Project Summary
We insist on providing reliable product quality, insisting on being responsible for each shipment, and actively assisting customers in handling all after-sales problems. Our responsibility and earnestness have won the praise and trust of our customers.
1. Questions and challenges from the customers
On November 14, 2017, a distributor in Australia sent a complain about the adhesion of CN layers of the ordered products received. Some of the repair materials used by the users have the problem of easy peeling off after bond the CN layer with the cold vulcanizing cement. He told that the client is experienced and the using cold cement is REMA SC2000.
We take it seriously and start our working.
2. Suggestion & Solution
Firstly, we stated again that all products with quality problem will be replaced or refund after they were confirmed and we will be responsible to all the processes.
Then our factory recheck the whole process of the order from raw material compound to production, package, delivery etc each details. After re-checking all and re-testing some of the stock, we found that there was no problem with our quality control.
We told the check result to the customer, and furthermore suggested them to take some products samples to local authority for testing. We will bear all costs if quality problem is detected. The customer agreed and found a third-party authority to test
Meanwhile, we also made a new test in laboratory and sent them the test result.
About a week later, their test results came out, the quality of our product was ok.
They re-check with their clients and found that the users confused to use with other suppliers goods. He is sorry and promise to work more carefully in the future.
3. Achievements
In this matter, we insist on promised warranty policy and told clear what our responsibility is. It is satisfied with the customer.
Secondly, our products have only been certified in domestic authority test, they passed the safe test of the Australian authority now. This enhanced our belief of oversea business development.
At last, after the incident, the customer would like to pay more attention to develop our cooperation as all our cooperation is reliable for them.
