How do you manage warranty claims and customer complaints about repair quality?

I highly recommend keeping records of all warranty contracts, especially if you are a business or have intentions with working with multiple vendors. Each vendor will have different warranty plans, if at all, or at least there are third party ones to consider. Third party ones are also useful for companies when assets or products have already gone through their product life cycle and warranty has expired. There are some vendors that offer their own packages at varying rates, and it is up to the business, department or individual(s) to carefully review. You can "shop" around to compare pricing and offerings for different packages to find one that best suits your needs. Sometimes it can also be cheaper to replace units, rather than parts.

Complaint analysis is required for resolving the critical complaints and avoid trend of complaints . Need to do the preventive action to avoid future complaint . RCA , CAPA

Documentation should be followed to track the complaints, resolved and repetition and action taken. its helps for history of complaints .Records important for handling it

I agree with taking photos. Unfortunately, businesses have to be vigilant against potential scammers, just as much as people and customers do. Photos can help protect businesses and customers as proof that their product is in fact actually broken, and a photo is submitted before any sort of repair or replacement process can kick off. Not all businesses do this, because from a customer standpoint - it can be encumbersome and can make customers feel uncomfortable with being asked these types of questions, and if you are for Customer Satisfaction number 1 - you carefully consider the Customer and their ask or position.

Customer rapport is always a great way to build and strengthen relationships. And positive feedback hits airwaves, which is only better for you and your business on one side, but most importantly, better for the customers because when considering brand awareness - you want to also make sure that you are the best representative of your own company.

When I owned my business we always went above and beyond our warranty and always told the customers that if my repair didn't hold outside the warranty bring it back and I'll be more than happy to take care of it and I didn't charge the customer because I always use the philosophy treat the customer the way I wanted to be treated. The same goes for the factory warranty. I had one supplier that didn't want to honor their warranty on a part one week after the expiration date. Well, they lost me as a customer. The same goes with the quality of the parts as it doesn't matter who I get the parts from or what price I pay it's what's in the customer's hands is all they see and all they see is that you did the repair and that philosophy built Trust