Case 1

Background

Purchase date is 2018/2/10, due to touchscreen malfunction, customer called Customer Service hotline on 2019/2/11 consulting if the phone can be repaired in warranty. Customer Service agent told customer the device is already out of warranty so cannot be repaired in warranty and explained the warranty policy. Customer didn’t accept the explanation and said that the device was only out of warranty for 2 days and customer haven’t called us due to the long Spring Festival. Customer wanted to complain about the warranty policy.

Process

Complaint handling specialist called the customer back on 2019/2/11 and informed customer to give 10% discount for repair fee. And also explained to the customer again that cannot give warranty as the device did expire the warranty period, hope customer can understand.

Result

Customer is not satisfied with the handling result and gave up repair. 

Case 2

Background

Purchase date is 2018/2/4, the customer called Customer Service hotline on 2019/2/11 for repair and delivered the phone on the same day. Service Center accepted and assessed the phone on 2/13 and found the problem is that the device cannot be turned on, thus mainboard need to be replaced. Service Center informed customer that the repair fee is 4100. Customer insisted the phone should be repaired in warranty and didn’t accept SC repair fee. On 2/14, customer called Customer Service hotline again to complain and
mentioned the reason why he didn't contact us earlier is because of Spring Festival. Customer threaten to complain to the Consumer Protection Bureau if it cannot be repaired in warranty.

Process

On 2019/2/15, complaint handling specialist contacted the customer and informed him that the device can be repaired in warranty.

Result

Customer is satisfied with the solution. 

Comments

The 2 cases are handled very efficiently. Complaint handling specialist contacted the customer on the same day of complaint or next day, which is exactly what we should do when handle complaint cases.
In the condition that customer requested repair in warranty while the product warranty is expired. Firstly, we should explain to customer according to warranty policy that the warranty cannot be provided and hope customer can understand it. If customer strongly requests warranty and the warranty expired no more than one week, we can refer to the above cases for processing flexible and aimed at customer satisfaction.