WHY CHOOSE US?

After-sales service

For many suppliers, after-sales service, especially quality complaints, is the most troublesome thing for them. The profit of an order is only a little bit, but the product cost, freight and labor cost generated by the complaint is a huge amount, so for some Complaints filed by small guests, their responses are usually not timely or even ignored;

SUNTRAC treats any customer's complaint equally, will provide 8D report within 3 working days, and actively take responsibility for the extra cost; this is also the reason why most customers choose to cooperate with us for a long time;

The following is the whole process of our handling of a more complex complaint for your reference

In 2018, we got a complaint from European customer, that a batch of Double bolts super clamps by Air delivery didn't reach the required break torque 40Nm.

Step 1:

--We checked the raw material, production records, all are qualified;

--Meanwhile we made test on stocks from the same order no. at once, all test results are qualified;

--In order to avoid the differences caused by different testing method, we also calibrated our equipment and took video of the whole testing process, which also approved by customer.

--Then we have to ask customer to send back some samples from that order, however, all test results are OK.

Step 2:

--To avoid the suspension of sales for customer, we temporarily used 430SS material instead of Zinc plated steel and shared the additional cost.

--Technology department proposed to adjust the structure, but the experiment finally failed.

--From the feedback from customer, we got to know some similar products by sea could pass the test successfully, therefore our technology department called to mind the theory of “hydrogen brittleness”, after several tests, the cause of problem was finally identified!

Above complaint got through several months, by huge efforts and enough patience, also together with the assistance of our customer, we finally found that unusual cause, the whole technical team got significant improvement!