Complaint processing
Supertape aims to offer tape products that perform excellently, and provide our customers with the highest levels of support and customer service. Unfortunately problems and mistakes can and do occur, and whilst we regret any circumstances that give rise to a complaint, we also see them as a method of obtaining insight into the preferences and expectations of our customers. We therefore appreciate your time in making us aware of a complaint. We will deal with your complaint with due care and attention and we will do our very best to settle the issue quickly and correctly.
Which issues can you submit a complaint about?
You can submit a complaint when you believe that the quality of the products that Supertape has supplied, or the quality of the service are below par, or when Supertape has not behaved properly towards you.
How should you submit a complaint?
You can let us know that you are unsatisfied in different ways:
What information do we need?
Please provide the following information in order that we can quickly process your complaint:
- Your company name, contact name, location, telephone number and e-mail address
- A description of the complaint
- The date on which the complaint occurred
- Copies of documents that are important with regard to your complaint
If it involves a product complaint, please also provide the following additional information:
- Batch number (see the product label on the shipment box)
- Two rolls and/or visual material related to the complaint or on which the complaint issue can be seen
- Number of rolls/boxes related to the complaint
Is there a specific period in which a complaint must be submitted?
We should receive your complaint within a reasonable period of time to ensure we can perform a thorough investigation. A final processing term of a year after production date applies to product complaints. The final processing term for all other complaints such as about an invoice or delivery is two weeks.
What will Supertape do with your complaint?
You will immediately receive a letter via e-mail after your complaint has been registered, in which we confirm having received your complaint. This letter will also specify the complaint registration number. You should refer to this complaint registration number in all correspondence related to the complaint. Next, the complaint will be investigated by our Quality Assurance department. It is possible that as part of this investigation we may contact you to discuss the complaint further.
How will you be informed about the result of the investigation into your complaint?
Within ten working days of the date of the letter in which we confirmed receipt of your complaint you will be informed in writing about our findings and decision:
- If the complaint is accepted, it will be settled as indicated in the letter.
- If the complaint is being rejected we will explain why in this letter. The letter will also state the action you could undertake to lodge an objection.
How will the complaint be settled?
If the complaint is accepted Supertape will pick up the goods within five working days of the date of the letter in which your complaint is confirmed as being accepted. Once we have received and checked the goods in our warehouse, Supertape will credit your account. If the rejected goods are being disposed of by you your account will be credited within five working days.
What can you do if you disagree with the decision?
Should you disagree with the decision or the way in which your complaint has been settled, you can submit your objection in writing specifying the complaint registration number to Supertape bv, Attn. Mr J. de Bok, PO Box 14, 4870 AA Etten-Leur, the Netherlands.
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