{"id":16813,"date":"2024-01-05T15:11:04","date_gmt":"2024-01-05T23:11:04","guid":{"rendered":"https:\/\/www.golighthouse.com\/en\/?page_id=16813"},"modified":"2026-07-10T07:51:26","modified_gmt":"2026-07-10T14:51:26","slug":"product-support-request-emea","status":"publish","type":"page","link":"https:\/\/www.golighthouse.com\/en\/product-support-request-emea\/","title":{"rendered":"PRODUCT SUPPORT REQUEST &#8211; EMEA"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"16813\" class=\"elementor elementor-16813\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-25b60ef elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"25b60ef\" data-element_type=\"section\" data-e-type=\"section\" 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elementor-element elementor-element-9600115\" data-id=\"9600115\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-de1f4f6 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"de1f4f6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-6334751 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6334751\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7f77860\" data-id=\"7f77860\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c7b7561 elementor-widget elementor-widget-html\" data-id=\"c7b7561\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<script type=\"text\/javascript\" id=\"jsFastForms\" src=\"https:\/\/sfapi.formstack.io\/FormEngine\/Scripts\/Main.js?d=ffbDz1IbTzzNdbhm86CBmve88q5F8so_Z8DexMfR2vMjA7-WDpxoT_Trf9VtRFqU\"><\/script>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-4d04237 e-flex e-con-boxed e-con e-parent\" data-id=\"4d04237\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ad9cea0 elementor-widget elementor-widget-html\" data-id=\"ad9cea0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 style=\"font-size: 24px;\">M\u00fc\u015fteri \u0130tirazlar\u0131 ve \u015eikayetleri Talimat\u0131<\/h1>\r\n\r\n<h2 style=\"font-size:18px;\">AMA\u00c7<\/h2>\r\n<p>M\u00fc\u015fteri itiraz ve \u015fikayetlerinin ele al\u0131nmas\u0131, de\u011ferlendirilmesi ve sonu\u00e7land\u0131r\u0131lmas\u0131yla ilgili sistemi a\u00e7\u0131klamakt\u0131r.<\/p>\r\n<h2 style=\"font-size:18px;\">TAL\u0130MAT<\/h2>\r\n<p>Anketler, maille\u015fmeler veya s\u00f6zl\u00fc geri bildirimler arac\u0131l\u0131\u011f\u0131yla m\u00fc\u015fteriden al\u0131nan her t\u00fcrl\u00fc olumsuz geri d\u00f6n\u00fc\u015f \u015fikayet olarak ele al\u0131nmaktad\u0131r. <\/p>\r\n<p>Lighthouse taraf\u0131ndan al\u0131nan \u015fik\u00e2yet\/itiraz (bundan sonra \u015fik\u00e2yet olarak belirtilecektir), \u00f6ncelikle kalite birimi taraf\u0131ndan do\u011frulamaya tabi tutulur. Yap\u0131lan faaliyetlerle ilgili oldu\u011fundan emin olunduktan sonra \u015fik\u00e2yet kay\u0131t alt\u0131na al\u0131narak m\u00fc\u015fteriye \u015fikayetin al\u0131nd\u0131\u011f\u0131 bildirilir ve t\u00fcm de\u011ferlendirme ve kapama s\u00fcreci boyunca m\u00fc\u015fteri bilgilendirmesi devam eder. \u015eikayet de\u011ferlendirme sonucunda bizimle ilgili olmad\u0131\u011f\u0131 karar\u0131 \u00e7\u0131karak faaliyet ba\u015flat\u0131lmazsa da m\u00fc\u015fteri taraf\u0131na \u015fikayet de\u011ferlendirme sonucu mail olarak iletilir. \u015eikayetin al\u0131nd\u0131\u011f\u0131 bildirilirken m\u00fc\u015fteriye \u015fikayet ele alma s\u00fcrecinin nas\u0131l i\u015fledi\u011fiyle ilgili de bilgi ge\u00e7ilmektedir. \u015eikayetin ele al\u0131nmas\u0131 ve bildirimleri, \u015fikayete konu olmayan personel\/departman taraf\u0131ndan yap\u0131lmaktad\u0131r.<\/p>\r\n<p>Al\u0131nan \u015fikayetin de\u011ferlendirme s\u00fcrecinde yap\u0131lacak faaliyetlere ilgili taraflarla birlikte karar verilmektedir. \u0130lgili faaliyetler belirlenirken, hem \u015fikayetin kapat\u0131lmas\u0131 hem de ayn\u0131 ya da farkl\u0131 firmalardan benzer \u015fikayetlerin gelmemesi g\u00fcvence alt\u0131na al\u0131nacak \u015fekilde faaliyet belirlenmesine dikkat edilir.<\/p>\r\n<p>\u015eikayetin tan\u0131m\u0131, ilgili firma ve ki\u015filer, karar verilen faaliyetler ve sonu\u00e7 KF.19 \u015eikayet ve \u0130tiraz Formu ile kay\u0131t alt\u0131na al\u0131nmaktad\u0131r. \u015eikayet al\u0131nd\u0131\u011f\u0131nda en ge\u00e7 2 g\u00fcn i\u00e7erisinde \u015fikayetin al\u0131nd\u0131\u011f\u0131 ve incelenerek detayl\u0131 bilgi verilece\u011fi \u015fikayeti yapan personele bildirilir. \u015eikayetler \u00f6nem ve aciliyet derecesine g\u00f6re a\u015fa\u011f\u0131daki \u015fekilde s\u0131n\u0131fland\u0131r\u0131l\u0131r ve belirtilen s\u00fcrelerde cevapland\u0131r\u0131lmas\u0131 hedeflenir.<\/p>\r\n<br>\r\n<table cellpadding=\"10\" cellspacing=\"0\" style=\"width:100%; border-collapse: collapse;\" border=\"1\">\r\n    <thead>\r\n        <tr>\r\n            <th>\u015e\u0130KAYET<br>KATEGOR\u0130S\u0130<\/th>\r\n            <th>\u015e\u0130KAYET SINIFLANDIRMA<\/th>\r\n            <th>\u015e\u0130KAYET \u0130LK<br>TEPK\u0130 S\u00dcRES\u0130<\/th>\r\n            <th>\u015e\u0130KAYET AKS\u0130YON<br>BEL\u0130RLEME S\u00dcRES\u0130<\/th>\r\n            <th>\u015e\u0130KAYET GER\u0130<br>B\u0130LD\u0130R\u0130M S\u00dcRES\u0130<\/th>\r\n        <\/tr>\r\n    <\/thead>\r\n    <tbody>\r\n        <tr>\r\n            <td align=\"center\"><b>A<\/b><\/td>\r\n            <td><b>Acil\/Kritik \u015eikayetler:<\/b> Hizmet\/\u00fcretim aksamas\u0131, sa\u011fl\u0131k ve g\u00fcvenlik riskleri<\/td>\r\n            <td align=\"center\"><i>2-6 saat<\/i><\/td>\r\n            <td align=\"center\">1-2 \u0130\u015f G\u00fcn\u00fc<\/td>\r\n            <td align=\"center\">3 \u0130\u015f G\u00fcn\u00fc<\/td>\r\n        <\/tr>\r\n        <tr>\r\n            <td align=\"center\"><b>B<\/b><td>\r\n            <td><b>Standart \u015eikayetler:<\/b> Hizmet kalitesi, teslimat gecikmesi, yanl\u0131\u015f \u00fcr\u00fcn g\u00f6nderimi<\/td>\r\n            <td align=\"center\"><i>12-24 saat<\/i><\/td>\r\n            <td align=\"center\">4-6 \u0130\u015f G\u00fcn\u00fc<\/td>\r\n            <td align=\"center\">7 \u0130\u015f G\u00fcn\u00fc<\/td>\r\n        <\/tr>\r\n        <tr>\r\n            <td align=\"center\"><b>C<\/b><\/td>\r\n            <td><b>\u00d6neri ve Geri Bildirimler:<\/b> S\u00fcre\u00e7  iyile\u015ftirme ve m\u00fc\u015fteri memnuniyetiyle ilgili talepler<\/td>\r\n            <td align=\"center\"><i>2-4 i\u015f g\u00fcn\u00fc<\/i><\/td>\r\n            <td align=\"center\">8-11 \u0130\u015f G\u00fcn\u00fc<\/td>\r\n            <td align=\"center\">12 \u0130\u015f G\u00fcn\u00fc<\/td>\r\n        <\/tr>\r\n    <\/tbody>\r\n<\/table>\r\n<br>\r\n<p>Kategori A kapsam\u0131nda de\u011ferlendirilen \u015fik\u00e2yetlerde, olay\u0131n sa\u011fl\u0131k, g\u00fcvenlik, mevzuat uygunlu\u011fu veya laboratuvar faaliyetlerinin g\u00fcvenilirli\u011fi a\u00e7\u0131s\u0131ndan risk olu\u015fturdu\u011funun de\u011ferlendirilmesi halinde \u00fcst y\u00f6netim derhal bilgilendirilir. \u0130lgili mevzuat\u0131n gerektirdi\u011fi durumlarda T.C. Sa\u011fl\u0131k Bakanl\u0131\u011f\u0131 ve\/veya di\u011fer yetkili resmi otoriteler zaman\u0131nda bilgilendirilir. Bildirimler, al\u0131nan kararlar ve ger\u00e7ekle\u015ftirilen faaliyetler kay\u0131t alt\u0131na al\u0131narak izlenir<\/p>\r\n<p>Kategori A \u015fik\u00e2yetlerde, gerekli g\u00f6r\u00fclmesi halinde ilgili faaliyetler tamamlan\u0131ncaya kadar etkilenen hizmetler ge\u00e7ici olarak durdurulabilir, sonu\u00e7lar\u0131n kullan\u0131m\u0131 ask\u0131ya al\u0131nabilir ve m\u00fc\u015fteri ile ilgili resmi otoriteler e\u015f zamanl\u0131 olarak bilgilendirilebilir.<\/p>\r\n<p>Yap\u0131lan \u015fik\u00e2yetlere ait sonu\u00e7lar ve faaliyetler YGG toplant\u0131lar\u0131nda yeniden ele al\u0131n\u0131r. Faaliyetin yeterli bulunmamas\u0131 durumunda m\u00fc\u015fteri ziyareti d\u00fczenlenir. Her \u015fik\u00e2yet i\u00e7in iyile\u015ftirme f\u0131rsatlar\u0131 aran\u0131r.<\/p>\r\n<p>KT08\/R04\/29.06.2026<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>M\u00fc\u015fteri \u0130tirazlar\u0131 ve \u015eikayetleri Talimat\u0131 AMA\u00c7 M\u00fc\u015fteri itiraz ve \u015fikayetlerinin ele al\u0131nmas\u0131, de\u011ferlendirilmesi ve sonu\u00e7land\u0131r\u0131lmas\u0131yla ilgili sistemi a\u00e7\u0131klamakt\u0131r. TAL\u0130MAT Anketler, maille\u015fmeler veya s\u00f6zl\u00fc geri bildirimler arac\u0131l\u0131\u011f\u0131yla m\u00fc\u015fteriden al\u0131nan her t\u00fcrl\u00fc [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":22002,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"footnotes":""},"class_list":["post-16813","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.0 (Yoast SEO v28.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Product Support Request EMEA \u00bb Lighthouse Worldwide Solutions - Lighthouse Worldwide Solutions<\/title>\n<meta name=\"description\" content=\"Submit an LWS EMEA Product Support Request to get the help you need quickly and efficiently.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.golighthouse.com\/en\/product-support-request-emea\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"PRODUCT SUPPORT REQUEST - EMEA\" \/>\n<meta property=\"og:description\" content=\"Submit an LWS EMEA Product Support Request to get the help you need quickly and efficiently.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.golighthouse.com\/en\/product-support-request-emea\/\" \/>\n<meta property=\"og:site_name\" content=\"Lighthouse Worldwide Solutions\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/Lighthouse.Worldwide.Solutions\" \/>\n<meta property=\"article:modified_time\" content=\"2026-07-10T14:51:26+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.golighthouse.com\/en\/wp-content\/uploads\/2025\/01\/b_Expo_EMEA.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"800\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.golighthouse.com\\\/en\\\/product-support-request-emea\\\/\",\"url\":\"https:\\\/\\\/www.golighthouse.com\\\/en\\\/product-support-request-emea\\\/\",\"name\":\"Product Support Request EMEA \u00bb Lighthouse Worldwide Solutions - Lighthouse Worldwide Solutions\",\"isPartOf\":{\"@id\":\"http:\\\/\\\/www.golighthouse.com\\\/en\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.golighthouse.com\\\/en\\\/product-support-request-emea\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.golighthouse.com\\\/en\\\/product-support-request-emea\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.golighthouse.com\\\/en\\\/wp-content\\\/uploads\\\/2025\\\/01\\\/b_Expo_EMEA.jpg\",\"datePublished\":\"2024-01-05T23:11:04+00:00\",\"dateModified\":\"2026-07-10T14:51:26+00:00\",\"description\":\"Submit an LWS EMEA Product Support Request to get the help you need quickly and efficiently.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.golighthouse.com\\\/en\\\/product-support-request-emea\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.golighthouse.com\\\/en\\\/product-support-request-emea\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/www.golighthouse.com\\\/en\\\/product-support-request-emea\\\/#primaryimage\",\"url\":\"https:\\\/\\\/www.golighthouse.com\\\/en\\\/wp-content\\\/uploads\\\/2025\\\/01\\\/b_Expo_EMEA.jpg\",\"contentUrl\":\"https:\\\/\\\/www.golighthouse.com\\\/en\\\/wp-content\\\/uploads\\\/2025\\\/01\\\/b_Expo_EMEA.jpg\",\"width\":1200,\"height\":800,\"caption\":\"EMEA Mobile Lab\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.golighthouse.com\\\/en\\\/product-support-request-emea\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.golighthouse.com\\\/en\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"PRODUCT SUPPORT REQUEST &#8211; 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