How to Handle IC Technical Services Customer Complaint?

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wujian / 2018-06-22 / Tech

Customer complaints are frequently faced by electronic components distributors and factories. We must take care of it seriously! Complaints that relate to packaging and appearance are all end-user feedback, and feedbacks are customer complaints. If handled customer complaints well, then it will be good for the business, otherwise is opposite.

Precautions for Handling Customer Complaint:

1. Timeliness, the best is get back to your supplier at soon as possible.

2. Site protection, it is better to keep one to two products before suppliers do the surveyed.

3. Self-judgment and analysis capabilities, do not panic, according to the process, the problem has appeared, ability to face and solve the problem. There can be multi-pronged approach; means fewer troubles will be remain for the future.

4. Analytical tools and technical staff can speed up the procedure. Analysts must be familiar with IC device features, and then be able to read lines and requirements of customers, and then must understand the IC manufacturing and testing process.

5. Detailed reports, reports to the general feedback from the actual 3D situation, 4D is the cause of failure was found, 8D is to provide improvements. Rich experience is needed behind it.

6. The general process; client application survey, IC sample visual inspection, electrical testing, simulated client application to use analytical tools for IC monomer, non-destructive X-RAY (X-ray scan, the general test for the wire, of course, DICE can see the location, there are other exceptions) and SAT (ultrasound scan, check the packaging on the major exception), in that destructive DECAP (open cap), mainly the existence of surface rupture DICE or destroyed signs. These are the consumption costs, X-RAY and SAT are charged according to time, DECAP charges is accordance with number.

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