Comments, Suggestions, Feedback, Complaints

Topics:

• How to document customer comments, suggestions, complaints
• Owner or Prospect or Trade has comments, expectations, wishes to share on any product feature, function, or design
• Prospect or Trade requests a unit of a certain style, size or with certain features currently not made
• Where to document a design suggestion
• Feedback, complaints on products, processes, service/install experience

Answer:

1. Let the caller know that their comments, suggestions, and/or concerns are very important to us, and they will be shared with our internal teams for consideration or resolution. Depending on the comment or complaint, a case may be shared with the following: Engineering, Design, Marketing, Field Operations Managers, etc.
2. Create a Case. 
   • Comment:
     • Case Type: Comment
     • Case Sub Type: Select from filtered list
   • Complaint: 
     • Case Type: Complaint
     • Case Sub Type: Select from filtered list
   • Description: Include comment or complaint details. 
3. Resolve Case.

Note: Comments and suggestions are available for Design, Marketing, and Reliability teams. Customers are not updated on the status of their suggestions. Share service/install company compliments or complaints with the appropriate Field Operations Manager using the Case Timeline Email function.