Somewhere around ten years ago, one of their large offices was basically forced by the FDA to temporarily stop normal operations and have everyone drop all work

Somewhere around ten years ago, one of their large offices was basically forced by the FDA to temporarily stop normal operations and have everyone drop all work to start processing their massive, years-long backlog of customer complaints that they were legally required to process in a timely fashion but had been ignoring instead. I'm not sure whether they actually changed any processes after that.