Usage:  

The Customer Complaint form appears with the Submission tab. Details in this tab should be filled in when complaints are registered.

 

Navigation: Customer Complaint Manager form > Open an existing complaint > Submission    

(Complaint Manager in the Main menu or open the Customer form first > select a customer > then navigate to Customer menu > Customer Complaints ) .  

 

Complaint Investigation form with Submission tab

 

What are the options on this form:

1.Type of Complaint - This option is used to categorize the complaint. To define possible types please see File > Global Settings > CRM Lists > Complaints > Types topic.

2.Product/Appliance - This option is for users to select the product that has the problem

3.Assistant - This field is for users to enter the name of anyone who assisted in registering the complaint

4.Products with

➢Group

➢Sub-Group

➢Product

5.Submission Error Codes - There are 3 levels of error codes which identify the problem with the product. Level 2 options are dependent of Level 1 option selected and Level 3 is depending on Level 2. For example, you select “Material Failure” for Tier 1, then the possible option for Tier 2 could be “Crown” and the possible option for that would be “Trimmed too long”. This will provide the necessary information to evaluate the problem and improve the process.  These values are defined in File > Global Settings > CRM Lists > Complaints > Error Codes Tiers form

6.PMDR - Potential Medical Device Recall  

7.Warranty - Select yes if the product is still in warranty

8.Sending Returns - select Yes if doctor is returning the case

9.Prefs. Changed - select Yes if customer preferences where changed to prevent this in the future.

10.Complete Submission - if checked then the user name and date will be automatically filled in after save.

11.Case Info - complaint can be created only based on a case, so the case that corresponds to the selected complaint is displayed in Case Number field. You can view the case by clicking on .  

➢ Also the Patient Name , the case creation date and the invoice date are displayed.

➢Remake of - case number is entered if the case is a Remake Case. You can view the case by clicking on .  

12. Customer info

➢Location of MFG - is populated with the list of Labs from DLCPM where the case was manufactured.

➢Country - customer's country is displayed.

➢ Customer ID and Name is displayed.

13.Nature of complaint - space for additional notes and comments. To add Notes click on , type the info and click OK.

14.Resolution -  space for Resolution notes and comments. To add Notes click on , type the info and click OK.

 

See also:

Customer Complaints form description