COMPLAINTS
COMPLAINTS - HOW TO FILE A COMPLAINT

Welcome to the ERAI Complaints Department. In this section, we will explain our reporting procedures and requirements. At the bottom of this page, you will find our online Complaint Processing Center. You may proceed directly to the Complaint Processing Center if you are already familiar and agree to comply with our Complaint Processing Guidelines.
 
Please note: There are two types of complaints you can file:  1. A formal complaint or 2. An informal complaint also known as a Vendor Alert. Deciding which type of complaint you should file is dependant upon the circumstances. In order to file an official complaint, your company must have suffered a financial loss such as an unpaid invoice or non-reimbursement of faulty product, etc. In cases where there was no sustained loss but you want ERAI to be aware of the situation, you should file an informal complaint / Vendor Alert
 
                                   

COMPLAINT PROCESSING GUIDELINES & CONFIDENTIALITY

The following guidelines are designed to protect ERAI and its Members. All of the information provided to ERAI is held in the strictest confidence. The data we collect when processing complaints (including your name and your company's name), is done for verification purposes only and is not released to parties not directly related to the incident.

Upon filing a complaint, you will be asked to provide adequate documentation to substantiate your complaint including, but not limited to, copies of purchase orders, invoices, failure reports (all complaints pertaining to faulty and/or counterfeit material should be accompanied by a failure analysis either from the end user, the Component Manufacturer or an independent testing facility), wire transfer documentation, email correspondence with the Reported Company, etc. Please provide as much detail as possible regarding the company you are filing the complaint against (ie: phone and fax numbers, email addresses, 'aka', 'dba', 'fka', officers and/or other contacts.).

PRIVACY STATEMENT
Communications between the Reporting Company, the Reported Company, ERAI and its representatives is considered privileged and confidential. The dissemination of documentation and/or emails to third parties not directly involved in this complaint could result in this case being dismissed or the revocation of your ERAI Membership.

An ERAI representative will process your complaint as quickly as possible. Please understand there may be delays based on the severity of your situation as well as the number of complaints filed with the Association at the time of your complaint. If you are not contacted by an ERAI Representative within 5 business days from the date you filed your complaint, please contact the Complaints Department at 239-261-6268.

A sincere and reasonable effort will be made to contact the company you are reporting in order to afford them the opportunity to respond to and/or dispute the information you are providing. In most cases, they will be contacted via fax and/or email with an explanation of who we are, what we do and the nature of the complaint being filed against them. Each fax and/or email is typically followed by a telephone call. If the Reported Company does not respond to dispute the complaint and the Reporting Company has provided necessary documentation to substantiate the complaint, ERAI will proceed with our reporting procedures.

In many cases, we are able to settle disputes between two or more companies. ERAI will act in an unbiased manner in an effort to mediate a situation fairly, amicably and to the best of our ability. It is important to understand that you, as the Reporting Company, may be asked to reach a compromise or settlement with the other party/parties. You are entitled to accept or refuse a proposed resolution.

If you are contacted by the company/person you are reporting after you have submitted your complaint with information that alters the status or details of your dispute, it is imperative that you share this information with us.

If the matter is resolved after the situation is listed on an ERAI Broadcast, please contact the ERAI office immediately so we can provide up-to-date and/or accurate information via the ERAI website.

Accuracy is critical.

THE ERAI IS NOT A COLLECTION COMPANY
We encourage you to make every effort to resolve your dispute. ERAI should be contacted after you have made a reasonable attempt to settle the matter directly with the Reported Company.

COMPLAINT PROCESSING

Obtaining assistance from ERAI has never been easier. First, please decide if you want to submit a complaint online or by fax. If you want to use our Online Processing Center, please complete the form below. If you want to manually submit a complaint, please print the ERAI INCIDENT REPORT by clicking on this link, sign the form and fax it to the ERAI Complaints Department at 239-261-9379.

If you would like to speak with an ERAI Representative, please call 239-261-6268.

ONLINE PROCESSING CENTER

  1. REPORTED COMPANY INFORMATION

    * Designates Required Fields

    * Name of company you wish to report:
    * Contact name (President , CFO, etc.):
    * Address:
    * City, State, Zip, Country:
    * Company Phone: * Company Fax:
    * E-mail address:

  2. TYPE OF COMPLAINT

    *Please check the appropriate box:
    Past Due Invoice(s)
    NSF Check
    Stop Payment
    Substandard / Faulty product
    Counterfeit Product
    Wire Fraud
    Credit Card Fraud
    Cancelled PO
    Price Jacking
    Non payment of shipping charges
    Other
    		Order Information:
    * Part number(s):
    Manufacturer:
    Quantity:
    * Total:
    * Payment Terms:

  3. IMPORTANT QUESTIONS

    1. * What part search database was used to initiate this transaction?
      Broker Forum
      IC Source
      Net Components
      Parthunter
      Other

    2. * Did you obtain bank and trade references from this company prior to entering into a business transaction?
      No
      Yes
      - If yes, please share this information with ERAI.


    3. * Has your company done business with this company in the past?
      No
      Yes
      - If yes, were all previous transactions conducted without incident?
      No
      Yes

    4. * Do you intend to conduct business with this company again in the future?
      No
      Yes

    5. *COMPLAINT SUMMARY

      *A COMPLAINT THAT IS SUBMITTED WITHOUT A SUMMARY MAY EXPERIENCE DELAYS.

      Please describe the nature of your complaint including the steps your company has taken in an effort to resolve this situation prior to ERAI involvement. Please include contact names and dates. Once you are done entering the complaint details, please review ERAI’s complaint processing terms below. If you agree to the terms below and are an ERAI Member, you are not required to submit a summary via fax in order to initiate a complaint. Once we receive your online form, we will begin our investigation. If you are not an ERAI Member, you must submit a copy of the summary and signed Incident Report to the Complaints Department via fax to 239-403-4777 for us to begin our investigation.



  4. REPORTING MEMBER AUTHORIZATION

    * Your Company Name:
    * Officer's Name & Title:
    * Company Phone:
    * Company Fax:
    * E-mail address:

    I acknowledge on this day *// the information I am forwarding to the ERAI is true and correct to the best of my ability and I am authorized to file this complaint on behalf of my company. Additionally, the Electronic Resellers Association International Inc. has the right to contact the above named company being reported and provide them copies of any and all documentation pertaining to this complaint. I understand if at anytime a Member is found to have provided false information with the intent to defraud the ERAI, its Members, or to slander or defame another company via this service, the company's Membership will be revoked immediately without a refund of Membership dues.
By clicking the submit button you acknowledge you have read and understand the ERAI Complaint Processing Guidelines.