Customer Complaint Process

CUSTOMER EXPERIENCE, ENGAGEMENT and SATISFACTION are IMPORTANT to us.

We welcome and VALUE TOUR VIEWS of ways we can IMPROVE!

Do you wish to lodge a complaint against our PRODUCTS or SERVICES?

We would love to hear from you! Please follow the simple steps below:

Step 1: Lodging of Complaints
  • You can lodge a complaint by filing the complaints Form or you may email your complaint on the following email address: info@rcmanubhai.comfj or you may raise your grievance in writing.
  • Any concerns raised in feedback or complaints will be dealt with within a reasonable time frame of 10 working days.
  • In order for us to help you, please provide the following information while lodging your complaint.
    1. The contact information of person making a complaint
    2. Evidence such as purchase receipts, account number, delivery docket etc.
    3. The remedy sought and
    4. Any other information you may think relevant.
Step 2: Responding to Complaints
  • C. Manubhai team will promptly acknowledge receipts of all complaints.
  • C. Manubhai team will assess and prioritize complaints in accordance with the urgency and/or seriousness of the issue raised.
  • C. Manubhai team is committed to managing consumers expectations as such we will try to inform the possible or likely outcome of your complaints.
Step 3: Assessment and Addressing of Complaints
  • Where possible, complaints will be resolved at first contact by R C Manubhai team.
  • C. Manubhai team will assist the customer to understand the issue and remedy sought, if matter can be resolved by R. C. Manubhai team.
  • Where appropriate and possible R. C. Manubhai team may involve the complainant in the development of the resolution of their complaint.
  • C. Manubhai team will investigate your complaint and may consider possible reedy from range of broad potential remedies, depending on the circumstances of the complaint and the outcome sought by you.
  • The outcome of the complaint will be conveyed in writing to you by R. C. Manubhai team.
  • If you do not agree with the outcome or remedy proposed for your complaint by R. C. Manubhai you can confirm R. C. Manubhai Team immediately.
Step 4: Unresolved Complaints
  • Unresolved complaints include those where consumers do not agree to proposed outcome or remedy to your complaints.
  • Complaints which are not resolved due to unforeseen circumstances.
  • All such complaints will be forwarded to Fijian Competition and Consumer Commission for independent assessment, analysis and investigation.

R C Manubhai Group - Hardware Retail Consumer Complaint Form

    Customer Information

    Complaint Details

    Supporting Documents (Optional)

    Preferred Resolution Method

    Product Returns

    Initial Contact
    • Customer approaches the store or contacts Sales/customer service via phone, email, or online chat.
    • Gather basic information: name, contact details, product details (model, serial number, purchase date), and description of the issue.
    Verification
    • Verify the purchase: check the receipt, invoice, or order confirmation.
    • Confirm product warranty and return policy validity.
    Acknowledgment
    • Provide the customer with a unique complaint reference number.
    • Acknowledge receipt of the complaint and inform the customer of the expected resolution timeframe.
    Problem Assessment
    • Conduct a preliminary assessment of the problem: inspect the product, ask for photos or videos if the complaint is online.
    • Determine if the issue is a product defect, user error, or external factor.
    Resolution Options
    • Offer potential solutions:
      • Repair: Arrange for the product to be repaired in-store or by an authorized service center.
      • Replacement: Provide a replacement product if the hardware is irreparable.
      • Refund: Process a full or partial refund depending on the return policy and warranty terms.
    Action Plan
    • Execute the chosen resolution: issue a repair order, process the replacement, or initiate the refund.
    • Update the customer regularly on the progress of their complaint.
    Follow-Up
    • Contact the customer after the resolution to ensure satisfaction.
    • Request feedback on the complaint handling process for continuous improvement.
    Documentation
    • Record all details of the complaint, actions taken, and final resolution in the customer service database.
    • Analyse complaint data periodically to identify trends and areas for improvement.
    1

    Complaint Initiation

    (Customer submits complaint)

    2

    Verification

    (Validate details & documents)

    3

    Acknowledgement

    (Provide reference & response time)

    4

    Problem Assessment

    (Investigate issue & root cause)

    5

    Resolution Options

    (Evaluate possible solutions)

    6

    Action Plan

    (Implement resolution & inform customer)

    7

    Follow-Up

    (Ensure customer satisfaction)

    8

    Documentation

    (Record details & actions taken)