We make a Class II medical device and sell it in US and EU. Unless it is some application issue that can be fixed onsite, the defective device part or its accessories are replaced for the customer any time there is an issue. The defective part is then sent for repair to its OEM manufacturer. Once the part is fixed (this could take months), it is sent back to us for reuse and stored in our inventory.
Question is at what point of the process should the complaint be closed?
A. At the point when customer gets a replacement or
B. At the point when the specific defective part gets repaired and sent back to us
Question is at what point of the process should the complaint be closed?
A. At the point when customer gets a replacement or
B. At the point when the specific defective part gets repaired and sent back to us