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Customer Services

Complaint Mechanism and Handling

Unimicron pays considerable attention to the opinions given by our customers. We view customer complaints and comments as opportunities to assist us in continuous improvement. Thus, Unimicron has built a complete mechanism to ensure the effective communication, processing and response of customer complaints and opinions through a comprehensive, systematic and standardized processing procedure, in order to protect customer rights and interests.

Customer Quality Complaint Acceptance and Processing
Situation Monitoring and Response
Analysis and Improvement Regarding Customers Complaints
Abnormality Correction Reply Report
Follow-Up on the Effectiveness of Improvement and Information Management

Unimicron categorized customer complaints into three types - “Critical”, “Major” and “Minor” - based on their severity level, with which the cases are reported, handled and have their progress tracked accordingly. It is expected that all complaints can be handled and responded to properly, with the most efficient use and allocation of resources. 100% response to customer complaints received in 2022.

Customer Complaint Notification and Management

Type Definition Notification Levels Processing Levels Tracking Frequency
  • Violation of customer HSF quality standards and items listed in WEEE and RoHS, regardless of the amount of loss
  • Quality incidents reported by the customer, with a loss amount exceeding NT$5 million
Chairperson CEO VIP(Executive President/SBU President/Vice President) Report progress to the highest level twice a week
Major Quality incidents reported by customers, affecting product function/reliability Vice President Plant Director/Responsibility (Manager/ Deputy Manager) Each factory quality assurance unit tracks the progress of customer complaints daily
Minor Quality incidents reported by customers, no affecting product function/reliability Plant Director Responsibility Manager, Deputy Manager Each factory quality assurance unit tracks the progress of customer complaints daily

Explanation for 2022 Customer Complaint

SBU Description Improvements
PCB SBU In 2022, the PCB SBU received 163 complaints of Critical and Major, decreasing 70 cases compared to 2021 (233 cases), and there were caused by functional and dimensional abnormalities (decreasing 63 cases compared to 2021).
  • Through continuous improvement in the factory and timely reply related corrective actions to customers
  • The relevant solutions have all been closed and no recurrence has occurred.
Carrier SBU In 2022, Carrier SBU received 99 complaints of Critical and Major, decreasing 47 cases compared to 2021 (146 cases), and there were caused by Functional and Dimensional abnormalities (decreasing 37 cases compared to 2021).
  • Evaluate the effectiveness of CA and PA to avoid recurrence
  • Effective countermeasures for each BKM plant
  • No recurrence of the same true cause

2022 Customer Complaint Issues

Carrier SBU
Customer Complaint Trend for PCB SBU Products
Customer Complaint Trend for Carrier SBU Products
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