Client Background:
At the Frankfurt Exhibition in Germany in October this year, a new customer from the UK came to our booth with a tapered roller bearing they had purchased from other supplier before. The customer said that the end user reported that the product had failed during use, However, the original supplier was unable to identify the cause and could not provide a solution. They hoped to find a new supplier and hoped that we would help identify the cause and provide a detailed analysis and solution.
TP Solution:
After the exhibition, we immediately took the failed product provided by the customer back to the factory and organized a technical quality team to conduct a comprehensive analysis. Through professional inspection of the damage and use marks of the product, we found that the cause of the failure was not the quality problem of the bearing itself, but because the end customer did not follow the correct operating specifications during installation and use, resulting in abnormal temperature rise inside the bearing, which caused the failure. In response to this conclusion, we quickly compiled and provided a professional and detailed analysis report, which fully explained the specific cause of the failure and attached suggestions for improving the installation and use methods. After receiving the report, the customer forwarded it to the end customer, and finally completely solved the problem and eliminated the end customer's doubts.
Results:
We showed our attention and support for customer issues with a quick response and professional attitude. Through in-depth analysis and detailed reports, we not only helped customers solve the end-user's questions, but also strengthened the customer's trust in our technical support and professional services. This event further consolidated the cooperative relationship between the two parties and demonstrated our professional capabilities in after-sales support and problem solving.
