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Complaints

Under the menu item “Complaints” you can find an overview of the desired orders, with or without service requests. 

Filters

  • Complaint? 
    • Yes – only orders with service requests are displayed. 
    • No – only orders without service requests are displayed. 
    • All – all orders are displayed. 
  • Spare parts orders? 
    • Yes – only orders with a chargeable spare parts order are displayed. 
    • No – only orders without a chargeable spare parts order are displayed. 
    • All – all orders are displayed. 
  • For remaining filters, see “Orders with documents”. 

Results overview 

Explanation of columns: 

  • Download: one or more pre-prepared defect reports are available for download. 
  • New compl.: a new defect report can be created by clicking here (see Instructions). 
  • CRN: customer reference no. 
  • Order no: Finstral order number for the entire commission/entire construction project. 
  • SNo: sub-orders are assigned to each order number depending on the production/planning specifications (production order). If the order does not have a SNo, it has not been technically processed and has not been released for production (customer order). 
  • Year: order year. 
  • Name: company name of the partner 
  • Commission: commission designation specified by the dealer partner when the order is placed. 
  • Ident no.: serial number of the order (this can be found on the labels on the tape side of each element) 
  • Complaint?: shows whether one or more complaints exist for this order. 
  • Order spare parts?: shows whether one or more spare parts orders exist for this order. 
  • E-mail date: date of dispatch of the notification of defects/spare parts order. 
  • Change compl.: you can change and resubmit a previously entered service request here. 
  • Complaint no.: consecutive number with which the service request was registered with Finstral. 
  • Revision: consecutive number with which changes were registered for a service request. 
  • Cancel compl.: you can cancel a previously entered service request here. 
  • Cancelled?: shows whether or not the service request has been cancelled. 

Creating a complaint 

Clicking on the symbol in the “New complaint” column allows you to create a complaint for the relevant order. 
A pop-up window will open with a form for entering the complaint. 
For orders containing items, these are displayed in the “Item” field with item number and customer item. 

Selection of an item opens the same screen as for fast entry. 
All data for the selected item are displayed. On mobile devices, an external link is displayed – clicking this link will open a PDF containing the item data.