How to reach us

Ingenieurbüro Goebel GmbH
De-la-Fosse-Weg 26,
D – 64289 Darmstadt-Kranichstein

Telephone: (0049) (0) 6151 73470-0
Fax: (0049) (0) 6151 73470-20
E-mail: info@goebel-laser.de

We are at your service

Mondays to Thursdays from 8 a.m. to 5 p.m.
and Fridays from 8 a.m. to 1 p.m.

How to reach us

In the north-east of Darmstadt, shortly before Jagdschloss Kranichstein.

Sketch of route for downloading.

Complaints

Documentation of complaints
Complaints to the testing laboratory must be documented in writing by the employees. They will only be accepted within a period of six months after the test report has been issued. The customer receives a brief confirmation that his complaint has been received and is informed that his entry will be checked accordingly.

Handling complaints
In the event of a dispute or damage, the management (see organization chart) will be involved. The head of the test laboratory is responsible for clarifying the situation. With the exception that the complaint is based on his person. In this case, the problem is clarified by the management

Dealing with complaints
Damage to test items resulting from improper packaging during shipping will not be accepted by Ingenieurbüro Goebel GmbH. The type of packaging and transport are determined by the customer. Written agreements in this regard are part of the order. If the complaint is justified, the head of the testing laboratory must inform the employees of the laboratory about the appropriate measures. A cause analysis is carried out and the findings are used in the future to avoid the same complaints. He arranges for an audit to be carried out to investigate the causes of the error and, if necessary, an assessment visit by the accreditation body. In this case, the costs of the new test will be borne by the engineering office Goebel GmbH. Any consequential damage costs will be reimbursed accordingly. The case is to be handed over to the administration to initiate the necessary steps. If there is no agreement with the client about the justification of the complaint, an arbitration test in the sense of a repeat test will be carried out by a second independent test laboratory, which is accredited according to DIN EN ISO / IEC 17025. If the arbitration test shows that the complaint was justified, the costs for the test and the consequences of damage within the scope of liability will be borne by Ingenieurbüro Goebel GmbH. The costs incurred are borne by the complainant if the test results are confirmed by the arbitration test (correspondence within the scope of the measurement uncertainty according to DIN EN ISO 14253 T1). The head of the testing laboratory keeps documentation on the course of the complaints and a statement of conformity according to DIN EN 14253 Part 1 is derived from this.

Assessment of complaints
If the complaint is justified, the head of the testing laboratory must inform the employees of the laboratory about the appropriate measures. A cause analysis is carried out and the findings are used in the future to avoid the same complaints. He arranges for an audit to be carried out to investigate the causes of the error and, if necessary, an assessment visit by the accreditation body.

Acknowledgment of the complaint and notification of interim and final results
The customer receives a brief confirmation that his complaint has been received and is informed that his entry will be checked accordingly. The head of the testing laboratory keeps documentation on the course of the complaints and a statement of conformity according to DIN EN 14253 Part 1 is derived from this.

Participants in the complaints process
The head of the test laboratory is responsible for clarifying the situation. With the exception that the complaint is based on his person. In this case, the problem is clarified by the management

Notification after the end of the complaints procedure
After completion of the examination, the complainant will be informed in writing of the result.