What should you do if customer make a complain?? (Business)

Salam,

Within 2 month i was assign to do on-job training specialize in technical. C*S*O had make a complain on our product. The complain is "no Rx EYE". Alhamdulillah, Allah had sent someone to assist me. My senior told me to do:-



1). Test Functional (to verified failure base on customer report)
2). VMI on Interface (Visual Mechanical Inspection)
3). Open housing and test functional.
4). VMI on Circuit Board (Visual Mechanical Inspection)
5). Backup old firmware, replace with new firmware and Test Functional (to ensure either firmware problem or hardware problem)
6). Troubleshoot electronic components
7). Record reading and analysis (as evidence)
8). Compare reading with good product (to find faulty component)
10). Decide to swap component for test functional

The step design for verified failure, find root cause of the problem and find the corrective action to solve the problem. All step taken must follow with supportive evidence like picture, measurement and calculation.

The following step given are suitable for electronic product. For business purpose i recommend you try for customer satisfaction. Remember, in business the important is:-
1). Fast Delivery
2). Good Quality



What ever we do, remember "Setiap perbuatan didahului dengan niat". :)