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SUNTEK CARBON FILM FADES

Guest FAST TINT MAN

By Guest FAST TINT MAN
in Window Tinting - General Discussion

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Fiveofeen

Fiveofeen

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Posted
:wall Like the line, "Well, you are the only one complaining about it."

I need to start a thread on this specific topic.

-Howard

If your supplier is an ISO9001 Certified Manufacturer they have to take complaints seriously. If you request that your sales rep file a formal complaint there is a set process required to be taken to follow through on the complaint. That is one of the benefits to working with an ISO system.

Perhaps all reps do not take the time to do this but I do. A verbal complaint to a quality control manager is not the right way to deliver a message. We have standardized forms we complete with invoice number, batch number, roll number and a brief explanation of the issue. I always try to include a photo or film sample with it too. They are required to follow that complaint and you can even request a response from the manufacturer on the issue.

If I hear of an issue I will hit the warehouse and inspect a similar roll right away but that doesn't get down to the root issue. Turning in a formal complaint will get quality and supply chain looking into the many different inputs that could contribute to an issue. Not only that but your complaint could solve an issue that could affect other dealers who haven't even purchased a roll yet. A verbal complaint to a supplier might get you a different roll switched out and you can move on, but if you feel there is a persistent issue with a product ask your sales rep to file a formal complaint on the matter.

What to do if things go wrong?

ISO 9001:2000 in the supply chain -

In the event you are not happy with specific goods or services you receive, you should first of all bring this to your supplier’s attention. You will typically do this via the normal technical and/or commercial communication channels that have been established. Your supplier is obliged to investigate your complaint and should take appropriate actions to avoid or reduce the chances of it happening again.

If, however, you are dissatisfied with the overall performance of your supplier (for example if they continue to provide nonconforming products, do not address your complaints, or are not taking appropriate corrective action). then this is an indication of problems in their quality management system. Depending on the responses you receive, you should be aware that you can escalate your complaint via the steps described below.

1. If your supplier has a QMS that meets ISO 9001 requirements, they are required to have nominated a person – the management representative – with the responsibility and authority to ensure the system is working properly. You should find out who this is, and make a formal complaint.

2. If you are still not satisfied with the response from your supplier, and if they are certified by an independent (third party) certification body (registrar), you should bring the matter to the certification body’s attention. You can find the certification body’s name by looking at your supplier’s certificate. The certification body will investigate the problems during their surveillance audits of your supplier’s QMS, or, in critical cases, may decide to carry out an additional specific investigation.

3. If you do not receive a satisfactory response from the certification body, and if it is accredited (see Figure 1), you should complain to the relevant accreditation body. Details of any such accreditation will appear on your supplier’s ISO 9001 certificate. If you have difficulty in getting this information, you can consult the list of accreditation bodies who are members of the International Accreditation Forum on the IAF Website (www.iaf.nu)

4. If you feel that you have not received a satisfactory response from the accreditation body, and if it is a member of the International Accreditation Forum (see Figure 1), you can complain to the IAF (www.iaf.nu).

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