CUSTOMER COMPLAINTS

1. CUSTOMER COMPLAINTS WR-ALC TEAMWORK DLA DDWG DLA DSCR

3. If material is found to be discrepant, select correct discrepancy code from drop down menu. After discrepancy code has been selected, scan discrepant material record (DD Form 1348) or you can type PCN number in block. Press “TAB” and this will automatically scan material as discrepant according to code selected.

4. After all incoming material has been scanned, click on “Clear Incheck Table”. NOTE:Discrepancy code can be changed within 10 days. This is accomplished by typing in PCN number on incheck screen, select the discrepancy, hit tab and it will drop down on the screen. Select the correct discrepancy code and press submit. After 10 days, contact Denise Sappe 6-6593 or Dorothy Canady 6-2104 and they can change code. NOTE:DO NOT CLEAR INTRANSIT IN DO35K. Retain the original DD Form 1348 to attach to email you will receive from DDWG with disposition instructions.

5. It is suggested “Items Delivered but not Inchecked” be viewed at this time.

6. If any material is listed, a search should be conducted to locate the missing material. If material is not found, click “Mark Missing”. Submit a “Customer Complaint” via DDWG Web page for material previously identified as discrepant and/or material marked missing. DDWG Link: https://ptapp2.robins.af.mil/DDWG/Index2.asp

7. DDWG CUSTOMER COMPLAINT FORM DDWG DDWG Customer Service Office first to enable them the opportunity to resolve the situation. The complaint form will submit directly to DDWG. Just fill in of the following. is critical to all follow-up actions with DDWG and any follow-up correspondence should include this number.

8. DDWG The purpose of this form is to register concerns regarding DLA/DDWG. The “*” signifies a “must fill”. Concerns should be addressed within 24 hours of deliver. Please submit this form once all fields have been completed. Must fill all blocks indicated with *.

10. Complaint Procedures • Click on drop down and select nature of complaint using options available. • After all required blocks are filled; submit complaint via DDWG web site. • NOTE: Ensure all information submitted is correct. Inaccurate data delays resolution of your complaint. • You will automatically receive notification via email that your complaint has been added to database. Included in the subject line will be an assigned "complaint ID number". Retain a copy of this email and complaint ID number for future research and follow-up should this become necessary. This ID number is critical to all follow-up action with DDWG and any follow-up correspondence should include this number. • You should receive an email within 3 days with disposition instructions for complaint submitted. • NOTE: If you do not receive disposition instructions within 3 days, submit a “FOLLOW UP” customer complaint thru DDWG web page. Print a copy of “FOLLOW UP” email and attach to discrepant material. • Place discrepant material along with email giving disposition instructions, copy of original 1348 attached to material, and place material at drop station. Call DDWG Dispatcher, 6-5505 to inform them you have a Customer Complaint to be picked up. Make a note on your complaint record of date you call dispatcher and date material is placed at drop station. • If correct material is available for delivery, you should receive email within __ days notifying you that correct material is being delivered and complaint is being closed. • When correct material is received, inspect for any discrepancy. If there are no discrepancy found, clear the intransit. File all paperwork pertaining to complaint in file cabinet for one year. • Complaint is now closed. • NOTE: No material available will be explained later in this presentation

11. Customer Complaint Follow Up FOLLOW-UP • Note: Only submit the follow-up after first giving DDWG an opportunity to resolve the concern. If you do not receive timely resolution, your next step is to elevate your concern to the DSCR-WR/DC Help Desk through the following link. DSCR-WR/DC Help Desk personnel, Lynn Morley (6-6295) will address these concerns with DDWG for research/response, and provide final response back to the customer. If you have previously submitted your concern through this web site, please have your "complaint ID number" readily available. By inputting your "complaint ID number", all previously submitted information will pop up automatically. If you did not submit via the web, it will be necessary to input the complete information onto the form at this time. WR-ALC Follow-up Customer Complaint Form

12. DDWG The purpose of this form is to register concerns regarding DLA DDWG service. The “*” signifies a “must fill” field. Concerns should only be registered through this site after you have give DLA DDWG service (DSN 468-1909) an opportunity to resolve the situation. Please be concise yet specific on actions taken since you originally identified the complaint to DLA DDWG. If you have previously submitted this complaint to DLA DDWG via the web form, input your complaint ID # below and hit submit.

13. DDWG The purpose of this form is to register concerns regarding DLA DDWG service. The “*” signifies a “must fill” field. Concerns should only be registered through this site after you have give DLA DDWG service (DSN 468-1909) an opportunity to resolve the situation. Please be concise yet specific on actions taken since you originally identified the complaint to DLA DDWG. If you have previously submitted this complaint to DLA DDWG via the web form, input your complaint ID # below and hit submit. All information from initial complaint will be automatically populated. The only information required is reason follow up is being submitted.

14. FOLLOW UP • All necessary information will be automatically populated. • The only information required is reason follow up is being submitted. (EX: No disposition instructions received, non receipt of material, etc) • You will automatically receive email response notifying you that follow-up has been submitted to your complaint. (Print a copy of this notification and retain with other documentation of original complaint.) • If you do not receive a response after 2nd follow-up, contact DDWG help desk 6-1909 requesting assistance.

15. NO SERVICEABLE REPLACEMENT MATERIAL AVAILABLE You will receive an email notifying that no correct material is available and credit is being issued “D7 Credit”. Forward email to IM of NSN involved and they will follow up. Print email and attach to other records of Customer Complaint. Place in file and retain for one year. Complaint is now closed.

16. Item Manger To find Item Manager’s name, location, and phone number enter IUTE on the SRIM menu and enter # plus item manager code then enter.

17. Path 27-1Q MIC Managers will need to follow-up on D7 reversals by checking DSS and D035K.

18. Enter document number complaint was filed under.

19. Enter “I” and press enter

20. Press F8

22. From main menu in DSS verify balance via 27-1K by entering NIIN. Always verify the RIC. Compare balance in DSS and D035K

23. Compare balance in DSS and D035K using RIAF in D035K If we are not in balance but transactions processed correctly notify RIM that there is an out of balance for further research can be conducted by the RIM. If transactions processed correctly the Complaint can now be closed.

24. QUESTIONS POC: JACK SHUGART – 7-9209 This concludes the presentations.