SAMPLE COMPANY                                       Page 1 of 5
SOP # 19-2  Revision: 0               Prepared by:             _
Effective Date:                       Approved by:             _


Title:         Customer Service Contact/Complaint Handling

Policy:   All complaints or operation questions regarding the
          performance, safety, reliability or quality of
          products or services will be subject to management
          review and/or investigation and will result in prompt
          response and corrective action when indicated.  It is
          the responsibility of any recipient of a product
          complaint to see that the customer or user receives a
          response to their complaint.

Purpose:  This procedure is intended to ensure that all customer
          questions, problems or complaints regarding the use of
          our products are efficiently and promptly handled and
          resolved.  This procedure will also assist the company
          in tracking and determining product/part failures,
          misuse or misapplication of products to guide quality
          assurance actions.

Scope:    This procedure applies to all personnel who receive
          customer calls, contacts or complaints whether written
          or oral regarding the use or malfunction of any
          products manufactured or sold by the company.

Definitions:

     Complaint:  A complaint, whether written or oral, is an
     expression of dissatisfaction by a user of a product
     regarding the identity, quality, durability, reliability,
     safety, effectiveness, or performance of the product.

     Product Performance:  The product in some way does not
     perform to the user's expectation or to the level of
     performance conveyed to the customer by printed material,
     labeling or verbally by representatives of the company.

     Product Safety:  Any event that occurs whether expected or
     unexpected through the use or misuse of a product that can
     cause harm or injury to an operator or others in the
     vicinity.

     Product Reliability:  Failure rate or need for service
     adjustments greater than user expectations (i.e., beyond
     the tolerable level of expected malfunctions).

     General Problems:  Non-product specific problems including
     order or shipping error, delayed or unacceptable response
     to problems, unfulfilled promises, etc.
CUSTOMER SERVICE CONTACT/COMPLAINT HANDLING          Page 2 of 5


2.0  Receiving a Contact/Complaint from a customer:

2.1  The customer Service department will be responsible for
     formally receiving, processing and investigating all
     customer complaints in regards to the Company's products.

2.2  Upon receipt of a customer contact/complaint as defined
     above (i.e. service call, customer survey, via a
     salesperson, etc.), the customer service representative
     will complete the Customer Service Log with the appropriate
     information including date, customer name, product
     description and brief description of the problem or reason
     for the contact.  Further, the log should be documented
     whether the contact was resolved (i.e. by telephone) or if
     a customer service contact has been completed.

2.3  In the event of a complaint as defined above or problem
     resolution other than general non-product problems, a
     Customer Service Contact Form (Exhibit 1) must be completed
     with all appropriate information.  Proper investigation
     and/or corrective action of all complaints/problems should
     be taken as follows or as appropriate and documented on the
     Customer Service Contact Form.

     While customer complaints are in process, the form should
     be kept in an open file labeled "Corrective Action in
     Process" until final disposition is reached.

     Upon completion/resolution of the complaint/problem, copies
     will be made and distributed to and filed by the names
     listed under "Distribution" on the Customer Service Contact
     Form.

     Customer Service    -    Customer File
     Quality Assurance   -    Chronological File for all
Complaints
     Master Product File -    File for each Product

     IMPORTANT NOTE:  Whenever customer service becomes aware
     that a death or serious injury that may have been caused by
     one of the Company's products, the Quality Assurance
     Manager will be notified immediately who will be
     responsible for implementing appropriate follow-up action
     with other management personnel.

3.0  Trouble shooting/Problem Diagnosis:

3.1  When receiving a service call by telephone or when calling
     a customer in regards to a written complaint, discuss with
     the customer what the problem is, what the product is
     doing/not doing, etc.  Ask the customer to do a series of
     tests to actually pin point the problem.
CUSTOMER SERVICE CONTACT/COMPLAINT HANDLING          Page 3 of 5


     If the problem is minor and no parts need to be sent, talk
     the customer through how to correct it.  If the
     problem/question can be rectified by telephone, make sure
     that the problem is corrected and that everything is
     functioning properly before hanging up with the customer.

     If the problem cannot be solved over the phone, follow the
     procedures under Repairs and/or Replacements.


4.0  Repairs and/or Replacements:

4.1  If the problem requires sending a replacement part to the
     customer or a local field service technician, check in the
     file to see if the part is under warranty.

     If the part or device is no longer under warranty, the
     customer service rep will explain so to the customer.  The
     cost of the part or device plus shipping and handling will
     be charged to the customer in accordance with the procedure
     for Service Charges.  If shipping something to a customer
     that is no longer under warranty, a repair-order form must
     be filled out.  All pertinent information must be on this
     form.

4.2  If the problem requires a major part or repair, it may be
     necessary to arrange to have the equipment or module
     returned to the company for repair.

4.3  If the customer requires a replacement/loaner module or
     piece of equipment while their product is being repaired,
     inform the customer to pack the defective module in the
     same shipping container that the replacement one will be
     sent in and to call customer service so that a pick-up call
     tag can arranged.


5.0  Trend Analysis:

5.1  To facilitate detection of failure or detect trends of
     devices or components within a product, customer service
     will perform the following:

     - Scanning of Customer Service Log.
     - Review of Complaint Files.

5.2  The Customer Service Manager will periodically, but at
     minimum once a month, review the customer service log for
     any recurring problems/complaints.  If any trends are
     detected, the Customer Service Manager will review the
     problems with the Quality Assurance Manager and
     Engineering.  Based upon this review, appropriate
     investigation and corrective action will be determined.
CUSTOMER SERVICE CONTACT/COMPLAINT HANDLING          Page 4 of 5


5.3  Upon filing of each customer complaint form in the Master
     Product Record, the complaint file section will be reviewed
     for previous complaints of a similar nature.  If three or
     more complaints of a similar nature are noticed, the
     Quality Assurance Manager will be notified in accordance
     with the procedure "Corrective Action and Follow-Up.