:18:25.070 --> 0:18:26.030 With that level of detail, yeah. 0:18:26.430 --> 0:18:29.070 Okay, so that's the one issue is the impact on 0:18:29.109 --> 0:18:32.429 the skin lining inside the mouth. Annika's issue is one 0:18:32.450 --> 0:18:36.660 of efficiency. She says the new Sensodyne no longer reduces sensitivity. 0:18:36.740 --> 0:18:39.320 I don't mind the color or flavor change, but the 0:18:39.359 --> 0:18:41.899 problem is it's no longer doing what it claims on 0:18:41.920 --> 0:18:45.659 the packaging, is her comment. Chantal has also had the 0:18:45.680 --> 0:18:48.609 same problem of peeling in the mouth. She says, I 0:18:48.640 --> 0:18:51.530 cannot use a fluoride toothpaste, but I've always used Sensodyne 0:18:51.570 --> 0:18:55.710 Repair and Protect, which was fine until the change. Now 0:18:55.950 --> 0:18:59.450 she's changed to the Oral-B instead. Colleen says, I too 0:18:59.490 --> 0:19:02.050 was shocked at the blue gel. I don't like the taste. 0:19:02.450 --> 0:19:04.890 My teeth are now more sensitive, which they haven't been 0:19:04.930 --> 0:19:08.320 for many years. Soraya has also stopped using it and 0:19:08.359 --> 0:19:11.840 switched to Elmex instead. Jill says, I've tried all of 0:19:11.859 --> 0:19:14.840 the new variations of Sensodyne and they are awful. The 0:19:14.900 --> 0:19:17.780