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Acceptance of Customer Complaints

When any customer complaints received, the company has to apologize or express gratitude to customers, inform them that we will reply as soon as possible. Meanwhile the information should be passed to the complaints commissioner at the first time. After receiving complaints from customers in different channels, the complaint commissioner or the sales personnel should generally invest the customer's request and confirm the reasons as well as fill in the 'Customer Complaint Acceptance Form' in time with accurate record of the customer information such as contact information, product specifications, coding information, content of complaints and other necessary items that cannot be omitted. Then immediate follow-up solutions should be carried out.

Channels for Customer Complaints

For complaints received from the product service hotline telephone 4001-889-448 or 0731-8473944, the complaint commissioner should communicate with the customer by telephone and put forward handling opinions to get the customer's recognition. If successful, the complaint commissioner should immediately inform the local sales manager to contact the customer and solve the problem with the approved solution. If the telephone communication reaches no agreement, the after-sale service commissioner should arrange local business personnel to contact the customer in-personally and understand more details about the situation until both sides come to a consensus.
If serious complaints have not got a final solution in excess of the prescribed time limit, or complaints that involve an indemnity over 2000 RMB, or potential risk of mass complaints, the complaint commissioner, sales manager or business manager should arrive at the customer's location to deal with the complaint. If necessary, the branch company leader should also be responsible for on-site coordination.
If the complaint on product quality is caused by batch quality accident (the total amount of products exceeds 100), it should be directly reported to the vice president of the company who is in charge of arranging the after-sale service personnel to deal with the complaint. Relative staff in the factory should contact the customer and sales personnel at the first time after receiving instruction. They should also arrive at the customer's location when necessary and make proper solutions according to the actual complaint situation. If the planned solutions are approved by the branch company leader, the factory should be responsible for the implementation with the assistance of sales personnel.
If there are irreconcilable differences in handling complaints, customer is advised to adopt external review processes such as consumer's association, arbitration, judicial, etc.