How are quality complaints handled?
Quality complaints are handled by a clear, fast protocol: acknowledgment within 24 hours, investigation with retained samples within 5 working days, and a fair resolution within 15 days.
Complaint Process
| Step | Timeline | Detail |
|---|---|---|
| 1. Acknowledge | ≤ 24 h | Log the claim; request batch number, COA, photos |
| 2. Investigate | ≤ 5 working days | Cross-check retained sample, COA data, and shipment records |
| 3. Report | ≤ 10 working days | Written finding with root cause and evidence |
| 4. Resolve | ≤ 15 days | Replace, rework, or credit per contract terms |
| 5. Prevent | Continuous | CAPA, process updates, and client feedback loop |
- Retained samples from every batch are held 36 months for arbitration
- Third-party laboratory testing can be jointly commissioned if either side disputes results
- Claims beyond the agreed acceptance period are assessed on the documented evidence
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บทความนี้เผยแพร่เมื่อ 2026-09-07 และอัปเดตล่าสุดเมื่อ 2026-09-07 โดยจะมีการปรับปรุงเนื้อหาอย่างต่อเนื่อง
