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Action on Customer Replacement (Nonconforming Product - ISO 9001)

Hi All,
I am still new to ISO 9001:2015. Quite confused with customer complaint / customer replacement, in which we received customer complaint on non-conformance products and they had requested for a replacement. So all these actions basically under clause 8 or 9?
Thanks in advance!


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The section for this is 10.2. However, the more you get to know the standard, the more you will understand the plan-do-check-act cycle and the process approach. I suggest you go back and read the Introduction section of the standard because this lays the foundation for the specific requirements. A quality system is a group of interrelated processes.


Quite Involved in Discussions
It may also include 8.5.5 Post-delivery activities ("Post-delivery activities can include actions under warranty provisions, contractual obligations such
as maintenance services, and supplementary services such as recycling or final disposal.")

Also, be sure to distinguish between complaints vs. requests for repair/replace. Usually, you wouldn't consider typical RMA activity as customer complaints (8.2.1), unless the customer is making a complaint as part of the RMA request.
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