A
Alpine
Hi, I know this will seem like a silly question but here goes. I work for a company that designs, manufactures and then services a product. The product has a warranty period.
Is a customer complaint, any issue that comes in under warranty?
Or can they also be indirect i.e. issues that arise that come via the Technical Service team or the Service Managers?
One of the struggles I have had here is that there are multiple entry points when issues arise, and it makes it difficult to manage from a quality stand point. The quality team do not always get told of problems they just get fixed and it is very ad hoc when we do. Interested in people's thoughts on this.
Is a customer complaint, any issue that comes in under warranty?
Or can they also be indirect i.e. issues that arise that come via the Technical Service team or the Service Managers?
One of the struggles I have had here is that there are multiple entry points when issues arise, and it makes it difficult to manage from a quality stand point. The quality team do not always get told of problems they just get fixed and it is very ad hoc when we do. Interested in people's thoughts on this.