Customer Complaint Report Format
Customer Complaint Report Format
Prepared by: [Your Name]
Company: [Your Company Name]
Date: [Date]
I. Customer Information
A. Customer Details
This section captures the essential details of the customer lodging the complaint, which include:
|
Name |
Johann Harvey |
|
Contact Number |
222 555 7777 |
|
Email Address |
johann@you.mail |
|
Address |
San Francisco, CA 94102 |
II. Complaint Details
A. Description of Complaint
The customer reported dissatisfaction due to a malfunctioning product received. Specifically, the "SmartWatch Ultra X2050" experienced persistent software glitches, including screen freezes and connectivity issues with other devices. These issues occurred shortly after the purchase on September 10, 2050.
B. Date of Complaint
The complaint was officially recorded on September 25, 2050.
III. Product/Service Information
A. Product/Service Involved
This section details the specific product or service in question:
|
Product Name |
SmartWatch Ultra X2050 |
|
Order Number |
#123456789 |
|
Purchase Date |
September 10, 2050 |
|
Warranty Status |
Active until September 10, 2052 |
IV. Investigation Findings
A. Details of Investigation
After reviewing the product logs and the customer’s feedback, it was determined that the software issue was a result of a system update failure during the first sync process with the customer’s devices. Furthermore, analysis of the smartwatch's diagnostic data indicated a compatibility issue with the customer's older smartphone model.
Additional internal investigations revealed that several units from the same batch also reported similar issues, pointing to a defect in the firmware update process.
V. Resolution/Action Taken
A. Actions Implemented
-
Apology Issued: A formal apology was sent to the customer on behalf of the company, expressing regret for the inconvenience caused.
-
Replacement Product Sent: A brand new SmartWatch Ultra X2050 was dispatched to the customer, free of charge, on September 28, 2050.
-
Firmware Update Fix: The development team promptly released a firmware patch to address the compatibility issue and prevent further occurrences.
-
Extended Warranty: The customer was provided with an additional six months of warranty, extending coverage until March 10, 2053, as a goodwill gesture.
-
Customer Service Voucher: The customer was given a $50 voucher for future purchases as compensation for the trouble.
VI. Date of Resolution
The complaint was successfully resolved and closed on October 2, 2050.
VII. Follow-Up Details
A. Follow-Up Communication
A follow-up email and phone call were conducted on October 3, 2050, to verify the customer’s satisfaction with the replacement product and the resolution process. The customer expressed appreciation for the quick response and the extended warranty. Feedback also indicated that the new smartwatch was working perfectly and met all expectations.
