We handle and manage Customer Complaints, considering customer focus, confidentiality, transparency, objectivity principles and national and international standard/legal requirements.

We promise to apply an effective “Customer Complaint Management Process” ISO 10002 condition with the purpose of transforming Customer Complaints into customer satisfaction and support continuous improvement by allocating sources necessary for improving this process.

Customer Complaint Management Process

Customer Complaints are communicated to Customer Relations Department together with product images (video or photos) through channels like Web Address (ewtr.panasonic.com) Hotline, Live Support, Complaint Platforms, Social Media.

Products which are the subject of the complaint are claimed to be sent to our facility for examination, if it’s possible.

Communicated complaints are recorded to Customer Relations Management (CRM) program and complainant is informed via e-mail or SMS.

For the case which is subject of the complaint to be examined, complaint record, video or images and also product(s) are delivered to the Corporate Quality Assurance Technical Service department.

In necessary cases where it’s not possible for customer to share the product or product images etc., carries out on-site examination.

Cases which are the subject of the customer complaint are examined by Corporete Quality Assurance Technical Service department.

The period for solving customer complaints is 5 business days.

For complaints examination of which takes more than 3 business days, complainant is informed via e-mail or SMS.

When the complaint is solved, complainant is informed via e-mail or SMS.

In the cases which notification exceeds 5 business days or complaint status is claimed complainant may obtain information from hotline by providing CRM number.

Information on closure of complaint is obtained from complainant by conducting a survey on through a phone call, made 2 business days after this information is provided.

Our Customer Complaint Management Policy