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Service Procedures

  • Service calls are received from the customer/user.
  • Any Service Call received at ARPSL shall first be entered in the "Customer Call Register" indicating the Date and Complaint No. Before logging all other particulars
  • 'Call Date & Time and Call received by ' are listed to keep track of the identity of the person who received the call and the time of its receipt.
  • Customer Complaint Reference Number is provided to capture information for future analysis.
  • Mandatory details to be provided while logging a service complaint
    • Customer Name
    • User (Site) Address / Location & Landmarks
    • Contact Person at the Breakdown site
    • Land Phone / Mobile
    • System Rating, Model & Sl. No.
    • Date of Supply, if available with the customer
    • Nature of complaint - use the following abbreviation
    In case the details received are inadequate ARPSL Service personnel shall obtain all the required details from the customer or source internally from records or other departments.

  • Complaint site location - If it is out of jurisdiction of the service location registered the complaint then the customer complaint is transferred to the nearest ARPSL service location
  • Nature of complaint - By verifying the data provided by the customer with our records. If nature of complaint is identified and confirmed then the customer complaint is transferred to the concerned departments.
  • Refer the matrix below for the nature of complaints and departments concerned.

    Abbreviation
    Nature of Complaint
    Department
    SS
    Short Supply
    Supply chain management (henceforth SCM)
    TD
    Transit damage
    SCM
    WS
    Wrong supply
    SCM
    CA
    Corrective action/design Change
    RAD/Engg.
     
    Installation & Commissioning
    Service
    RM
    Routine maintenance
    Service
    MC
    Maintenance contract
    Service
    BD
    Breakdown service
    Service

  • The Customer complaint registered is then assigned to a Service Personnel. The break down (major field failures) calls shall be treated as critical and according priority.