How does complaint management work at ZIMM?

Complaint management at ZIMM initially distinguishes between complaints and repairs. The decisive factors are a transparent technical classification of the case, a clear statement to the customer and fast, cost-optimised processing in the interest of customer satisfaction.

When does a complaint exist?

A complaint exists when the delivered goods differ from the agreed specification or scope of delivery. In this case, it is checked how the situation should be technically classified and which further processing is required.

How does ZIMM distinguish between complaints and repairs?

In complaint management, ZIMM initially distinguishes between complaints and repairs. The classification is based on the failure analysis and the explanation of whether the cause lies in the delivered product or in the application.

What is the goal of complaint processing?

The goal is a clear statement to the customer. Depending on the result, different steps may follow:

• service-analyse
• replacement delivery
• return of goods

In addition, clearly defined corrective and preventive actions are defined.

How is a complaint or repair request received by ZIMM?

A complaint or repair request is usually received by email, by telephone through sales or directly by the service department. This starts the technical assessment of the case.

How does ZIMM check whether a return is technically reasonable?

ZIMM first checks whether a return is technically reasonable. If required, further information may be requested, in particular:

• installation information
• image material
• video material

These documents are assessed in-house. The customer receives feedback within a very short time on whether a return is technically reasonable.

How does the statement from ZIMM work?

The statement contains a transparent failure analysis with an explanation of the classification. It describes whether it is a complaint or a repair and explains why the fault occurred.

Which causes can be identified in the failure analysis?

Different causes can be identified in the failure analysis. These include manufacturing-related defects or application-related causes. The classification is important in order to determine the further processing in an objective and technically comprehensible way.

Which application-related causes does ZIMM mention?

• wear
• installation errors
• missing or insufficient lubrication
• system overload

In the case of wear, the screw jack can be returned for inspection.

Which actions does ZIMM define after the analysis?

ZIMM defines appropriate corrective and preventive actions and verifies their effectiveness. This ensures that the respective case is not only processed, but also technically completed in a comprehensible way.

What goal does ZIMM pursue in processing?

The goal in all cases is fast and cost-optimised processing in the interest of customer satisfaction. The technical assessment, the statement and the actions serve to process the case transparently and comprehensibly.