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Description of the customer complaints resolution procedure

To resolve the complaints in a better way the procedure described by this Q&A was introduced.

The most important thing is to know the following:

Your objection has to be registered as a complaint for the resolution procedure to start.

Properly registered objection / complaint gets a new number in the Service Deck system. Only if you receive the objection / complaint number you can be sure that the proper procedure has been started.

Q: What is a customer complaint?

A: A customer complaint can be:

  • Objections regarding breaches of contract obligations (ie. late delivery).
  • Dissatisfaction with a delivered technical solution (product or service delivered is not what the customer requested).
  • Objection to the work of a team or an individual (ie. Service Center did not repair the device in defined time).
  • Objection to the quality of behavior and communication skills with customer's employees (ie. impoliteness, lack of information, wrong information).
  • Even potential customers that have not bought a product or a service can register a complaint (ie. late offer delivery).

Q: What is not a complaint?

A: Failures and demands included in the service contracts are not complaints.

Q: How can I report a complaint? A: To contact Customer Complaint Center use one of the following channels:

  • Telephone: +381 11 3108 524
  • E-mail: ict.reklamacije@saga.rs
  • Fax: +381 11 3108 567 (Address to: Sales Department - Customer's Complaint Center)
  • Postal Address:
    Saga d.o.o. Beograd,
    Milentija Popovića 9 – Sava center,
    11070 Belgrade, Serbia (Address to: Sales Department - Customer's Complaint Center)

Q; What are the basic procedure rules?

A: This is what you need to know about the complaint resolution procedure:

  • Objection sent by the customer gets a complaint status when the person in charge decides it is valid. Saga reserves the right not to register every objection as a complaint.
  • Customers whose complaints are not accepted will be informed in due time and will receive the explanation for Saga's decision.
  • Customer must send the objection using proper channels for it to be adequately registered.
  • Adequately registered objection / complaint gets a number in the Service Deck system. Only if you receive the objection / complaint number you can be sure that the proper procedure has been started.
  • The objection must include enough relevant data so the person in charge can make a decision to accept (or reject) it.
  • Customers whose objection is registered as a complaint will be informed about the deadline to resolve the complaint, and will also receive information when the resolution procedure is over.