After-Sales Process for Replacement Laptop Adapters

 

1. Non-quality problems

Ø Confirm details with customer, and confirm material problem internally.

Ø Send a form to customer, let the customer fill in related problems.

Ø Give solution within 2 days.

 

2. Quality problems

(1) Defective rate within 1%

Ø Confirm with customer about quality problems details, including, model, quantity, reason,etc.

Ø Confirm quality problems with PMC and engineer

Ø Send a form to the customer to fill in for data collecting.

Ø According to final confirmed form, deliver new replacement adapters to customer in next order.

 

(2) Defective rate over 2%

Ø Confirm with customer about quality problems details, including, model, quantity, reason,etc.

Ø Confirm quality problems with PMC and engineer

Ø Send a form to the customer to fill in for data collecting.

Ø Send customer complaints report to customer, the form should go through responsible sales, PMC,engineer and factory line.

Ø Track at least the customer’s next three orders for complaints of quality problem. Stop trace the problems until it has been cleared.