Vertex Service

Vertex Service is a customer service and complaint management application designed for customers using products supported by Vertex Services.

The app provides a simple way for customers to register their account, report issues with their products, track active and previous complaints, receive complaint updates, and manage their profile from one place.

Create and Manage Your Account

Customers can create an account using their name, email address, mobile number, gender, address, and password. Existing customers can securely log in using their registered credentials. The app also provides password recovery and account management options.

View Your Complaints

After logging in, customers can view their active complaints directly from the dashboard. Each complaint displays relevant information such as the complaint number, product, issue details, complaint date, and current status.

Customers can also search for complaints and access their complaint history to review previously submitted service requests.

Raise a New Complaint

If a supported product requires service or maintenance, customers can create a complaint directly from the app.

While creating a complaint, customers can:

• Select the relevant registered product

• Provide a detailed description of the issue

• Choose the location where the issue needs to be resolved

• Upload an image or video for reference

• Review and acknowledge the applicable service visit charge

• Submit the complaint for service

Images and videos can help the service team better understand the reported product issue before or during the service process.

Service Location

Customers can select the location where the product needs to be inspected or serviced. The location is associated with the complaint so that the assigned service engineer can identify the requested service location.

Product Information

Complaint details can include information about the associated product, such as product name, product code, brand, model, and serial number. This helps customers and the service team identify the correct product for each service request.

Complaint Verification

When the service process reaches the complaint-closing stage, the app provides a verification code to the customer.

Before sharing the code, the customer is asked to confirm that the engineer visited the service location to resolve the complaint. The customer can then share the displayed verification code with the authorized engineer to support complaint closure.

This verification process helps ensure that a complaint is closed with customer acknowledgement.

Complaint Notifications

Customers can receive and view service-related notifications, including confirmation when a complaint has been successfully registered and other complaint-related updates.

Complaint History

The History section allows customers to review their service requests and keep track of their complaint records.

Manage Your Profile

Customers can view and manage their account information.

Service Visit Charges

When submitting a complaint, the app displays the applicable service visit charge. Customers are required to acknowledge the displayed charge before submitting the complaint. Additional charges may apply if spare parts or other services are required to resolve the reported issue.

Key Features

• Customer registration and secure login

• Create product-related service complaints

• View active complaints

• Search and review complaint history

• Select service location

• Upload complaint images or videos

• View associated product information

• Receive complaint-related notifications

• Customer verification during complaint closure

• Manage profile and account information

• Change password and application appearance

• Delete account from within the app

Vertex Service is intended to provide Vertex Services customers with a convenient digital platform for submitting and managing product service requests and staying informed throughout the complaint resolution process.