Complaint register format in Excel
One row per complaint, from the first call to the closed job: cover, technician, visit date, work done and charge. A missed visit turns red by itself.
What the file looks like
The heading row and the five example rows, as they open in Excel. Under them the file has empty rows that are ready: the lists, the formulas and the colours are already set.
| Complaint no. | Received on | Customer and site | Product and serial no. | Problem | Cover | Technician | Visit date | Status | Closed on | Work done and parts used | Charge and payment | Remarks | Days open |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| C-318 | 5 Oct 2026 | Annapurna Sweets, Sector 22, Noida. Mr Sethi, 98xxx 40112 | Deep freezer DF-400, S/N 4K7716 | Not cooling since morning | AMC | Javed | 11 Oct 2026 | Waiting for part | First visit done. The relay is faulty. | Relay ordered. Customer told the new date. | fills itself | ||
| C-319 | 7 Oct 2026 | Mrs Kapoor, Indirapuram. 99xxx 73308 | RO purifier RP-9, S/N R5530982 | Low flow and a bad taste | Chargeable | Sunil | 8 Oct 2026 | Closed | 8 Oct 2026 | Filters and membrane changed. Job report 2207. | ₹1,850, paid by UPI | fills itself | |
| C-320 | 8 Oct 2026 | Gulmohar Play School, Vaishali. Office, 97xxx 51864 | Split AC 1.5 T, S/N A27M6104 | Water dripping from the indoor unit | Warranty | Javed | 9 Oct 2026 | Assigned | Visit missed. Customer called again today. | fills itself | |||
| C-321 | 8 Oct 2026 | Hari Om Medicos, Raj Nagar. Mr Jain, 98xxx 26671 | Inverter 1100 VA, S/N V20418 | Backup lasts only ten minutes | Chargeable | Open | Visit charge told on the call. | fills itself | |||||
| C-322 | 10 Oct 2026 | Green Park Apartments, Vasundhara. Guard room, 96xxx 90025 | Water cooler WC-150, S/N 81C447 | Not cooling | AMC | Sunil | 10 Oct 2026 | Assigned | fills itself |
- Red row: The visit date has passed and the complaint is still open, or it got no visit date on the day it came.
- Amber row: A visit is due today or tomorrow: this is the visit plan.
- Green row: Closed with the job report.
The columns, and what to write in each
- Complaint no.
Your own running number: C-318, C-319.
- Received on
The day the complaint came.
- Customer and site
Name, address, contact person and phone.
- Product and serial no.
Product, model and serial number.
- Problem
The fault in the customer's own words.
- Cover
Decides whether the visit is billed, before anyone goes.
WarrantyAMCChargeable - Technician
One name.
- Visit date
The day told to the customer. Change it when a second visit is fixed.
- Status
Pick from the list. Change the list to your own words if you need to (Data, Data Validation).
OpenAssignedWaiting for partClosedCancelled - Closed on
The day the work was finished.
- Work done and parts used
What was repaired, which parts, the job report number.
- Charge and payment
The amount charged, and paid or pending.
- Remarks
Part awaited, customer not at home, second call.
- Days open
Fills itself: days since the complaint came, while it is not closed.
How to keep it
- Write the complaint in the first empty row while the customer is still on the call, and send the complaint number to the customer.
- Look up the customer in your AMC register and pick the cover: warranty, AMC or chargeable. If the visit is chargeable, say the visit charge on the same call.
- Give every complaint one technician and one visit date by evening. A complaint without a visit date turns red the next day.
- Close a row only with the job report: work done, parts used, charge and payment.
- Morning: filter "Visit date" for today. Evening: read every red row and call those customers before they call you.
Also in the file: messages
Namaste. Your complaint C-320 is noted: water dripping from the split AC. Our technician Javed will visit on (day), between (time) and (time). Please quote this number when you call.
Namaste. The AMC for your RO purifier ended on (date), so this visit is chargeable: visit charge (amount), parts extra. Shall we send the technician on (day)?
Complaint C-318: the relay of your deep freezer has to be changed. We expect the part on (day) and will call you to fix the visit.
Complaint C-319 is closed. Work done: filters and membrane changed. Charge: ₹1,850, received by UPI. Job report no. 2207. Thank you.
Free to use and to change. No macros, nothing to install.
Customer complaint register format in Excel: service calls
A customer complaint register format in Excel for a service business: fourteen columns, three rules, and how to read your service calls daily and weekly.
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