How We Provide High-Quality After-Sales Service

In product sales, after-sales service is a crucial component.

SF Electrical Appliance has always adhered to the principle of providing the best service to our customers, not only striving for excellence in product quality but also dedicating ourselves to after-sales service.

Below are our basic after-sales policies and a recent case we handled.

Basic After-Sales Policy

1. We provide 1% spare parts with each batch of products for quick replacement by customers.
2. Products come with a 1-year warranty. Within the warranty period, we will provide replacement parts for any issues that arise.

Recent Case Analysis

Background: We have a Southeast Asian customer with whom we’ve been working for 10 years, with monthly shipments.

Recently, this customer reported that the quality issue rate of our products had increased from less than 1% to 2-3%.

Our Response

1. Prioritizing the Issue: We recognized this as a serious quality concern and took immediate action.
2. On-Site Investigation: I flew with our engineering team to the customer’s warehouse in their country. We spent a day disassembling 40 motors to analyze the cause.

Investigation Results

1. 18-inch fans: About 20 units returned Only 1 unit was produced in the last 2 years Others were from 3 to 8 years ago Total shipments in the last 2 years: 3,300 units
2. 20-inch fans: About 20 units returned 7-8 units were produced in the last 2 years Others were over 3 years old Total shipments in the last 2 years: 4,000 units
3. 26-inch fans: About 30 units returned 8 units were produced in the last 2 years Others were from 3 to 10 years ago Total shipments in the last 2 years: 10,000 units

Analysis Conclusions

1. The actual return rate for products made in the last 2 years was within 1%, meeting industry standards.
2. Due to the customer’s small market size and limited number of distributors, even products from many years ago were being returned when issues arose.

Solutions

1. After negotiation with the customer, we agreed to provide replacement parts for products with issues within the last 3 years.
2. We made technical improvements to address the quality issues identified, reducing the temperature rise from 60-65K to 50-59K, thereby enhancing product performance.

Summary

This case demonstrates our commitment to customer feedback and our ability to respond quickly.

Although the actual situation was not as severe as initially reported by the customer, we still took it seriously, conducting a thorough investigation and making improvements.

This not only resolved the customer’s concerns but also helped us further enhance our product quality.

We believe that continuously improving our products and services is the key to establishing long-term, stable relationships with our customers.