Hello everybody,
At the moment we have a lot of discussions at our site regarding the definition of a complaint.
It is clear - there is the definition in §820.3 (b).
But the problem i have is the following:
Is it allowed the define a timeframe for handling field problems caused by the product as a complaint?
Is it allowed - for example to establish a rule, that says - only those field problems are declarated as a complaint, when they arrive within the 2 year product warranty time? (This is an idea of our management to reduce extravagant expenses)
I think this is not allowed, because you have to declare field problems caused by the product as a complaint during the whole product lifecycle - am i right?
Thank you very much for your support!
Best regards,
Aphel
At the moment we have a lot of discussions at our site regarding the definition of a complaint.
It is clear - there is the definition in §820.3 (b).
But the problem i have is the following:
Is it allowed the define a timeframe for handling field problems caused by the product as a complaint?
Is it allowed - for example to establish a rule, that says - only those field problems are declarated as a complaint, when they arrive within the 2 year product warranty time? (This is an idea of our management to reduce extravagant expenses)
I think this is not allowed, because you have to declare field problems caused by the product as a complaint during the whole product lifecycle - am i right?
Thank you very much for your support!
Best regards,
Aphel