Client Background:
The customer is a well-known auto parts distributor in North America with rich experience in bearing sales, mainly serving repair centers and auto parts suppliers in the region.
Problems encountered by the customer
Recently, the customer received multiple consumer complaints, reporting that the end face of the cylindrical roller bearing was broken during use. After preliminary investigation, the customer suspected that the problem might be in the product quality, and therefore suspended the sales of the relevant models.
TP Solution:
Through detailed inspection and analysis of the complained products, we found that the root cause of the problem was not product quality, but the consumers used inappropriate tools and methods during the installation process, resulting in uneven force on the bearings and damage.
To this end, we provided the following support to the customer:
· Provided correct installation tools and instructions for use;
· Produced detailed installation guidance videos and provided corresponding training materials;
· Communicated closely with customers to assist them in promoting and promoting the correct installation operation methods to consumers.
Results:
After adopting our suggestions, the customer re-evaluated the product and confirmed that there was no problem with the bearing quality. With the correct installation tools and operation methods, consumer complaints were greatly reduced, and the customer resumed sales of relevant models of bearings. Customers are highly satisfied with our technical support and services and plan to continue to expand the scope of cooperation with us.
