Cutisin at the international fair IFFA 2010

Cutisin at the international fair IFFA 2010

Cutisin

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Reclamation

The customer has the right to make a complaint depending on the type of goods within the 12 months guarantee period from the dispatch date from Devro s.r.o. warehouse:

  • Edible collagen film - EDICOL, EDICOL-R, EDICOL-T
  • Edible collagen sausage casings DEVRO
  • Edible collagen sausage casings CUTISIN
  • Collagen salami and ring casings CUTISIN
  • Plastic casings CUTISIN
  • Nets for meat products SCOTNET

Edible casings without sorbate (SF) have only 8 months guarantee period.
Plastic casings with RTU modification and Miniplastics have only 6 months guarantee period.
The complaint may be filed personally with the sales representatives or over the phone through the Customer Sales Service department.

The complaint shall contain the following information:

  • Type and calibre of the casing including type of converting
  • Identification numbers of cases, possibly the invoice number
  • Description of the problem
  • Description of the processing conditions
  • Samples

Claimed goods have to be demonstrably purchased either directly in Devro s.r.o. If the customer is requested for supplying samples these have to be identified in such way that their origin is obvious (case identification number – preferably second part of copy of the label from the case or caddy) and they have to be in good condition (not contaminated, deformed or damaged in any way). Edible collagen casings, collagen film, cellulose casings or casings with RTU modification have to be hermetically sealed (preferably in the original packaging).

Justification of the complaint is verified based on the maximum amount of background. Manufacturing documentation is used, results of tests and the result of field test. Background is completed with all available sales information.  

The Quality Control Department manager in Jilemnice and Quality Control Department Manager in Slavkov (depending on the type of claimed product and type of defect) are responsible for verification of the complaint justification as well as for recording the result into the form.

The appropriate Quality Control Department Manager informs the sales representative about the complaint justification verification results directly over the phone. The decision regarding settlement and compensation always depends on the appropriate sales representative. 

If the character of the of the complaint is such that it requires visit of test of the goods in the field, the Devro s.r.o. representative – sales representative and/or the services technician has to be able to entre the operations or warehouse in order to find out the actual situation and origin of claimed goods, storage conditions, technological procedure and technical condition of the equipment the goods were processed on. He also has to be able to take samples for laboratory analysis and test kitchen. The purpose of this visit is also qualified determination of corrective and preventive actions in Devro s.r.o. so that recurrence of the complaint in the future is prevented.

Test in the field:

  • Service technician acts as the company representative
  • Determines the actual situation and origin of claimed goods stock
  • Reviews formal part of the complaint
  • Reviews storage conditions
  • Reviews technological procedure and technical condition of equipment that the claimed goods are processed on
  • Personally takes samples for lab analysis and test kitchen
  • Agrees with the person responsible the course of the test
  • Informs the customer with the test results
  • Instructs the customer about the best way of processing the casings
  • Agrees on further steps with the customer
  • If it is possible to settle the complaint based on the information available and it is possible to settle the complaint immediately then it is possible to do it
  • A report has to be written about each visit

If the complaint is settled and a decision is made to return the goods to the company Devro s.r.o. with the following financial compensation, the credit note associated with the appropriate invoice will be issued only after the goods are returned. If the goods are not returned within 60 days the complaint will be settled as unjustified.

If the quantity of returned goods is higher than 20.000 m of EC or MR, 5.000 m of NEC, RC or PC and 1.000 m of tubular film, the credit note for returned goods can be issued only after the goods are returned back to the manufacturer in the original packaging. Reasonable exceptions have to be approved by the appropriate sales representative and quality control department manager.

The complaint is considered to be justified if the goods parameters do not correspond with the manufacturing specification and/or or it is verified by Devro s.r.o. service technician that it is not possible to process the goods in a standard way (even though it corresponds with the specifications) or it is verified that a mistake has been made on part of Devro s.r.o.

The complaint is considered unjustified if the goods correspond with the manufacturing specifications and/or it is verified that it is possible to process the goods in the way agreed with the customer. The complaint is considered unjustified if the guarantee period is expired or if it is established that the failure or damage of the goods was caused by the fault on part of the customer by not observing the agreed procedure during processing or storage of goods.

Justification of the complaint cannot be reviewed if the person receiving the complaint requested sending of usable samples of claimed goods and the customer did not deliver the goods within 60 days period. If it is not possible to review the origin of goods, actual condition of goods or if the customer does not have the claimed goods or does not delivered sufficient information then the claimed is considered non-qualifiable.

If the claimed problem in the field is apparent and it is not therefore necessary to verify the complaint then it is necessary to record the way the complaint was verified into the report.

Devro s.r.o. undertakes to professionally review justification of the complaint within 30 days from the delivery of the samples (possibly otherwise based on the agreement with the customer); consequently the sales representative will settle the complaint with the customer.

Complaints within affiliate sales are governed by Devro group obligatory procedure: GLOBAL SUPPLY CHAIN PROCEDURE – AFFILIATE TRADING – COMPLAINTS