At Philips Horticulture LED Solutions we focus on providing both high quality solutions and services. To maintain these high standards and keep our growers happy, it’s important that we follow a clear and efficient after-sales process. As a partner you play a key role here, by collecting information and communicating with our growers about quality issues.

We have recently made a few changes in how complaints are handled to make this process more efficient and consistent. Our main goal in implementing these improvement steps is to provide an effective solution for the end-user as quickly as possible. Please follow the following process when you receive a customer complaint.

• New intake form. We are currently updating our intake form and will send it to you in the next few months. Until then, please use the current intake form. The intake form is important because it is used to collect all the information we need about the quality issue, including pictures of the defects and of the sticker on the module (to avoid confusion about the type of module). The more details we have, the faster we can act!
• Routing process. The completed form should be e-mailed to your local Philips Customer Care contact person with your Philips KAM on cc. If you don’t know who this contact person is, please ask your KAM.
• Complaint number assigned. After Customer Care receives the completed form, they will register the complaint in the complaint registration system (CRS) and send the CRS number to you and the end-user. From that point on, this number should be used in all communications about the complaint, especially when shipping defects.
• Urgent issues. If you believe the issue is a critical and/or a safety issue, please make sure to indicate this on your intake form and in your communication with Customer Care and your KAM. They will then give the complaint priority within our organization.