Post Installation Complaint - What to do?

Post Installation Complaint:

If a customer contacts us after the installation and reports that something is not working properly or that the installation may have been done incorrectly, follow these steps:

1. Acknowledge the customer’s message.
   Reply to the customer confirming that you received their email and that you will review the issue with the installer.

2. Contact the installer.
   Forward the customer’s message to the assigned installer and ask whether they still have installation documentation, such as:

   • photos

   • screenshots

   • installation notes

3. These materials help verify whether the issue is related to the original installation.

4. Clarify responsibility.
   With the installer, determine whether:

   • the issue is related to the original installation and requires a follow-up visit, or

   • the issue occurred after the installation, in which case SBPM and the installer may not be responsible.

5. Inform the customer of the next step.

   • If the installation needs correction, coordinate with the installer for the next steps.

   • If the issue is outside the original installation scope, ask the customer whether they would be interested in receiving a proposal for fixing the issue.