Viewing this from a medical device / ISO 13485 perspective but it could be viewed broader than that......
Does an RMA / return for repair automatically require that a customer complaint be initiated?
Yes there are cases when I could see an customer complaint be initiated. Cases like "I took the product out of the box and it didn't work". However there are other times when the customer drops the unit and it now needs repair. Or this has been in use for a number of years and now the product is not working like it used to. Or even an RMA for annual calibration of the unit.
Is there any guidance or criteria as to when a customer complaint is REQUIRED for an RMA return?
Does an RMA / return for repair automatically require that a customer complaint be initiated?
Yes there are cases when I could see an customer complaint be initiated. Cases like "I took the product out of the box and it didn't work". However there are other times when the customer drops the unit and it now needs repair. Or this has been in use for a number of years and now the product is not working like it used to. Or even an RMA for annual calibration of the unit.
Is there any guidance or criteria as to when a customer complaint is REQUIRED for an RMA return?