Section 1: Customer Registration
Do I have a complaint or feedback?
If you would like to place a response about a product failure, please select HOYA Feedback Network. If you would like to place a general response, please use the HOYA Online Feedback Form.
Where do I select the language on complaint webpage?
You can find the option of language at the top right corner of the webpage. And choose available languages either English, German, Spanish, French, Italian, Chinese traditional, Chinese simplified, Korea or Japanese that you preferred.
What type of customer can I choose for registration?
You can choose one type below according the relationship with HOYA and HOYA products when you go for registration.
- Clinician – Clinician or doctors who use HOYA products
- Distributor - Person or company who is distributing HOYA products per distributor agreement aligned.
- Sub-distributor - Person or company who has a contract with HOYA’s distributor to sell HOYA products.
- HOYA employee - All employees of all HOYA Surgical Optics entities.
- Sales representative - Person who informs clinicians about HOYA products
How can I create a sub-distributor account?
For sub-distributors, you need obtain a distributor ID from distributors in your region, then input distributor ID when you create sub-distributor account as well as other information required by webtool.
How do I activate my webpage account?
You may check verification email from HSO-complaints@hoya.com. Please follow instruction and click on the link within the mail, then go to a webpage showing your account is activated.
Can I use same email address for re-registration?
No, system will populate a note “Email is already in use”. You should use another email address that you did not register before, please remember user account and password as they cannot be auto-saved by webpage.
What should I do if I forgot the password or Change the password?
Please log into your HOYA Feedback Network Account and select the option “reset password”.
What happens if I do not receive the registration email?
Please check your junk/spam folder. If you do not receive the email within 24 hours, please contact HSO-complaints@hoya.com for further information.
Section 2: Complaint Submission
What is the date of event? What is the date of awareness?
The date of event is the date when the product failure or other Non-product issue occurred.
The date of awareness is the date when you get to known this event. the awareness date should be either on or after the date of event
How can I input the product serial number?
You can find the product serial number either on the outer box label or on the injector. Once serial number input correctly, system can automatically generate product model, expiry date and diopter by itself. If serial number is unknow, product model marked with “*” should be input as mandatory field.
How can I choose the options of patient impact?
If the product has touched patient eyes, please choose” yes”. Then another question should be answered” Is patient impacted?” you may choose appropriate options of permanent or temporary impact to patient by referring to following definitions, if patient impact cannot be judged, you may choose” unknown”.
- Permanent means irreversible impairment or damage to a body structure, excluding trivial impairment or damage. for example, posterior capsular rupture during cataract surgery.
- Temporary means the impairment to a body structure or damage to a body function is reversible and can be recovered, for example, Slight redness of eyes, small fluctuation of vision after surgery, it need take some time to recover.
What can I do if the failure is not covered in the options provided?
You may choose one or multiple options on failure categories, if the options did not cover the problem, please enter the description on the text line with English.
How can I upload a file?
On page 6 of the submission process, please click on “SELECT YOUR FILES” and choose the related file that you would like to upload alongside your complaint.
You can attach 1GB file size of multiple files of photos, videos to complaints.
Can I update a submitted complaint?
No, when you click “confirm” bottom on page 7, it shows the complaint is submitted and cannot be updated, you may contact your sales representative if any further information need to provide.
How many complaints can I submit in a single submission?
You can enter more than one complaint maximum up to 150 complaints in one submission, when you log out and not finish all progress in one submission, the webpage only saves the data of the last complaint where you stopped, please be sure to complete all steps before you logout.
What happens if I do not receive the confirmation email?
Confirmation Email is automatically sent out and the complaint is accepted by webpage. Please check your junk/spam folder. If you do not receive the email within 24 hours, please contact HSO-complaints@hoya.com for further information. Please state your reference number for clarification.
Section 3: Product Return
How do I return the complaint product?
Please follow the detailed description on product return instruction and return address within your confirmation email.
What is an RMA?
Return Material Authorization is an official HOYA document used to identify your returned products. RMA number will not be issued to the complaints where the customer selects "No" for the product return question.
Can I return the product back without an RMA number?
Yes, however, it may take longer to identify your products and can delay the investigation, please note that without RMA credits for return, the return may either not be possible or may become delayed.
Can I use the web-page reference number for claiming product credit?
No. In all cases, the HOYA issued RMA number is required to receive credit.
Do I still receive credit if the product is not returned?
No. In all cases, customers need to return the product to receive credit.
How and when will I be informed of the complaint resolution?
The HOYA complaints’ investigation teams work to allow your complaints to be processed and investigated in a timely manner. HOYA will send you a customer letter which includes a detailed investigation report. If the complaints’ investigation team are unable to complete the investigation in a timely manner, you will receive an email from the HOYA complaints investigation team detailing the status of your complaints and the reason for the delay in processing your complaints. If you have further questions, please contact us at HSO-complaints@hoya.com
