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I have been a Quality Manager at my current location for 8 months out of necessity as our old QM was fired. I only had experience as a layout tech so it's been a very...interesting year.
I am currently dealing with a customer complaint with unusual circumstances, at least from my experience.
We were kicked off on a new part about 1.5 years ago and have been strung along ever since. We submitted PPAP, but they didn't approve it because there was an engineering issue. Then it was corrected and we resubmitted, but then they had another engineering issue so they delayed signing the PSW again.
Then they said they needed parts. I reviewed our submissions with our SQE and he signed an interim approval so that we could send parts and their engineering could figure out what they wanted to do with the design.
Then they requested several runs at production capacity...
We submitted 14,000 parts after discussing with the SQE (he said the parts were tested and worked well) and then received a complaint. a slide shut-off was causing issues with assembly which was my 1st indication testing was not done.
We changed the shut-off condition and parts were submitted and approved. We made another 10,000 pieces and now they are complaining about a warping issue which causes assembly issues, 2nd indication testing wasn't completed (even after the first issue).
Now my problem is that both these issues were present on all of our samples from kick-off and have been approved on several separate occassions. These "issues" are in no way called out on the print (no profile to prevent warpage and the one callout for the shut-off issue passed dimensionally.
I don't think our customer has a leg to stand on as this is clearly a design related/lack of engineering knowledge issue.
My concern is that they are coming back to us with thousands of dollars in chargebacks and don't see how they can claim that the issue is our responsibility.
Please help explain if I am misunderstanding. If anyone has any advice as to how to handle this issue, I'm all ears.
I am currently dealing with a customer complaint with unusual circumstances, at least from my experience.
We were kicked off on a new part about 1.5 years ago and have been strung along ever since. We submitted PPAP, but they didn't approve it because there was an engineering issue. Then it was corrected and we resubmitted, but then they had another engineering issue so they delayed signing the PSW again.
Then they said they needed parts. I reviewed our submissions with our SQE and he signed an interim approval so that we could send parts and their engineering could figure out what they wanted to do with the design.
Then they requested several runs at production capacity...
We submitted 14,000 parts after discussing with the SQE (he said the parts were tested and worked well) and then received a complaint. a slide shut-off was causing issues with assembly which was my 1st indication testing was not done.
We changed the shut-off condition and parts were submitted and approved. We made another 10,000 pieces and now they are complaining about a warping issue which causes assembly issues, 2nd indication testing wasn't completed (even after the first issue).
Now my problem is that both these issues were present on all of our samples from kick-off and have been approved on several separate occassions. These "issues" are in no way called out on the print (no profile to prevent warpage and the one callout for the shut-off issue passed dimensionally.
I don't think our customer has a leg to stand on as this is clearly a design related/lack of engineering knowledge issue.
My concern is that they are coming back to us with thousands of dollars in chargebacks and don't see how they can claim that the issue is our responsibility.
Please help explain if I am misunderstanding. If anyone has any advice as to how to handle this issue, I'm all ears.