The Cove Business Standards Discussion Forums More Free Files Forum Discussion Thread Post Attachments Listing Cove Discussion Forums Main Page
UL - Underwriters Laboratories - Health Sciences
Go Back   The Elsmar Cove Business Systems and Standards Discussion Forums > Common Quality Assurance Processes and Tools > Customer Complaints
Forum Username

Elsmar Cove Forum Visitor Notice(s)

Wooden Line

Customer Complaint Form or Log

Elsmar XML RSS Feed
Elsmar Cove Forum RSS Feed

Monitor the Elsmar Forum
Sponsor Links

Courtesy Quick Links

Links that Cove visitors will find useful in your quest for knowledge:

International Standards Bodies - World Wide Standards Bodies

ASQ - American Society for Quality

International Standards Organization - ISO Standards and Information

International Quality Services

Marcelo Antunes'
SQR Consulting, and
Medical Devices Expert Forum

Bob Doering
Bob Doering's Blogs and,
Correct SPC - Precision Machining

Ajit Basrur
Claritas Consulting, LLC

NIST's Engineering Statistics Handbook

IRCA - International Register of Certified Auditors

SAE - Society of Automotive Engineers

Quality Digest

IEST - Institute of Environmental Sciences and Technology

Some Related Topic Tags (Not all threads are Tagged)
log books and log sheets, records (evidence) and records control, forms and templates (general), customer complaints and customer found nonconformance
Thread Tools Search this Thread Rating: Thread Rating: 3 votes, 3.67 average. Display Modes
  Post Number #1  
Old 15th November 2001, 10:54 AM
JRKH's Avatar

Total Posts: 972
Thank You! Customer Complaint Form or Log

Hello All,

Need a form that my account managers can use to record customer complaints.

Anyone have a good one?


Sponsored Links
  Post Number #2  
Old 15th November 2001, 12:09 PM
Jim Biz's Avatar
Jim Biz

Total Posts: 486
BIG Smile

How many account managers? What's the normal number of complaints oh - say per month or year?

We're 9002 but use a spreadsheet - with appropriate headings (one less officially controlled/copied etc. form to mess with)
Attached Files: 1. Scan for viruses before using, 2. Please report any 'bad' files by Reporting this post, 3. Use at your Own Risk.
File Type: pdf Customer_Complaints_Register.pdf (75.5 KB, 848 views)
File Type: pdf Customer_Complaint _Log.pdf (48.3 KB, 800 views)
Thank You to Jim Biz for your informative Post and/or Attachment!
Sponsored Links

  Post Number #3  
Old 28th November 2001, 08:36 AM
Sporty's Avatar

Total Posts: 65
Customer Complaint Log

I need advice.
I am trying to implement a Customer Complaint log, which I believe will address It came up in our last registration audit to TS16949, and we managed to squeak through saying our DMN list was our Customer Complaint log. I know that unless every single customer complaint results in a DMN, we are missing important calls.
One instance was a Quality Engineer here received a complaint, and thought she would just go to the floor and take care of it herself, and sure enough we received a PRR the next week for a repeat issue.
My boss here is against the log, saying an auditor would look at the log of hundreds of calls, (yes, it would be hundreds) and automatically assume we are having quality issues. My argument is that if each call is dispositioned, whether it resulted in an 8D, or design, or voided, or whatever, the auditor wouldn't care how many, as long as they were addressed properly.
How are other companies handling this requirement, or are you even using a complaint log?

  Post Number #4  
Old 28th November 2001, 09:35 AM
Al Dyer

Total Posts: n/a

If you're getting hundreds of calls, something IS wrong!

A corrective action log does not have to note every call, depending on how your procedure is written you could log only formal complaints. (PRR's etc...)

Sorry, but it makes me shudder when you say hundreds of calls for complaints on your your product, and management wants to mask them?
  Post Number #5  
Old 28th November 2001, 10:05 AM
Sporty's Avatar

Total Posts: 65
I didn't mean to scare you....I'm talking hundreds of calls by the end of a year. Most would be design issues.
We ship thousands of products daily, worldwide, unfortunately, we get calls daily.
We have a world class PPM, so there is no issue with our quality.
If we just log calls that become official "issues", and result in a PRR, then our DMN log would cover those, and no log would be needed at all.
By the way, I'm referring to the Customer Complaint log, not a corrective action log. I agree, if we had hundreds of corrective actions....there would be a problem.
  Post Number #6  
Old 28th November 2001, 10:28 AM
Al Dyer

Total Posts: n/a

I see where you are coming from, but isn't every customer complaint leading to some type of corrective action.

I guess I'm trying yo say that there is no requirement to keep a log of all customer calls (complaints) but that if there is a formal complaint there needs to a formal corrective action.

Have a good day!
  Post Number #7  
Old 28th November 2001, 12:40 PM
Marc's Avatar

Total Posts: 25,591
Yin Yang

I had a client a few years back whose sevivce manager about walked out of the first meeting. Same deal. Hundreds of calls a day. And of course there were other functional area representatives screaming IMPOSSIBLE! (logging every complaint)

The first thing to do is define what a complaint is. Usually that whittles things down to a reasonable level.
  Post Number #8  
Old 7th August 2003, 01:48 PM
Marc's Avatar

Total Posts: 25,591
Also see Customer Complaint - Definition of Customer Complaint

Lower Navigation Bar
Go Back   The Elsmar Cove Business Systems and Standards Discussion Forums > Common Quality Assurance Processes and Tools > Customer Complaints


Visitors Currently Viewing this Thread: 1 (0 Registered Visitors (Members) and 1 Unregistered Guest Visitors)
Thread Tools Search this Thread
Search this Thread:

Advanced Forum Search
Display Modes Rate Thread Content
Rate Thread Content:

Forum Posting Settings
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Emoticons are On
[IMG] code is On
HTML code is Off

Similar Discussion Threads
Discussion Thread Title Thread Starter Forum Replies Last Post or Poll Vote
Customer Complaint - Definition of Customer Complaint tebe Definitions, Acronyms, Abbreviations and Interpretations 21 24th July 2014 11:52 AM
Closed Customer Complaint Response Form Examples? NikkiQSM Customer Complaints 3 25th October 2012 11:27 AM
Example of a Customer Complaint / Feedback form or template. qualityce Document Control Systems, Procedures, Forms and Templates 6 31st December 2010 02:24 PM
Customer Complaint - FDA Definition of Complaint hitesh Other US Medical Device Regulations 9 29th June 2009 10:03 AM
Customer Complaint(s) - Can what a Customer Complaint is be defined? goallout - 2009 Customer Complaints 34 9th March 2009 10:23 AM

The time now is 09:17 AM. All times are GMT -4.
Your time zone can be changed in your UserCP --> Options.


NOTE: This forum uses "Cookies" - A Peachfarm Internet Property