At our company, we prioritize customer satisfaction and strive to provide a seamless experience for all non-warranty complaints. Our structured process ensures that every issue is handled with care and efficiency, keeping you informed every step of the way. Here’s how we manage non-warranty complaints to deliver the best possible service.
Complaint Registration:
The journey begins when you register a non-warranty complaint with us, marking the start of our dedicated service process. As soon as you create the complaint, our system automatically generates a corresponding work order. This work order serves as a detailed roadmap, guiding our team through every step of the resolution process. It ensures that no detail is overlooked and that each action is tracked meticulously.Initial Resolution Attempt:
Our first step is to resolve your issue over a call, leveraging the expertise of our skilled support team. They will contact you promptly to address the problem directly and provide immediate assistance. If the issue is resolved during this call, we will close the job immediately, marking the end of the process for you and ensuring a swift resolution. However, if the problem persists and cannot be resolved over the phone, we will escalate the matter by filing the work order for further action.Field Support Arrangement:
When the issue requires on-site assistance, we promptly arrange for a qualified staff member to visit your location and provide field support. Our field support team is equipped to handle a wide range of issues, ensuring that we address your problem effectively. If they successfully resolve the issue, we will collect the payment and close the job, ensuring a swift and efficient resolution. However, in cases where the field support team cannot resolve the problem on-site, we will escalate the issue to the next phase: the pickup arrange process.Pickup Arrange Process:
In this phase, we coordinate with you and the product owner to arrange the pickup of the defective item. The product will be transported to our repair facility, where our expert technicians will begin the repair process. If the necessary spare parts are available, we will proceed with the repair immediately. In the event that we need to order parts, we will inform you with a “spare available” quote, outlining the details and costs. Whether we have the parts on hand or need to order them, we will always send you a detailed quote for approval.Customer Quote Approval:
Once you receive the quote, we await your approval to proceed with the necessary repairs. Upon receiving your approval, our experienced technicians will promptly complete the repair work, ensuring the highest standards of quality and care. After the repair is finalized, we will move towards closing the technical job in our system. We will then collect the payment for the services rendered and notify the relevant organization of the payment receipt.