We are committed to providing the best experience for our customers. However, if you encounter any issues or are dissatisfied with our products or services, we are always ready to listen and resolve them quickly, transparently, and effectively. Below is the complaint procedure applied:
1. Complaint Handling Principles
- Customer complaints are received and resolved in a spirit of transparency, fairness, and compliance with the law.
- We commit to keeping customer information confidential and only using it to resolve complaints.
2. Steps to File a Complaint
Step 1: Receiving Complaints
Customers can submit complaints through the following channels:
- Email: marketing@dps.media
- Phone: 0961545445
- Direct Address: 788/14 Nguyen Kiem, Ward 3, Go Vap District, Ho Chi Minh City
Information to be provided:
- Customer's full name and contact information.
- Detailed description of the issue, incident, or complaint content.
- Relevant documents or evidence (if any).
Step 2: Confirmation and Response
- After receiving the complaint, we will send a confirmation of receipt via email or phone within 48 working hours.
- If additional information is needed, we will contact you to request further details.
Step 3: Complaint Handling
- The customer care team will review, analyze, and propose an appropriate solution.
- Complaint handling time:
- Simple complaints: Within 5 working days.
- Complex complaints: Maximum 15 working days.
Step 4: Notification of Results
- The complaint resolution result will be notified to the customer via email or phone.
- If the customer agrees with the result, the complaint is closed.
3. Cases of No Agreement
- If the customer does not agree with the resolution result, both parties will proceed with further negotiation.
- If no agreement is reached, the dispute will be resolved according to the law at a competent court in Vietnam.
4. Support Information
If you need additional support during the complaint process, please contact:
- Email: marketing@dps.media
- Phone: 0961545445
We always value your feedback to improve and perfect our services further. Thank you for trusting and accompanying us!
