RMAs & Closing Complaints

Sheemah

Starting to get Involved
#1
Hi Everyone,

My current company keeps the associated complaint with Return Material Authorization (RMA) open, up until the RMA is closed. Even though the complaint has been addressed.
Can the complaints be closed without the associated RMA being closed?

Thanks,
Sheemah
 
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shimonv

Trusted Information Resource
#2
It's a process question; not a matter of regulatory of QMS standard requirement. Do what works best for you as long as the procedure/s are clear and you are able to maintain control.

Shimon
 

Ninja

Looking for Reality
Trusted Information Resource
#4
Never been in medical.

FWIW, we (ISO, QS, TS) kept the complaint open until all actions were complete...that would include closing the RMA and receiving the goods.
It was a choice we were comfortable with.
HTH
 

Tagin

Trusted Information Resource
#5
I would think you'd want to keep it open at least long enough for the diagnosis of the RMA'd product to be completed, as part of your investigation.
 

Tidge

Trusted Information Resource
#6
I would think you'd want to keep it open at least long enough for the diagnosis of the RMA'd product to be completed, as part of your investigation.
In practice it can take an undetermined amount of time before a manufacturer receives a returned product. Not all products with complaints get returned!

Keeping complaints open while product may (or may not) be in-transit can confuse evaluations of how well a complaints handling function is performing. As complaints handling is one of the more important functions to be reviewed by Executive Management, it is common that complaints are considered closed but can be reopened when product is returned for evaluation. As @shimonv wrote, the approach is determined by the processes at an individual manufacturer, and is not specified by a regulatory requirement.
 

Jim Wynne

Leader
Admin
#7
In practice it can take an undetermined amount of time before a manufacturer receives a returned product. Not all products with complaints get returned!
Keep in mind that the OP made specific reference to an RMA--an authorization to return material. If the material/product isn't returned, there might be no way to evaluate the customer's claim(s). The question is, should the "complaint" be left open until the RMA is closed out.
 

Tidge

Trusted Information Resource
#8
Keep in mind that the OP made specific reference to an RMA--an authorization to return material. If the material/product isn't returned, there might be no way to evaluate the customer's claim(s). The question is, should the "complaint" be left open until the RMA is closed out.
My experience has been that even with an RMA, customers do not return materials in anything approaching a uniform manner.
 
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