1.0 Purpose

         In order to strengthen customer service, in order to facilitate the customer in the use of the company's products in the response to the problem of the point, can be quickly investigated and take appropriate countermeasures, in order to ensure that customers are satisfied with the company's products.

   2.0 Scope of application

      Applicable to all departments of the company's activities.

   3.0 Responsibility

   The Quality Control Department is responsible for maintaining this procedure.

   4.0 Reference Documents

      ISO9001     

   5.1 Customer Complaints.

      5.1.1 The relevant information of customer complaints in any form will be reported to the general manager/chairman by the relevant department at the first time and forwarded to the quality department for unified handling.

      5.1.2 Quality Control Department according to the relevant information to investigate the cause, and analyse and put forward the improvement of countermeasures and preventive measures, and will be issued in the appropriate form of this request. 5.1.3 The QC Department will analyse the cause of the complaint and propose improvement measures and preventive measures.

          A). If the customer sends the complaint data by E-mail, the reply to the customer can be by E-mail, but need to build a file to save.

          B). If the complaint information is sent in the form of the customer's CAR FORM, the reply to the customer can be in the form of the customer's CAR FORM, but the customer's CAR FORM should also be kept.

          C). If the customer does not have any special requirements for the reply to the CAR, the reply to the customer can be made in the form of our CAR FORM; if there are any special requirements, the reply shall be made in accordance with the requirements.

       5.1.3 Relevant departments will implement improvement measures and preventive measures and forward the results to the Quality Department.

       5.1.4 The Quality Control Department will fill in the CAR in the ‘Corrective Action/Preventive Measures Record’, make a unified number, and list the case for tracking and verification.

       5.1.5 The QC department or other personnel with FAX or E-MAIL to the customer.

       5.1.6 If the confirmation is invalid, the QC department will investigate, analyse, and issue CAR again until complete improvement.

   5.2 Customer Returns.

       5.2.1 A return for quality reasons number RMA# shall be issued by the QC Department. QC may request an evaluation of the returned sample before issuing the RMA#. Returns for non-quality reasons require the signatures of both Marketing and QC.

       5.2.2 After the QC Department issues the RMA#, it is necessary to fill in the return registration form and approval report (including the date of issue, product model, customer name, the reason for the return, the number of returned goods and their value).

       5.2.3 When a return is received, the QC department should receive and verify the return and fill out a QC flow sheet or issue a rework instruction, note down the date of receipt, the number of receipts on the return record sheet.

        5.2.4 After completing rework, testing and inspection, the method of treatment must be filled in the return record and report by the QC department.

        5.2.5 If the customer requests to reply to the bad product analysis report, QA should reply to the customer in time with the result of the bad product analysis, in general, the bad product analysis should be completed within 5 days, and the analysis report should be approved by the general manager and then reply to the customer.

      5.3 Product Recall.

       5.3.1 Recall of products delivered to customers should be considered when the products have the following conditions.

A). The product is designed to pose a safety hazard to the customer when using the product.

     B). Reliability of the product when the product is found to be non-compliant.

     C). If the calibration of a measuring instrument is found to have deviated from the original standard, a recall of the product measured by the instrument should be considered.

     D). Bad product analysis report shows that the product's performance stability is poor or affects its usability.

     E). When the environmental protection products are mixed with substances prohibited by RoHS.

        5.3.2 Recall the product model, quantity, reason, customer, and disposal method should be recorded, and fill i