We handle and manage Customer Complaints by considering the principles of customer orientation, confidentiality, transparency, and legal requirements. We implement an effective "Customer Complaint Management Process" to transform customer complaints into customer satisfaction and support continuous improvement by allocating the necessary resources to improve this process.

Customer Complaint Management Process

Customer Complaints are submitted to the Customer Relations Department through channels such as Web Address (www.lstr.panasonic.com), Hotline, Live Support, Complaint Platforms, Social Media by adding product images (video or photo).

Submitted complaints are recorded in the Customer Relations Management (CRM) program and the complainant is notified by e-mail or SMS.

The complaint record, video or visuals, product(s) are forwarded to the relevant departments to investigate the situation subject to the complaint.

In cases where it is not possible for the product or product images to be shared by the customer, etc., an on-site inspection is carried out.

Situations subject to customer complaints are examined by the relevant departments.

For complaints that take more than 3 business days to be reviewed, the complainant will be notified via e-mail or SMS.

When the complaint is resolved, the complainant is notified by e-mail or SMS.

For notifications exceeding 5 business days or in cases where it is requested to learn the status of the complaint, the complainant can get information from the hotline with the CRM number.

Within 2 days after this notification, the complainant is informed about the closure of the complaint by conducting a survey via a call.

Customer complaints are analyzed to increase customer satisfaction and improve the Customer Complaint Management Process.

Our Customer Complaint Management Policy