Consumer Complaint Retrieval

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RQA Europe's Consumer Complaint collection service ensures a speedy and professional collection of your product directly from the consumer after a product complaint.

RQA have the ability to send a locally trained professional field representative to the consumer residence to collect, replace if required, and send the sample either directly back to you or to a nominated lab for testng. RQA have nearly 20 years experience working on these types of collections on a daily basis.

The process involves:

Customer contacts the customer careline to report a problem i.e. product contains a piece of glass.
The careline staff contact RQA who in turn appoint a local field representative to collect the product from the customer.
The RQA field representative establishes contact with the customer and arranges a convenient time to collect the product.
The collection is made and the product is sent back to the manufacturer or laboratory of choice.
RQA sends a brief report to the manufacturer outlining any comments made by the consumer and any questions or concerns raised.

The RQA Consumer Complaints Retrieval programme helps our clients to:

Demonstrate they are taking the complaint seriously by appointing an independent third party.
Quick and cost efficient way to retrieve products accross Europe.
Avoid confrontation and tricky questions from the consumer upon collecting the item.
Develop a well planned press statement without initial confrontation with the consumer.

Customised proposals outlining costs can be issued for your file and you can call RQA when required. The service charge is only payable per collection made, no retainer/annual fee.

Click here for a call back from on of our experienced Project Managers. (please fill in the form, with a brief description about what your quote will need to include)

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