Returned but Customer damaged parts. Is it a NC?

Sidney Vianna

Post Responsibly
Staff member
Admin
#11
Should we send them a NC?
Sending a NC to a customer might severely abbreviate your business relationship with them. :naughty:

Business practices vary a lot around the world, but it is very dumb to send a lot of 20 valves back to a supplier when ONLY ONE was defective. In most of the developed world, the business practice would have been for the customer to send back the ONLY defective valve and request a replacement. It would be up to the customer to decide if a SCAR would be triggered or not.

The fact that all the 20 valves were returned, in damaged condition, might be a message to you. Did the customer required all 20 valves replaced? Did they mention anything such as the parts being received damaged at their facility? How long is this business relationship? There are many unknowns in this scenario.

Good luck.
 
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Stefanos Papadakis

Involved In Discussions
#12
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."
Our course of action will be : 1. Take pictures one by one with their dents. 2. Communicate with them and inform them about the situation.
And also inform them of what caused the leaking (an o-ring that failed).
 

Stefanos Papadakis

Involved In Discussions
#13
Sending a NC to a customer might severely abbreviate your business relationship with them. :naughty:

Business practices vary a lot around the world, but it is very dumb to send a lot of 20 valves back to a supplier when ONLY ONE was defective. In most of the developed world, the business practice would have been for the customer to send back the ONLY defective valve and request a replacement. It would be up to the customer to decide if a SCAR would be triggered or not.

The fact that all the 20 valves were returned, in damaged condition, might be a message to you. Did the customer required all 20 valves replaced? Did they mention anything such as the parts being received damaged at their facility? How long is this business relationship? There are many unknowns in this scenario.

Good luck.
We have worked with them again and with great success. The customer wants them back and running, their initial claim was that all 20 of them were not working. After testing them we only found 1 valve leaking and it was fixed. Nothing about damaged product or mishandling was mentioned.
We think though that the problem is their hand pumps and we told them so but did not want to hear about it (always reffering to functionality of the valve and not leakage problems).
Anyway I hope we find a way of fixing this without having to manufacture them again.
Thank you all!
 

Mikey324

Quite Involved in Discussions
#14
If i get a customer claim for a specific issue, then receive my returned part(s), along with other parts that have a different issue (dents in this case), i just call my customer and ask about them. Just say, "from our conversation/email i was expecting X amount of parts for a leaking valve, but i also received Y amount of parts covered in dents. Can you explain the issue with those parts?"

We have a policy in place with all customers about return quantities. We discuss and agree on a return amount in advance. We wont accept anything in addition without additional communication.
 

qualprod

Trusted Information Resource
#15
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![/QUOTif If you have the evidences that Valves were ok before shipping, there Is not reason
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!
First off, what was the agreement between the customer and your sales department?
Is there an AQL agreement? Ig something is not in conformity, do customers will only reject one piece or all the production?
On the other hand, it is valid to clear up this point regarding the damages found on valves, if you have evidences that valves were ok Before shipping, you could talk with them, to clear up this point.
Your response should be accordingly the agreements you have done.
My two cents.
 

Ninja

Looking for Reality
Staff member
Super Moderator
#16
Good advice on how to handle the situation...but I haven't seen comment on "Why did a leaking valve get shipped?"

You're already handling the return, relationship and dents...I would not send a NC to them...follow thorugh with the above advice for the dents.
I would, however, light up a corrective action regarding the defective product shipped (assuming it was defective and not also their fault). How do you know the valve/o-ring was good when you shipped it?
 

Stefanos Papadakis

Involved In Discussions
#17
Good advice on how to handle the situation...but I haven't seen comment on "Why did a leaking valve get shipped?"

You're already handling the return, relationship and dents...I would not send a NC to them...follow thorugh with the above advice for the dents.
I would, however, light up a corrective action regarding the defective product shipped (assuming it was defective and not also their fault). How do you know the valve/o-ring was good when you shipped it?
Due to the nature of the valves we test every one for function and leakage. The faulty one had a failed o-ring which was replaced.
 

Ninja

Looking for Reality
Staff member
Super Moderator
#18
The faulty one had a failed o-ring which was replaced.
Just for understanding, not trying to criticize:
The faulty O-ring was replaced prior to shipping in the first place, or after return?
The rejected part was tested for leaks and had no leaks prior to initial shipping? And was leaking only after return? Then O-ring was replaced?
 

qualprod

Trusted Information Resource
#19
Due to the nature of the valves we test every one for function and leakage. The faulty one had a failed o-ring which was replaced.
Is recommended to propose to your customer that valves were shipped ok, if they accept , you could repair the damages with some charge, if you can support the warranty.
On the other hand, is not common nor recommended to raise NC against your customer, remember "customer satisfaction".
By the way, didn't they view the fabrication records to verify valves were ok?.in this industry is managed to have a Bunch of records of the fabrication of the equipment, Is called dossier, into it Is included all the pased tests.other Point how important Is your customer?
Really do you have great benefits or is ocasional and minimum benefits?
Consider this before to reach the agreement.
Regards
 

Stefanos Papadakis

Involved In Discussions
#20
Just for understanding, not trying to criticize:
The faulty O-ring was replaced prior to shipping in the first place, or after return?
The rejected part was tested for leaks and had no leaks prior to initial shipping? And was leaking only after return? Then O-ring was replaced?
Every valve was tested for functionality and leakage and all of them passed the tests. Then they were returned to us with the claim that all of them had a problem. We found out that only one was leaking and the problem was an o-ring that failed which was replaced!
 
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