Customer changed print without notice and is now rejecting parts - What to do?

[georgianna]

I have a customer who wants to reject an order because they say it is not to print, we have run this job since 1997 using the same print. They never had a print of their own all they had was the SIR we sent to them after running samples. Now they have come up with a print of thier own but did not let us know, would you except this rejection knowing that it was correct by the print you had used for years?

[Al Rosen]

Originally Posted by georgianna

I have a customer who wants to reject an order because they say it is not to print, we have run this job since 1997 using the same print. They never had a print of their own all they had was the SIR we sent to them after running samples. Now they have come up with a print of thier own but did not let us know, would you except this rejection knowing that it was correct by the print you had used for years?

I'm not familiar with "SIR", but what does the contract or PO state?

[M Caruso]

Does the customer order to their part number or to your print drawing number?
Compare the POs before and after the customer made their own print. Did the verbage change? e.g. revision, part number etc...
Is the order a long term contract?
Does the customers new print have the same drawing/part number and revision as your internal print?

If by reading the PO or contract there is no way to determine that their requirements have changed, I would not accept their rejection at all. However, can the parts be reworked to meet the customers print? I'm assuming that something changed with the part requirements on the customers print vs yours, otherwise there would be no rejection.

If when reviewing the PO or contract, a discrepancy is found, I would look at your internal process for customer order review.

[Marc]

Originally Posted by Al Rosen

I'm not familiar with "SIR"...

Sample Inspection Report, I think.

[Randy Stewart]

Going by the facts as given, I would not accept the rejection. However, if the PO referenced a suffix bump or PN change etc. there is not much you can do. If this is an automotive part what happened at PPAP?

[Claes Gefvenberg]

Originally Posted by georgianna

Now they have come up with a print of thier own but did not let us know, would you except this rejection knowing that it was correct by the print you had used for years?

If you're dead certain they didn't let you know? Not a chance. If that is the case they obviously got what they ordered.

M Caruso said it well:

Originally Posted by M Caruso

If by reading the PO or contract there is no way to determine that their requirements have changed, I would not accept their rejection at all. However, can the parts be reworked to meet the customers print? I'm assuming that something changed with the part requirements on the customers print vs yours, otherwise there would be no rejection.

If when reviewing the PO or contract, a discrepancy is found, I would look at your internal process for customer order review.

One further point of interest: Why did they suddenly come up with a drawing after being satisfied (or were they not?) for years? The reason is important. Scenarios:

1. The requirements did not change. Perhaps they decided to clean their act up and someone make a drawing from a part, without any real changes to the thing?
2. The requirements did change. Why?

What was changed btw?

/Claes

[RCBeyette]

Some very valid points have been mentioned considering contracts and specs and communication...but at the end of the day, do you want to keep this Customer?

As horrible as it sounds, and without knowing the extent (i.e., cost) of the rejection, your company may need to swallow their pride and simply accept the complaint. It's not only a cost of doing businees but it's a cost of keeping business.

However, if there is nothing in your contract at this point regarding drawings, prints, etc., you may wish to revise the contract to avoid this uncomfortable situation in the future.

Best of luck....

[georgianna]

I got a call from my customer, staying that she was not going to reject order after all, come to find out she has a new inspector who was using the new print they come up with but failed to fax over anything to us. She did also say that after all those years they had been going by the print we sent over, needless to say she was alot calmer than before. I still would not have excepted the rejection.