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CUSTOMER COMPLAINT (CC) FORM
PRINT THIS CC FORM IN TRIPLICATE COPIES
ATTACH PHOTOS AND IMMEDIATE REPLACEMENT CONFIRMATION (IRC) FORM FOR SE EtQ CC Number: Category: COMPLAINT INFORMATION Business SE Crop *Estimated damage (%) for SE only Date of Reporting # of Days from Type of Complaint Date of planting Date of Planting Date of Purchase
Hybrid/Product Batch Complaint UoM % QA Status
Date Tested Delivery Date Dealer or Distributor Number Quantity (bot/box/bag) (Germ/Vigor) Source
Details of Complaint:
Name of Complainant/Farmer Contact Information
Complainant Address Name of Syngenta Representative
Date of Syngenta Representative Visit Farm/Store Location Amount or Quantity for Settlement Settlement Seeds Settlement Completed? Evaluation Done? Complaint Justified? Replacement Product YES / NO UNKNOWN/FOR YES NO YES NO Replacement INVESTIGATION ROOT CAUSE ANALYSIS: SE: Stocks stayed too Others:_____________________ Stocks stored too long Pest infestation long Poor in the channel channel _______ Disease infestation before planting storage/inventory Poor planting conditions Low Vigor management Low Germination (water, soil, weather) CP/L&G: Others:______________________ Contamination Labeling Shipment delays, wrong ______ Crop damage product, Packing (leakages, Wrong orpacksize or quantity corrosion, broken caps) defective label Expired stocks Product damge in transit CORRECTIVE ACTION & PREVENTIVE ACTION (CAPA):
REMARKS & JUSTIFICATION FOR RECOMMENDATIONS
RECOMMENDATIONS (Applicable for SE only)
Immediate Replacement Authority Limits below (per occurrence) PHp 0 - 50,000 Region Sales Manager (RSM) Approval PHp 50,001 - 500,000 Business Unit Head (BUH) Approval PHp 500,001 - 10,000,000 Country Manager (CM) / Business Unit Head (BUH) Approval Note 1: All Customer Complaints with value of PHp200,001-Up should be submitted for full investigation Note 2: Bigger quantities may not be broken down into several CCs to conform to the replacement limit
APPROVALS (SIGNATURE OVER PRINTED NAME)
Complaint by: Validated by:
Farmer / Distributor Evaluation and Investigation by: Endorsement & Approval by: CORN & VEG COMPLAINT EVALUATION FORM FIELD EMERGENCE DIAGNOSIS If there is problem on Poor or No Germination, dig up sections of rows sown and look for the seed. Seed Not Present Diagnostic Guide Questions Y/N Remarks Very low seed rate by mistake Seed eaten by pests or birds
Seed Present Shoot or root not emerging, seed dry and healthy Is there sufficient soil moisture for germination to begin? Are the seeds planted deep enough to prevent direct exposure to sunlight and drying up?
Seed not dry and not healthy, but swollen and alive Is cool temperature delaying germination? (If this is the case, wait a few days) Is delayed rainfall or irrigation delaying germination? (wait a few days and check again)
Seed swollen but dead and rotting
Is the soil waterlogged? Is the soil very hot? Does the soil dry out rapidly after sowing? Is the seed diseased? Is there poor seedbed conditions or poor seed-soil contact? Is there a poor seed storage conditions? Are there agronomic practices such as fertilizers, pesticides and herbicides that have been applied to the crop?
Damaged seed Is there soil pest or rodent damage? Is there mechanical damage from planter operation?
Shoot or root emerging, normal vigor but slow/poor emergence
Is the temperature cool? If yes, wait a few days and check again. Is the seed planted deeply? If yes, wait a few days. Is there a presence of surface crust? If yes, break crust, wait for rain or irrigate Is the soil cloddy? If yes, remove clods. Is there sufficient moisture at sowing? If yes, wait for rain or apply irrigation. Has there been any unusual pest or disease outbreak?
Observation on adjacent area
Are there any hybrid/variety planted in the adjacent field? Is this variety showing better germination?
STORAGE CONDITIONS Diagnostic Guide Questions Y/N Remarks Are the seed bags directly exposed to rain or sunlight? Are the bags stacked in pallets? Is the Average Daily Temperature exceeding 350C? Is the Average Daily Relative Humidity exceeding 65%? Is there enough ventilation in the storage area? Are there holes in the storage area that serve as entry point of rats or birds? Are there signs of rat infestation? Are there any seeds other than that of Syngenta that are infested with weevils and other storage pests? Her Are there any items in the storage such as fertilizers and pesticides that are in contact with seed bags? bici Shoot orOld root low- emerging, poor vigor or distorted growth must be due to any of the following: de Poo or r Cool vigor Surface crust pest stor Fertilizer temperat seed DISEASEures INFESTATION icid age burn Diagnostic Guide Questions e Y/N Remarks Was the hybrid planted in recommended area or location? da Was the hybrid planted according to its season or sowing window? ma Are there any disease management strategies employed by the farmer? ge Are there any conditions that aggravated disease infestation like excessive rain? Is the disease prevalent in neighboring fields?
PEST INFESTATION - WEEVIL
Diagnostic Guide Questions Y/N Remarks Did the seed stay in the channel for more than 4 months? Are there any pest management measures applied at the distributor’s warehouse? If yes, please specify. Is there presence of weevil in non-Syngenta seeds stored in the same warehouse?
UNEXPECTED AGRONOMIC PERFORMANCE – BARREN EAR
Diagnostic Guide Questions Y/N Remarks Was the crop subjected to any of the following stresses throughout its growing period? (Pest, Moisture, Nutrient, Environment) Is barren ear present in the same hybrid planted in other locations?
VARIETY NOT TRUE-TO-TYPE
Diagnostic Guide Questions Y/N Remarks Are off-types present in other fields planted with the same batch? Are off-types present in neighboring fields planted with other varieties? SE IMMEDIATE REPLACEMENT CONFIRMATION Fill this section ONLY if Immediate Replacement is AUTHORIZED. Name of Complainant/Farmer Contact No. Complainant Address
UoM Withdrawal Delivery
Hybrid/Variety Batch Number Quantity (bot/box/bag) Date Date
Distributor Source Receipt No.
Distributor Address WITHDRAWAL APPROVAL (SIGNATURE OVER PRINTED NAME) Released by: Received by:
REPLACEMENT CONFIRMATION (SIGNATURE OVER PRINTED NAME) Replacement Received by: Delivered by:
Farmer / Distributor Sales Executive
This is to confirm receipt of the above product quantities as replacement. Items provided as replacement are guaranteed to be of acceptable quality standards and receipt of the items closes the quality complaint and releases Syngenta from further liability.
DISTRIBUTOR'S COPY ............................................................... SE IMMEDIATE REPLACEMENT CONFIRMATION Fill this section ONLY if Immediate Replacement is AUTHORIZED. Name of Complainant/Farmer Contact No. Complainant Address
UoM Withdrawal Delivery
Hybrid/Variety Batch Number Quantity (bot/box/bag) Date Date
Distributor Source Receipt No.
Distributor Address WITHDRAWAL APPROVAL (SIGNATURE OVER PRINTED NAME) Released by: Received by:
REPLACEMENT CONFIRMATION (SIGNATURE OVER PRINTED NAME) Replacement Received by: Delivered by:
Farmer / Distributor Sales Executive
This is to confirm receipt of the above product quantities as replacement. Items provided as replacement are guaranteed to be of acceptable quality standards and receipt of the items closes the quality complaint and releases Syngenta from further liability.
FARMER'S COPY ............................................................... SE IMMEDIATE REPLACEMENT CONFIRMATION Fill this section ONLY if Immediate Replacement is AUTHORIZED. Name of Complainant/Farmer Contact No. Complainant Address
UoM Withdrawal Delivery
Hybrid/Variety Batch Number Quantity (bot/box/bag) Date Date
Distributor Source Receipt No.
Distributor Address WITHDRAWAL APPROVAL (SIGNATURE OVER PRINTED NAME) Released by: Received by:
REPLACEMENT CONFIRMATION (SIGNATURE OVER PRINTED NAME) Replacement Received by: Delivered by:
Farmer / Distributor Sales Executive
This is to confirm receipt of the above product quantities as replacement. Items provided as replacement are guaranteed to be of acceptable quality standards and receipt of the items closes the quality complaint and releases Syngenta from further liability.
