Definition Customer Complaint - Definition of Customer Complaint

RoxaneB

Super Moderator
Super Moderator
#21
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.
Congrats on making what appears to be your first post! :agree1:

Why are you unsure about whether or not to agree with this definition?

Depending on the nature of your business, a return IS a complaint, however in some cases the return may be due to the Customer acquiring the wrong part and returning it because of an error on their part. In other cases, the return may be due to a defect in the product.

What comes after the return is categorizing the nature of the complaint and determining whether or not the criteria has been met to warrant further investigation.

For example, a $5 part returned due to a defect may have less attention than a $5,000 part. Although, if that $5 part is a key safety feature (e.g., consider the $10-$20 plate that Ford engineers needed to make the Pinto a safe car to drive in the 1970's), it may garner more attention than a more expensive, yet less critical, part.

Treating every return the same would, in my opinion, be the incorrect approach to take, but the initial classification of 'complaint' isn't worth getting to upset over. It's all in the process for categorizing and handling the complaints.
 
Elsmar Forum Sponsor

John Broomfield

Staff member
Super Moderator
#22
All,

Some sales people oversell at the end of the month, only for products to be returned.

So, not every return is a complaint but it is a sign of malfunction.

Instead of straining over when does a grumble become a complaint why not act on the customer's grumble indicating the slightest impending dissatisfaction?

...yet another example of preventive action.

In B2C terms, bear in mind that dissatisfaction is a significant driver of our consumer economy.

John
 
Last edited:
Thread starter Similar threads Forum Replies Date
J FDA definition of a complaint - Customer orders spare parts 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 5
P Customer Complaint Definition - Food Distributor Customer Complaints 5
H Customer Complaint - FDA Definition of Complaint Other US Medical Device Regulations 9
M Reduce occurrence rating based on the PMS data and customer complaint data ISO 14971 - Medical Device Risk Management 2
J Customer Complaint & SCAR, false data Nonconformance and Corrective Action 14
J Customer Complaint Response 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 3
S How to treat a customer complaint ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
PhilM Nonconformance report, Customer complaint investigations and RMAs ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 8
G Problem Resolution Report Monitoring - Customer complaint or PRR as general motors use Customer Complaints 12
R Does an RMA = a Customer Complaint Customer Complaints 4
G Customer complaint over a Reference Dimension Manufacturing and Related Processes 9
E Is there an Automotive Customer Complaint Index? IATF 16949 - Automotive Quality Systems Standard 3
R In a software development company: Is every bug reported by the customer a complaint? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 27
E Corrective Action or Customer Complaint ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 16
T Decontamination responsibility on customer complaint investigation Customer Complaints 4
N Possibly worlds first customer service complaint Supply Chain Security Management Systems 0
A What is a Customer Complaint? (ISO 9001:2015) ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 9
M Should Potential Customer Complaint Outcome Define Registrar NC Rating? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 8
R Customer Complaint - Samples vs. Removal - FDA Requirements 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 2
Moncia Customer Complaint Procedure example needed Document Control Systems, Procedures, Forms and Templates 1
C Medical Device Malfunction - Customer Complaint - Response vs. Correction Other US Medical Device Regulations 3
T PPAP - Complaint from a Tier One customer concerning Product Dimension IATF 16949 - Automotive Quality Systems Standard 26
Q Customer Complaint Vs. Nonconformance - CAPA SYSTEM Customer Complaints 2
L Creating a xlsx Customer Complaint file to track Complaints Excel .xls Spreadsheet Templates and Tools 2
N Customer Complaint - Rapid Response Containment Procedure Customer Complaints 4
J Customer Complaint - PPAP - Issues not called out on the print APQP and PPAP 3
R Customer Complaint/Nonconforming Product Inquiry ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 4
D Can anyone share a Customer Complaint procedure not requiring logging complaints ? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 5
P Customer Complaint Preventive Action Assistance Preventive Action and Continuous Improvement 3
Q When to issue a Customer Complaint related to efficacy of a Medical Device? ISO 13485:2016 - Medical Device Quality Management Systems 3
S Do I need to initiate a Customer Complaint for Engineering Samples? Customer Complaints 4
A Customer Complaint - Incident Reporting Hardcopy Signoff Customer Complaints 8
B Analysis & Closure of a Customer Complaint Customer Complaints 6
C Customer Feedback, Satisfaction, Complaint Procedure and Measurement Customer Complaints 8
N Closed Customer Complaint Response Form Examples? Customer Complaints 3
J Damaged Parts in Customer Returns - Complaint Investigation? ISO 13485:2016 - Medical Device Quality Management Systems 9
D Is an NCR required in this Customer Complaint scenario? Nonconformance and Corrective Action 6
B Categorization of Customer Complaint: Making Customers feel they are Top Priority Customer Complaints 4
B Understanding the attached sample Pareto Chart for Customer Complaint Quality Tools, Improvement and Analysis 20
J Should I file a Customer Complaint as a Nonconforming Material Report or a CAP? Nonconformance and Corrective Action 5
R Help defining Eyewear Customer Complaint Categories Customer Complaints 5
K Audit NC - No evidence of a full 5 Why Analysis for the Customer Complaint Problem Solving, Root Cause Fault and Failure Analysis 8
somashekar What if a non EU customer makes a complaint to NB ? EU Medical Device Regulations 2
R Everest Customer Complaint System by Lynk Software US Food and Drug Administration (FDA) 1
T Is a Nonconformance Report required for every Customer Complaint? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 18
J Who should accept the samples of Customer Complaint products ? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 3
S Data Flow diagram for a Customer Complaint System - Help wanted Customer Complaints 6
B Small Company Customer Complaint System ISO 13485:2016 - Medical Device Quality Management Systems 2
L Internal Audit to Focus on Customer Complaint Re-occurrences Internal Auditing 4
W Re-Evaluating Corrective Actions - Recurrence of a Customer Complaint Nonconformance and Corrective Action 7

Similar threads

Top Bottom