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.