Customer Complaints
The regulated half of a complaint, which a service case cannot carry: the reportability decision, its clock, and whether the product actually failed.
Where to find it
- Module: Manufacturing
- Group: Control
- Section: Quality Events
- Screen: Customer Complaints
Address in the console: /mfg/complaints
List · 12 columns · 19 fields on its form · 1 of them required · 5 actions
What the list shows
These are the columns of the list, in the order they are drawn. Any of them can be sorted on, filtered on, hidden, or exported.
| Column | Kind | Field name |
|---|---|---|
| Complaint | Code | complaint_no |
| Customer | Text | customer_name |
| Item | Code | item_no |
| Lot | Code | lot_no |
| Severity | Status | severity |
| Reportable | Text | is_reportable |
| Report by | Date | reportability_due |
| Overdue | Text | reporting_overdue |
| Injury | Text | involves_injury |
| Outcome | Status | investigation_outcome |
| NCR | Code | ncr_no |
| Status | Status | status |
The form
What is asked for when a record is created here. Required fields are marked; a choice drawn from a configuration list is one an administrator can extend without a release.
| Field | Type | Choices | Notes |
|---|---|---|---|
| Service case | Choice | Looked up from existing records | A complaint is already a case. This record adds only the regulated half. |
| Customer | Choice | Looked up from existing records | |
| Item | Choice | Looked up from existing records | |
| Lot | Text | ||
| Serial | Text | ||
| Quantity | Number | ||
| What the customer says required | Long text | ||
| Category | Text | ||
| Severity | Choice | critical, major, minor, cosmetic | |
| Reportable to a regulator | Yes or no | ||
| Reportability reasoning | Long text | ||
| Report by | Date | ||
| Regulator | Text | ||
| Report reference | Text | ||
| Involves an injury | Yes or no | ||
| Investigation outcome | Choice | confirmed_defect, not_confirmed, use_error, expected_behavior, transit_damage, counterfeit, inconclusive | |
| Nonconformance | Choice | Looked up from existing records | |
| CAPA | Choice | Looked up from existing records | |
| Sample received | Yes or no |
What you can do here
Investigate primary
Asks for confirmation: Start the investigation of this complaint?
Await sample
Asks for confirmation: Wait for the customer to return the sample?
Respond
The answer to the customer
Asks for: Response* What was found
Close
A reportable complaint needs its report reference first.
Asks for confirmation: Close this complaint?
Cancel
Asks for: Reason*
* required
The rules that apply here
Everything on this screen obeys the platform rules rather than rules of its own. The ones worth knowing before you use it:
- Narrowing a list — search, conditions, sort, totals, export and saved views.
- What may be changed — the five grounds a record may not be edited on.
- Companies and business units — what the switcher above this list is doing to it.
- Creating a record — required fields, where choices come from, and how the number is allocated.
- Importing a spreadsheet — this screen accepts one, and it runs through the same rules as typing.