Customer Complaint Resolution Process

Escalation Process 1

No feedback to
complaint in 48 hours

Reminder Email to Dealer’s GM, SM, A/S

CC: MBEg Director S/M, Director A/S.
Sales Senior Mgr

MBEg to communicate
with dealer for solution
(if required)

Case Resolved in 2
Yes
business days?

Close and report NO

to Raya Reminder phone call
To: Dealer GM, SM, A/S

Case Resolved in 2
business days?
Yes

NO

Report to MBEg CEO,

Director S/M, A/S