Returned but Customer damaged parts. Is it a NC?

Stefanos Papadakis

Involved In Discussions
#1
Hello,
so we delivered a batch of 20 valves to a company and they returned them back to us because one of them was leaking (NC was raised for the specific one) (All the other were functioning perfectly). But the valves were returned with their surfaces clearly beaten and with dents. Should we send them a NC? If we fix the leaking valve and send them all back their QC might not accept them due to the dents. What should be our course of action?
Thank you in advance for your help!
 
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John Broomfield

Staff member
Super Moderator
#2
Your customer seemed concerned that whatever caused the leaky valve may have afflicted the whole batch.

Speak to your customer to confirm and they may ask the you replace the whole batch.

Remember that product NC control is invoked when the inspector has doubt about conformity.
 

Stefanos Papadakis

Involved In Discussions
#3
Your customer seemed concerned that whatever caused the leaky valve may have afflicted the whole batch.

Speak to your customer to confirm and they may ask the you replace the whole batch.

Remember that product NC control is invoked when the inspector has doubt about conformity.
Every valve was checked for conformity and only one was off. I understand our customers concerns, but what I am actually concerned about are the dents on the surface of the products which were caused by them due to misshandling I imagine. Should we sent them something about it?
 

John Broomfield

Staff member
Super Moderator
#4
I’m talking about your customer’s inspection and your customer's doubt about conformity of the batch.

From your description your customer is rejecting the whole batch and intentionally made the other valves unusable.

You may confirm this by talking to your customer or you may find your packaging was not robust enough to protect the valves when returned via the customer’s quarantine area. Either could be useful information.
 

QE1993

Involved In Discussions
#6
Every valve was checked for conformity and only one was off. I understand our customers concerns, but what I am actually concerned about are the dents on the surface of the products which were caused by them due to misshandling I imagine. Should we sent them something about it?

Do you think their mishandling had something to do with the leaky valve?

I would take pictures and send them an email saying something like:

"We confirmed the leaking valve and we have fixed/replaced this part for you. When we received these parts, we noticed dents on the surface of the product which may have been caused by mishandling (see attached). We just wanted to let you know so you are aware of this issue. I will get you the details of my investigation into the leakly valve shortly."
 

GunLake

Involved In Discussions
#8
Yup likely they were all dented on purpose, Dealt with this at a previous job with an old customer, If they found an issue they would dent them & send them all back. Worth a shot mentioning it to them though.
 

normzone

Trusted Information Resource
#9
I have seen many odd events over the years - packaging that should protect product and looks like it did but allowed damage to occur through the packaging to the product inside during transport with no evidence of that on the packaging.
 

Golfman25

Trusted Information Resource
#10
We have gotten stuff back looking as if it's been thru a battle. It's a head scratcher. If they dented a perfectly good valve on purpose, they wouldn't need and NC from me. We would have a "frank" discussion about such BS. Go pound sand might be the end result. Good luck.
 
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