Hi Alexlefei,
We have a single "customer feedback" system procedure, and the first step is to assess if the feedback is a complaint (using the definition supplied by planB in the previous post).
If it's a complaint, then it is subject to reportability determination, and is closed only in 2 cases:
1. If the issue is resolved to the satisfaction of the customer (this may involve return, replacement, repair, refund, etc.); or
2. After at least 3 documented attempts to contact the customer, the customer is unresponsive.
The complaints also often feed into the product non-conformance handling process.
If it's NOT a complaint, it's likely things like general inquiries, feature requests, or suggestions for improvement. These feed into the post-market surveillance process, and are reviewed annually (or semi-annually, depending on volume) to make decisions for future product improvements.
MM.