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What if a non EU customer makes a complaint to NB ?

somashekar

Staff member
Super Moderator
#1
IF ....
A complaint is made by a non EU country customer to a legal manufacturer who is also not in EU and also marks copies to the legal manufacturer's EU rep and the NB., what immediate and planned actions would the
1. EU rep take up
2. NB take up
with the legal manufacturer ?
 
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Stijloor

Staff member
Super Moderator
#2
IF ....
A complaint is made by a non EU country customer to a legal manufacturer who is also not in EU and also marks copies to the legal manufacturer's EU rep and the NB., what immediate and planned actions would the
1. EU rep take up
2. NB take up
with the legal manufacturer ?
Can someone help with this?

Thank you!!

Stijloor.
 

Ronen E

Problem Solver
Staff member
Moderator
#3
IF ....
A complaint is made by a non EU country customer to a legal manufacturer who is also not in EU and also marks copies to the legal manufacturer's EU rep and the NB., what immediate and planned actions would the
1. EU rep take up
2. NB take up
with the legal manufacturer ?
I guess it depends on what the complaint is for.

If the event occurred outside the EC, and it didn't involve an adverse event or serious malfunction, then both the EC rep and NB would probably take no action. The EC rep might enquire with the manufacturer regarding details, if they thought the issue could be of relevance to similar devices being sold in the EC, though. It depends on the specific rep's policy and their intimacy level with the manufacturer.

If the complaint is related to an allegedly reportable event, then the NB would probably address the manufacturer to determine the regulatory consequences; A good EC rep would probably do the same, or at least request to be fully informed with the details and the handling.

My :2cents:

Cheers,
Ronen.
 
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