CUSTOMER COMPLAINT

SERIAL NO. DATE TIME

COMPLAINT MADE BY Ali M Al-Zain COMPLAINT RECEIVED BY Eyhab Alhifawi
CUSTOMER NAME Maaden Aluminum ACC. No. SITE

B. NATURE OF COMPLAINT (Service & Other Complaint) and Root Cause/s

As per the email subject “Late Maintenance Action”:

Having delay and slow response from the maintenance team
The customer complained about team arrival without showing up
The customer complained that the team set and enjoyed setting around doing nothing

C. ACTION TAKEN / AGREEMENT REACHED NCR REF. NO.

Actions:
1) Checked the call logs from TCS team to check arrival and their phone follow ups
2) Replied to the customer email that the team was communicating with PTW directly as per his
instructions
3) The customer replied back with apology to his complain as a recall of all accusations

Agreements proposed:
1) MA to use active PO-6141910792 to issue MA IDs
2) MA to schedule Work Permit sessions and exams
3) MA to provide work permit issuer and receiver at our visits schedule

Agreements Reached:
The customer be aware and learned that Warranty Terms and Conditions does not fit his expectations neither
controlled by any SLA.

Case closed Originator:

Qassam Diab
Case going to arbitration
DATE SIGNATURE

C03 ISSUE 1/REV.01 Date: 15.08.2017