15.4 The ways of correcting mistakes which have been made?

Ways of correcting mistakes

1) To send immediately replacements for damaged or faulty goods

2) To send immediately missing units

3) To pay full or partial reimbursement within a fixed period of time

4) To repair defective product at your own expense

5) To carry out a careful inspection and to inform your customer about its results in a report.

And many other ways according to the situation are possible.

15.5 The reasons for rejecting complaints

If you think the complaint is unjustified, you can be firm but polite in your answer. But even if you deny responsibility, you should always try to give an explanation of the problem.

These explanations can be:

1. You see no difference between the articles returned by your customer with your samples

2. The product (e.g. machine) has not been maintained or used in a proper way which is described in the instruction booklet

3. The loss in weight was clearly caused by pilferage

4. the cases have been stored and handled carelessly

5. This claim should be forwarded to the Insurance Company