Definition Customer Complaint - Definition of Customer Complaint

N

noboxwine

#11
Way to go Bravo

ISO GUY nailed it. Log in some way any and all levels of customer dis-satisfaction. More often than not you will see a pattern or trend of some sort over time. Something will jump out and get your attention. Then you can initiate a corrective action internally that will unquestionably add value both internal and at the customer.

In so far as what complaints get a higher level of attention ? It's still all about money. I have always chosen a dollar amout based upon costs of goods, in conjunction with interupted production time, etc. Without micro-analyzing this and without writing a macro to calculate it, evaluate how much $$ it will take to fix the complaint based upon the potential payback. Look for the home runs first. Good luck
 
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A

Al Dyer

#12
Whether received by fax, phone, or e-mail, a complaint is a complaint that needs to be dealt with. If a customer takes their valuable time to issue a notification, something is wrong.

In any instance a complaint must be recorded and answered.

The actions taken after a registered complaint can be up to the supplier as long as the customer agrees.

Any company that does not record and act upon all complaints are just fooling themselves and there is a probability that hiding the complaints and actions would hurt a certain department.

How can a company really last and improve if they have their head in the sand and a blind eye to complaints. As above, if a complaint is not over $200 it is not acted upon, what if they have 300 $200.00 complaints a year? The numbers adds up to mucho dinero and are not reported, but are a hidden cost of quality.

Just little ole me!
 
A

Aaron Lupo

#13
Al Dyer said:

Whether received by fax, phone, or e-mail, a complaint is a complaint that needs to be dealt with. If a customer takes their valuable time to issue a notification, something is wrong.

In any instance a complaint must be recorded and answered.

The actions taken after a registered complaint can be up to the supplier as long as the customer agrees.

Just little ole me!
Al, normally I would agree, however, we had a customer call and complain to us they didn't like they way the FDA classified their medical device. Are we going to respond to that no- there is not a **** thing we can do about it, call the FDA.
 
A

Al Dyer

#14
Ahhhh, hold my skin,

The federal government, tough to deal with and even harder to fight with.

Customers can and are fickle at times and we as suppliers have to deal with the situation they require. Is it fair? probably not, since it is the federal government with all their regulations.

All I can say at the moment is that you are smarter than the average government worker and could work around any problems you have, Not easy, but it can be done.

Good luck sir
 
J

Jim Biz

#15
Very well said

Thanks Folks - What I left out of the beginning question was that - my "advice" was real simmilar to what you have so clearly stated here.

"Reporting Games" from the supplier viewpoint do not support the new or old standards as far as dealing with complaints ... they simply "Are complaints"disagree all you like... cry "unfair" and it still does not resolve the situation from the customers view...

IMHO a waste of good time to set up some "restrictive criteria for their definition" just to reduce entries in their compaint record lists makes little sense.
 

Confussed

Involved In Discussions
#16
Here is my problem. The company holds both API Q1 and ISO9001:2008

When a customer contacts the an issue; Example product arrived stating 1500 PSI but PO stated 5000 PSI. Customer couldn't use until a new tag and paperwork show testing was to 5000 PSI. The manufacture states this is not a customer complaint since they didn't fillout the form. But the customer is never asked. So the Supervisor says it is not customer complaint. Not even a NCR is being issued this appears to be away around the system so Top Management is not aware of the issues. Plus stops continuous improvements etc? Shouldn't the CB auditor catch this? They have been at same locations several times and no comments or suggestions OFI's etc.
 

RoxaneB

Super Moderator
Super Moderator
#17
Here is my problem. The company holds both API Q1 and ISO9001:2008

When a customer contacts the an issue; Example product arrived stating 1500 PSI but PO stated 5000 PSI. Customer couldn't use until a new tag and paperwork show testing was to 5000 PSI. The manufacture states this is not a customer complaint since they didn't fillout the form. But the customer is never asked. So the Supervisor says it is not customer complaint. Not even a NCR is being issued this appears to be away around the system so Top Management is not aware of the issues. Plus stops continuous improvements etc? Shouldn't the CB auditor catch this? They have been at same locations several times and no comments or suggestions OFI's etc.
Does your system permit staff to create a Customer complaint - or log its existence - based on feedback from a Customer? To say that your organization will only address complaints based on proper paperwork is not necessarily the best way to go? The Customer is unhappy. Your organization surely wishes to have repeat business with this Customer. To enhance the Customer experience, it is important to address their expectations...which more than likely DO NOT include filling in paperwork for your organization.

How is your Customer to access the paperwork to fill in? It is an easy process for them? If it's something like a web-based complaint form on your organization's website, you could nudge the Customer in that direction...or you can create an internal nonconformance, referencing the situation with the Customer.
 
T

Tara Monson

#18
We track two different types of customer communication.

Customer COMPLAINTS are "Any communication that alleges deficiencies related to identity, quality, durability, reliability, safety, effectiveness, or performance of a device after it is released for distribution and is FOUND TRUE by (our company).

Customer FEEDBACK consists of comments regarding features, characteristics and performance of products and services, marketing and sales, and business practices.

The distinguishing factor to make it a complaint is that it FAILS our specifications.

Feedback is tracked to make continual improvements and can also be used to create more customer specific products.
 
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K

korea

#20
My new Quality Manager has decided that all Customer returns should be regarded as Customer complaints, I'm not sure that I agree with this though.
 
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