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1. Purpose
This Complaints Resolution Policy aims to ensure that all customer complaints are resolved fairly and efficiently. We are committed to providing a transparent and flexible process for resolving issues that arise.
2. Scope of dispute and complaint handling:
SEMIKI Measuring Equipment Co., Ltd. resolves all disputes and complaints related to:
· Transactions on website semiki.com
· Transactions on SEMIKI Vietnam Fanpage
· Direct transactions at SEMIKI's distribution system.
The principle of handling complaints and disputes is NEGOTIATION in the spirit of goodwill and mutual benefit. Any dispute arising between the Customer and SEMIKI will be resolved by negotiation between the parties in the spirit of goodwill and mutual benefit.
3. Address for sending and resolving complaints and disputes:
Customers send complaints to the address:
4. Steps to resolve complaints and disputes:
When disputes arise, SEMIKI Vietnam always promotes negotiation and conciliation between the parties to ensure all rights of the Customer and the Customer's trust in the quality of SEMIKI Vietnam's services. Follow these steps:
· Step 1: SEMIKI Vietnam's Customer Service Department will receive complaints/support requests from Customers via Phone Number (028) 22.533.522, via online mailbox at SEMIKI Vietnam Fanpage or directly at SEMIKI Vietnam's operating Showrooms.
· Step 2: In complicated cases or cases not specified in the policies announced by the Company, the Customer Care Department/Sales Department or other relevant departments of SEMIKI Vietnam will commit to a response period to the Customer of no more than 5 working days.
· Step 3: Transfer the complaint resolution results to relevant departments for implementation and call to confirm with the Customer that the complaint has been resolved no later than the next 5 working days.
5. Other regulations:
SEMIKI is committed to complying with legal regulations on protecting the rights of Customers. However, to ensure fairness and transparency, we impose the following regulations:
· Provide accurate information: Customers are required to provide complete, accurate, honest and detailed information related to products, services, and transactions when making complaints or requesting support.
· Anti-fraud: Any fraudulent or deceptive behavior during the complaint/support request process will be refused to be resolved. SEMIKI has the right to bring these fraudulent or deceptive cases to competent state agencies for resolution in accordance with the provisions of law.
· Customer Responsibility: Both the customer and SEMIKI have roles and responsibilities in resolving the issue. The customer must provide documents and papers certifying information related to the matter being complained about, to protect their legitimate rights and interests.
· Customer Rights: In case the Customer believes that his/her legitimate rights and interests are affected or that the results of SEMIKI's complaint settlement and support are unreasonable or do not meet the Customer's requirements, the Customer has the right to bring the case to competent state agencies for settlement in accordance with the provisions of law.
· SEMIKI's Responsibilities: We are committed to receiving information from Customers and handling it in accordance with the Company's current regulations and policies and relevant provisions of current law.