Chapter 243 Unblocked national customer complaint system on August 30

Customers are our eternal partners.Customers are the scarcest resource and the entire reason for Vanke's existence.In the eyes of customers, each of our employees represents Vanke.Our 1% mistake is 100% loss for our customers.The most important measure of our success is how well we satisfy our customers.Grow together with customers and make Vanke perfect in complaints. With the above vision in mind, Vanke has set up special customer communication channels for more than 100 projects in dozens of cities across the country, mainly including the following five complaint channels: Complaint Channel 1 - Real Estate Customer Center:

As Vanke's customer window, the real estate customer center assumes the central role of communicating with customers and directly accepts customer complaints.For any non-property opinions related to Vanke's products and services, customers can contact the real estate customer center in their area by telephone, fax, email or letter.The customer center will reply within 24 hours on normal working days. Complaint Channel 2 - Property Management Office: The Property Management Office, as Vanke's property department that specializes in serving community residents, is responsible for handling pure property complaints.At the same time, it is conveniently located in various project communities of Vanke, ready to provide timely services to customers in urgent need.At any time, as long as customers need it, they can call the 24-hour service hotlines of each project management office.

Complaint Channel 3 - Complaint Form: In addition to the above two channels, customers can also fill in the "complaint form" online, and the information submitted by customers will directly enter Vanke's background system.The customer center will reply within 24 hours on normal working days. Complaint channel 4 - "Complaint against Vanke" forum: If customers want to keep their identities confidential, or want to know the views of other customers and communicate with them, they can express their opinions through the "Complaints against China Vanke" forum.The customer center will reply within 48 hours on normal working days.

Complaint Channel 5: If the customer feels that his problem has not been effectively resolved after making a complaint through the above complaint channels, the customer can contact the Vanke Group Customer Center.Although the customer relationship centers in various regions are fully authorized by the company in handling customer complaints, the group customer relationship center uniformly monitors the service quality of customer centers in various regions and is responsible for coordinating the relationship between customers and the customer departments of front-line companies. As soon as every enterprise opens its doors, it will inevitably face a lot of customer complaints. Five channels may not be enough. Please try to keep the complaint channels open.