To resolve the complaints in a better way the procedure described by this Q&A was introduced.

The most important thing is to know the following:

Your objection has to be registered as a complaint for the resolution procedure to start.

Properly registered objection / complaint gets a new number in the Service Deck system. Only if you receive the objection / complaint number you can be sure that the proper procedure has been started.

Q: What is a customer complaint?

A: A customer complaint can be:

• Objections regarding breaches of contract obligations (ie. late delivery).
• Dissatisfaction with a delivered technical solution (product or service delivered is not what the customer requested).
• Objection to the work of a team or an individual (ie. Service Center did not repair the device in defined time).
• Objection to the quality of behavior and communication skills with customer's employees (ie. impoliteness, lack of information, wrong information).
• Even potential customers that have not bought a product or a service can register a complaint (ie. late offer delivery).

Q: What is not a complaint?

A: Failures and demands included in the service contracts are not complaints.

Q: How can I report a complaint? A: To contact Customer Complaint Center use one of the following channels:

• Telephone: +381 11 3108 524
• E-mail: ict.reklamacije@saga.rs
• Fax: +381 11 3108 567 (Address to: Sales Department - Customer's Complaint Center)
• Postal Address:
  Saga d.o.o. Beograd,
  Milentija Popovića 9 – Sava center,
  11070 Belgrade, Serbia (Address to: Sales Department - Customer's Complaint Center)

Q; What are the basic procedure rules?

A: This is what you need to know about the complaint resolution procedure:

• Objection sent by the customer gets a complaint status when the person in charge decides it is valid. Saga reserves the right not to register every objection as a complaint.
• Customers whose complaints are not accepted will be informed in due time and will receive the explanation for Saga's decision.
• Customer must send the objection using proper channels for it to be adequately registered.
• Adequately registered objection / complaint gets a number in the Service Deck system. Only if you receive the objection / complaint number you can be sure that the proper procedure has been started.
• The objection must include enough relevant data so the person in charge can make a decision to accept (or reject) it.
• Customers whose objection is registered as a complaint will be informed about the deadline to resolve the complaint, and will also receive information when the resolution procedure is over.