About Complaints

Information obtained from a customer is stored as a complaint. A representative from the customer's organization provides the details and a user from the support unit of the reported item manufacturing company creates the complaint. A complaint consists of one or more events. An event is an incident that may involve multiple reported items. The incident or occurrence may be due to deficiency or fault in the product. Therefore, a formal investigation is carried out.

A complaint is related to the reporter, who is the designated as the point of contact for the complaint.

Some problems may not relate to a fault in the product. If a customer needs more information about the product to clarify doubts or obtain additional knowledge, the request is considered as an inquiry. Similarly, if a customer wants a product serviced, it is considered as an equipment service request.

An event is a noteworthy occurrence or incident that involves one or more reported items. That is, when a customer encounters a problem with an equipment, a user from the support unit of the model manufacturing company creates the complaint and provides relevant details. When the complaint is created, an event is created for each problem reported by the customer's representative. The first event created in a complaint is designated as the primary event. After you create multiple events, you can designate any event as the primary event. An event is associated with one complaint only.

An event is associated with one or more models. When the complaint is created, the selected model is added to the event. You can add more models to events later.

In case of a medical event, you can add a patient to the event. You can add only one patient to an event. If multiple patients are affected by the incident, you must create multiple events.