Supplier doesn't accept the complaints

Sidney Vianna

Post Responsibly
Staff member
Admin
#11
Hello!
I have a lot of suppliers that don't accept a complaint. They sometimes show that their process cannot create the issue or sometimes they say that the complaint is actually acceptable by the automaker.
Sometimes we don't have the time to go to the supplier facility and understand their process and what we have is their presentation or written arguments. How to really understand and decline a complaint opened ?
Thank you!
You are leaving a lot of details out of the context here for any meaningful feedback. What is the percentage/DPPM of these complaints? If you have a few items with cosmetic issues for a lot of 20000 pieces made of plastic injection, the supplier is OBVIOUSLY correct in pushing back, as there is no possible corrective action. Suppliers may also be correct to point out that some parts will degrade/deteriorate if poorly stocked in a crappy warehouse. To what they might have no control over, after you receive the parts.

You stated that you have a LOT OF SUPPLIERS that don’t accept complaints. Well, unless they are customer designated sources, bad suppliers is just another symptom of a dysfunctional organization. If you have lousy suppliers and keep a business relationship with them, it is your organization's fault. You are the customer. Start acting as one.
 
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Cari Spears

Super Moderator
Staff member
Super Moderator
#13
Hi.
Or they consult the automaker (GM, VW,others) to check if that is a problem. Ok, in this second scenario when the automaker says is not a problem we can consider the complaint canceled.
I don't understand how the sub-tier supplier is going around your company, straight to the end customer.
 

Ninja

Looking for Reality
Trusted Information Resource
#14
A number of sub-tier suppliers were determined by the automaker, then foisted upon the direct supplier as a "must use". Those initial contacts still exist.
 

outdoorsNW

Quite Involved in Discussions
#16
If handled appropriately with good communication, I don't mind if suppliers do communicate with the customer. I can save me work. If the supplier communicates the information back to me with good documentation, it makes my work easier. Some problems are so technical that only the supplier and the customer understand the technical details. We sometime take very complex components and install them without needed to understand many of the technical details. When something goes wrong in our testing, the design responsible customer understands the design better than we do and can better answer the supplier's questions and help convince the supplier that their part is the problem.
If the communication is poor, then my work can be harder. I want to send customers good parts and if my supplier makes that easier, I am all for it.
 

optomist1

A Sea of Statistics
Trusted Information Resource
#17
I may have missed thsi above...but if the suppleir in question is a directed source or is furnishing customer purchased parts, components etc., to you to install...this changes the complexion, as they may have a pre-exisiting relationship with you customer....however, this is my opinion does not negate the need for defined lines of communication, even if the customer is "good" with complaints for the same
 

mattador78

Involved In Discussions
#18
A number of sub-tier suppliers were determined by the automaker, then foisted upon the direct supplier as a "must use". Those initial contacts still exist.
In Aerospace we have the same we have the end user who has audited us and worked with us for approval from them who them passes on other suppliers to us as a must us for a finishing process. Also we have then had a customer raising an issue with us which according to the end user is not an issue where I have then had to go to the end user to close the issue due to our relationship with them. The customer who raised the issue is now no longer a supplier to the end user.
 

Ed Panek

QA RA Small Med Dev Company
Trusted Information Resource
#20
At management review discuss the risks of going with the lowest bidder and how it affects your leverage.
 
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