Deadline for complying/replying to a Customer Complaint

[selena15]

Hi Cove
One company has as claims policy the following:

«the claim should be sent to the quality dept bla bla.. During the 15 first days after receiving their product and they aren't satisfy about its quality! This period ended, any complain won't be taken into consideration!"
My question is: when the satisfaction of client is the first target of company, how we can put this condition to answer a claim!? If the complain concerns some majors non conformity, are we allowed to ignored it? If the client is one very important, will we ignore it simply???

If it is written in the back of invoice and communicated to people by this way: as you may know, it is written in small characters and you know few people will take time to write this notice.

I need your opinion on that point

[MIREGMGR]

I'd think it would be very difficult to utilize that approach to customer satisfaction in the US and European markets and still develop long-term partnering customer relationships.

Admittedly that's not based on direct experience, though.

[selena15]

no MIREGMGR
Believe me it is usual to see that kind of notice in some product.
I don't know for USA or Europe but even i'mn not so confident about europe; but i'm asking this kind of remarks in the scope of QMS; despite the location.

[Just Askin]

Selena15,

Unless the product is perishable, or has a limited life, I'd think there would be an objection to the 15 day notice, if the notice was read. Our customers frequently order quantities to last more than 15 days, so to tell them "Aha, you didn't catch the error in time, you lose" would not do much to foster a good relationship or keep a customer.

On a personal note, I once ourchased an expensive lawn tractor and the store would not let me return it because their poicy for "gas powered" equipment was 30 days and I had it for 32 days. Had it repaired under warrenty, but no longer purchase expensive items from that store...or equipment from that manufacturer. Just my thoughts.

Walt

[selena15]

Originally Posted by walt76661

Selena15,

Unless the product is perishable, or has a limited life, I'd think there would be an objection to the 15 day notice, if the notice was read. Our customers frequently order quantities to last more than 15 days, so to tell them "Aha, you didn't catch the error in time, you lose" would not do much to foster a good relationship or keep a customer.

Walt

Hi Walt
Thanks for reply. I'm agree with you that if the product is perishable, it can be considered. but what about if not. I would explain.
This company is transfering a parcels for people from location to another. It can be cupboards or books...or something perishable. Actually, i used their service to tranfer one heivy cupboard from one town to another one. They send a message on my cell to advice me that my parcel is availale. When i went to take it. I discover that they give it by error to another one. I Complained of course but i remark this condition in the back of the invoice. I was astonished because i will tell you. Even i received the message, i was pretty busy and i was close to posponed this task to later.
My question is, some product or service can have this kind of condition, according to the type of product but what about this ? and if you find it during one audit, would you be conciliatory?
thanks

[Coury Ferguson]

The point here is that a Customer is not happy with what they have received, therefore to provide good communications and relations with your customer, if a complaint is received action is immediately taken.

If I understand what you said, if I was your customer, and on the 16th day I found something wrong with what was supplied to me by your company you wouldn't take any action? As a customer I know that there are other suppliers that would appreciate my business, and I would go to the one company that is willing to do what is necessary.

For an example: We do business with the Government, and if something is found wrong or non-functional, the Government would generate a Product Quality Deficiency Report (PQDR). The first step in our process would be to review date received. Our warranty is one year from receipt of product. If the product has exceeded our warranty period (I have had a product that was over 10 years old, which has exceeded our warranty). If the warranty has been exceeded than I would notify the Government, review all existing product to see if the problem is in our production, take the necessary action, but still would only provide a new product at the current sale value to the customer, if they wanted to buy another. The product has exceeded the warranty, but an investigation is still performed. The Government has contacted me and said "you use to provide a replacement at no cost...why not now?" In simple terms, the PQDR goes against our Quality rating when they are generated and a lot of the deficiencies are caused by improper maintenance or improper handling, by the customer. We used to just send a new product out, but we were losing money ($$$). Why should you provide a new product at no cost when the product has exceeded the warranty? However, an investigation is always performed.

Now this is my personal experience, and may not be the way someone else or a company would do.

Always perform an investigation on any customer complaint.

[selena15]

Yes Coury
I'm Agree totaly with you , if the warranty period is over or/& the goods are perishable, It make sense to act as this.
What about the different situation, as they lost your goods and try to fix this kind of situation as this. Finaly, this is another way to say # we decline any responsability if..bla bla # This is what i was ferious about
Thanks Coury
Just in case of My special English wasn't enough clear. The activity of this campany is Transport of parcel.
Rgds