Every complaint is more than just a malfunctioning device it’s a matter of trust, transparency, and a culture of quality.

When a repaired device doesn’t perform as expected, a process begins that may seem simple at first glance, but in reality, it involves significant effort: logistics, communication, troubleshooting, documentation, and ultimately, trust between us and our customers. That’s exactly why we don’t just take complaints seriously, we’ve built a structured system to handle them efficiently and fairly.

How Do We Handle Complaints?

1. Immediate prioritization:
Complaints are always given top priority. The affected device is immediately flagged and goes through an initial inspection.

2. Preliminary assessment by the foreman:
Our foreman reviews what was done during the initial repair and checks whether anything may have been overlooked. If the fault lies with us, it is thoroughly documented and forwarded to the responsible technician for review.

3. Transparent communication:
We inform the customer about the results of our analysis. If the fault is on our side, we of course correct it free of charge. If, however, the error is caused by incorrect handling, an installation mistake, or a connected faulty component, we communicate this clearly and work together to find a solution.

Documentation as a Key to Transparency

After every repair, a functional test is conducted including a checklist and a function video.
This video serves not only as proof of functionality at the time of shipping but also as a valuable tool to help customers with troubleshooting in their own systems. In many cases, the video alone clears up misunderstandings or helps identify hidden issues in the surrounding setup.

Common Causes of Complaints

Despite great care, complaints can still occur, often due to external factors:

• Damage during shipping
• Loss of the device by the shipping provider
• Loss or incorrect transmission of parameters
• Incorrect parameterization or wrong configuration upon installation
• Recurring issues shortly after operation resumes
• Decreased performance or unexpected behavior despite successful repair

Our Complaint Rate: Below 2%

Thanks to standardized processes, detailed documentation, and technical quality assurance, our complaint rate is consistently below 2%.
We analyze every case internally to learn from it, both for our clients and for ourselves. We categorize sources of error, eliminate root causes, and optimize workflows. Our goal is clear: to continuously reduce this rate even further.

Conclusion: Complaints as Part of a Quality Culture

No one wants complaints. But when they happen, they reveal the true strengths of a service provider.
Our customers value our transparent approach, quick response, and dedication to resolution.
For us, it’s not just about the repair, it’s about long-term functionality and the trust that comes with it.

📞 Please feel free to contact us with any questions regarding your drive technology. Our experienced team is always ready to assist you.