COMPLAINT HANDLING
RULMENTI S.A. Barlad ensures easy and free access for clients to address a complaint and for expressing opinions on how to handle them. WE ARE CONSISTENT IN COMPLAINT HANDLING POLICY in accordance with the requirements of ISO10002: 2004
Claims can be submitted in writing by:
- www.urbgroup.com / Contact / Quality- Environment or www.urbgroup.ro / Contact / Sales;
- email, fax, post office in one of international languages, the attention of Quality Manager - Environment (Management representative for complaint handling ) or Sales Manager.
- If the customer has a disability (blind), he can make a verbal complaint by telephone, nr. 0235.41.21.20 ext 525 and 532; in this case responses to complaints are sent by telephone, audio cassette, audio CD.
Customer may denounce:
- lack of compliance on the quantity and delivery delays in product delivery not later than 40 calendar days after their arrival on the destination but no more than 90 calendar days from the date of products delivery;
- lack of conformity of products quality in the following terms:
- packing defects within 90 calendar days from the date of delivery;
- quality defects, oxidation, corrosion in less than two(2) years from the date of delivery;
- noncommercial practices, failure to comply with commitments;
- negative attitude or inappropriate behavior of staff that comes in direct contact;
- other types of problems
If until the expiry of time from above the client does not denounce the lack of conformity, then RULMENTI SA Barlad is exonerated from any responsibility regarding the conformity of products.
Complaints must provide the following information:
- identification of the company or person that makes the complaint - name, address,. phone, email, fax, contact person;
- subject, complaint content: complaint reference nr., time of complaint detection and description of location occurrence, mounting and operating conditions of the product, problem itself / lack of conformity and the cause generating, verification results and methods of verification used, pictures of products in which URB mark is visible (KRS), reference documentation, length of delay in delivery;
- option, the settlement required
- annexes, as appropriate, mail services package with samples / batch returned.
After receiving complaints, we confirm within 2 working days of receipt to the address specified by the customer, they their complaints were recorded, analyzed / investigated and we will send a response documented with actions taken, deadlines and responsibility for complaints handling.
When documents / samples received for analysis are inconclusive, we request customer additional information.
Transmission period of the response to customers is 15 days from the receipt of documents / complete evidence. In the case of well-founded complaints, the ‘’8D’’-8 Discipline method is used for investigation.
Responses for complaints handling may include actions relating to:
- replace / fix defect products;
- compensations, reimbursement of product value, within a period agreed by both parties.
- information and technical assistance
- delivery of missing quantities;
- our apologies
Replacement, repair of defective products and compensation will be paid by RULMENTI SA Barlad own expense, if complaints are justified.
In this case it is necessary to fulfill the following requirements:
- product has been exploited for use as prescribed in the URB catalog and other technical information made available;
- product use by the customer for special applications will be made with the prior approval of SCRULMENTI SA Barlad;
- defect is not due to negligence or improper handling of the client or the defect is not due to other causes beyond the control of RULMENTI SA Barlad, including further deterioration of the delivery, during transport from Romania to other destinations;
- inspection and testing RULMENTI SA Barlad, have shown that the product was assembled, lubricated and properly operated, did not suffer overload, higher speeds than the prescribed rules.
Complaints enjoy the same priority, regardless of their subject and are treated impartially, objectively and fairly.
We respect the customers privacy. Customers personal data are protected from disclosure and are available only for complaints handling.
If the applicant is not satisfied with the proposed settlement, after exhausting of all internal possibilities for friendly settlement ,he can appeal for external conciliation , RULMENTI SA Barlad shall notify the client the possibility of external appeal: he may apply to the arbitrary competent judiciary courts according to contract and Romanian legislation.
Within complaints handling process, we inform the customer in writing of the time limits/status of corrective / preventive measures including improvement set for their resolution. When the terms of settlement cannot be met, we inform the customer on their complaints final resolution offset until completion.
Complaints are considered closed / completed if the client is satisfied with the solution adopted and the complaint handling process has eliminated the causes of the nonconformities.
RULMENTI S.A. Barlad constantly monitors complaints handling process.
The result of monitoring represents the input data for the Management review.
In 2011, the evolution of these indicators was:
- Number of complaints /1.000.000 Pcs. sold =3.49 (decreased from 4.76 in 2010)
- Customer satisfaction level, regarding complaints handling =3 (maximum possible is 4).
Our objectives for 2012 are:
- reduce the specific number of complaints by 10% compared to 2011;
- increase customer satisfaction level regarding complaints handling by 10% compared to 2011.
Your satisfaction, including regarding complaints handling is very important to us.
Please answer /respond to our ‘’CUSTOMER SATISFACTION EVALUATION QUESTIONNAIRE’’.
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