Introduction
This guide outlines the protocol for handling post-delivery complaints related to damaged or incorrect units delivered by Abbott Medical. Following these steps ensures timely resolution and maintains our commitment to quality and patient safety.
Complaint Intake and Documentation
1. Record all relevant details of the complaint, including the order number, product codes, quantity, and nature of the damage or discrepancy.
2. Request the customer to provide photographic evidence of the damaged or incorrect units, if possible, to support faster assessment and resolution.
Customer Guidance and Containment
- Advise the customer to isolate and contain the affected units to prevent accidental use.
- Instruct the customer on the immediate next steps for returning the affected products, including packaging and labeling instructions, referencing the standard return process.
Coordination with Logistics and Replacement
- Coordinate internally with the logistics team to arrange the return shipment of damaged or incorrect units.
- Initiate processing of a replacement order where appropriate, prioritizing rapid dispatch to minimize clinical disruption.
Tracking and Communication
- Provide regular status updates to the customer on the complaint resolution progress.
- Log all activities, communications, and resolutions in the ticketing system for transparency and audit purposes.
Closure and Follow-Up
- Confirm with the customer that the replacement or resolution has been received and is satisfactory.
- Close the ticket with appropriate compliance tagging and ensure all documentation is archived according to Abbott Medical guidelines.
Additional Notes
In cases involving critical or high-risk products, escalate the complaint immediately to [Designated Department or Individual] for priority handling.
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