Daimler- Complaint Management

If the dealer mentions that the services were provided under Goodwill, what needs to be selected under Bill to Type

• Warranty

• Post Warranty

• Goodwill-Full

• Goodwill-Partial

How do we calculate MSV timeline?

• Complaint Opening Date - MSV Reach Time

• Complaint Opening Date - MSV Start Time

• Complaint Closing Time - MSV Reach Time

• MSV Start Time - MSV Reach Time

If MSV timeline is more than 4 hours, can CSC select Reason for Delay as Others?

• Yes

• No

Select the right complaint description format

• Engine not starting. (VOR @ offroad location,RJ). Kms:20,000

• Engine not starting. (VOR @ offroad location,Rajasthan). Kms:20,000

• Engine not starting. (VOR@offroad location,RJ). Kms:20,000

For example, if the MSV timeline crosses 4 hours by one minute, i.e 4:01 will you specify the reason or ignore?

• Yes, will mention the reason

• Not required as only one minute crossed

• Not required as is still within the timeline of 4 hours

Consider if the MSV started at 12AM and MSV reached at 7PM, will the distance be considered?

• Yes, needs to be considered

• No, not required to consider

Under the below example, mention the right format for writing Action Taken

• Engine Motor Replaced.

• Engine motor replaced.

• Engine Motor replaced

If the dealer calls at the toll free number and asks CSC to take the complaint, that scenario, what should CSC do?

• Should raise the complaint

• Ask dealer to contact at the special dealer number

• Not updated regarding this

If CSC named "A" has to do the follow up but he diverts the complaint to the concerned member"B" who has raised the complaint, what should be the action against CSC "A"?

• No action, as he can do the same

• Action will be intimation that this practice is wrong

• Action is First Warning will be issued

Does CSC has the right to contact directly FSM failing to follow the escalation matrix in any scenario?

• Yes, can call at anytime

• No, need to follow the escalation matrix