Customer Rights Protection Policy and Complaint Procedure

Our company adheres to the philosophy of “Achieve customer satisfaction, Quality First” to deepen customer relationships and fulfill our commitment to sustainable operation. We establish long-term, trusting partnerships through regular meetings, site visits, and performance reviews.

We have customer service locations at our Taiwan headquarters and in the United States to support environmental management, social responsibility, and hazardous substance control, assisting our customers in jointly implementing sustainable development.

In the Q4 of every year, our company conducts a Customer Satisfaction Survey, inviting customers to provide suggestions through ratings and feedback. A dedicated team provides immediate responses, tracks improvements, and uses data analysis as a crucial basis for our medium-to-long-term operational strategies.

In accordance with our “Customer Service Management Procedure,” we commit to: 

• Responding to customers within 24 hours
• Providing a preliminary analysis report within 3 working days.
• Proposing long-term corrective measures within 14 working days.

Furthermore, we have introduced an online process, pursuant to the “RMA Processing Guidelines,” to enhance the efficiency and immediacy of customer complaint handling.

Policies and Procedures