The following terms and conditions apply to Users or End Users (“User”, “You”, “Client”, “Customer”) accessing the website https://taylormade-golf.vn/ of THANG LONG TRADING VIETNAM JOINT STOCK COMPANY (hereinafter referred to as “THANG LONG TMVN”).

Customer complaint resolution process

 1. General principles

Customers using THANG LONG TMVN services are guaranteed their legal rights, according to the contract agreement and legal regulations.

All customer inquiries and complaints related to service quality are promptly received and resolved in a spirit of goodwill and sincerity. The maximum resolution time is within 20 days.

Complaint and lawsuit deadlines:

• • No more than 90 days for service quality issues.
  • No more than 30 days for business issues.

The reception and resolution of customer complaints are recorded and responded to in writing, complying with current legal regulations.

2. Complaint resolution procedure

Step 1: Receiving feedback and complaints

When there are inquiries or complaints about service quality, customers can contact THANG LONG TMVN through the following methods:

• Directly contact the Customer Care Department at 3B Thi Sách, Phường Phạm Đình Hổ, Quận Hai Bà Trưng, Thành Phố Hà Nội, Việt Nam
• Send an email to: [email protected]
• Send a request/complaint form by mail to: 3B Thi Sách, Phường Phạm Đình Hổ, Quận Hai Bà Trưng, Thành Phố Hà Nội, Việt Nam

Note:

- In the email or form, please clearly state the content of the feedback, complaint, and request for resolution, and provide related documents and information about the service and service usage

- You can click here to download the "Request for Resolution" form for reference

Step 2: Resolution

If customers contact directly, THANG LONG TMVN will create a "Reception form" - recording the details of the issue, customer feedback, and requests.

Immediately after receiving the email or form from the customer, THANG LONG TMVN will verify and check the feedback content. Within 48 hours, THANG LONG TMVN will send a Response Letter (if resolved or need to discuss, provide more information, etc.) and/or an Invitation Letter to the customer - for direct discussion and complaint resolution.

For complex cases involving multiple parties or requiring verification and resolution time, the resolution time will be longer but not exceeding 20 days.

Step 3: Second resolution

If customers are not satisfied with the resolution from THANG LONG TMVN, we will send a Response Letter or a second Invitation letter, aiming for an agreement between both parties.

If customers are still not satisfied with the second resolution from THANG LONG TMVN, they can send a form to the regulatory authority or file a lawsuit in court.