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After-sales & project support
Report a delivered-part issue and follow a clear route through containment, traceability, corrective action and closure.
AFTER-SALES & QUALITY RESPONSE
If a delivered part creates a problem, start with containment.
Report the order and lot once. Sales, quality, engineering and the workshop follow the same case record through containment, investigation, disposition and closure.
4 working hoursInitial acknowledgement and owner assignment
1 working dayFirst containment and status update
Lot traceMaterial, production, inspection and packing records
Written dispositionRecovery action agreed case by case
01 / WHAT HAPPENS NEXT
A visible route from complaint to closure.
We acknowledge the issue within 4 working hours, provide the first containment update within 1 working day and confirm the investigation schedule after reviewing the evidence and affected samples.
010–4 working hoursAcknowledge, contain and assign an owner+
We confirm the affected part, lot and urgency; check stock, work in process and shipments; and give you one named contact for follow-up.
02Within 1 working dayReturn the first status update+
We return the known facts, temporary containment, evidence still needed and the next checkpoint. Timing starts after we receive enough information to identify the order or lot.
03InvestigationTrace material, process and inspection records+
Quality and engineering compare the approved drawing and sample with material lots, setup records, in-process checks, final inspection, packing and the customer use condition. A returned sample may be needed.
04DispositionAgree the practical recovery action+
According to the verified cause and production impact, both sides confirm sorting, rework, replacement, redelivery or another written disposition before affected material is moved or returned.
05Correct and closePrevent recurrence and verify effectiveness+
For confirmed manufacturing nonconformance, we update the relevant control point and provide a root-cause and corrective-action report (8D when required), then verify later lots before closure.
02 / HELP US ACT FASTER
Five pieces of evidence save the most time.
Do not discard or return affected parts before the disposition is agreed. Isolate them and keep the original label, liner and packaging where possible.
03 / HOW WE DECIDE THE REMEDY
The cause decides the action.
This protects the customer’s production and keeps every action recorded through to its result.
Confirmed manufacturing nonconformance
We agree containment and an appropriate remedy such as sorting, rework, replacement, redelivery or credit, then correct the relevant process control.
Check the order requirement against actual use
We compare the approved drawing and sample with the actual assembly condition, then confirm whether material, process or use needs adjustment.
Cause is not yet confirmed
Both sides preserve evidence and agree temporary containment first. No return, rework, disposal or process change is treated as approved until it is confirmed in writing.
ONE OWNER THROUGH CLOSUREYou do not need to repeat the story to sales, quality and the workshop.
PRODUCTION FIRSTContain affected lots and agree the immediate recovery route before waiting for the final root cause.
EVIDENCE, NOT GUESSWORKDrawings, approved samples, lot records, inspection data and actual use conditions are reviewed together.
A CLEAR NEXT UPDATEEach update states what is known, what remains open, who owns it and when the next checkpoint is due.
04 / REPORT AN ISSUE
Start with the order and part number.
Only two items are required to open a case. Add contact details, the issue description and evidence when they are available; our team can ask for anything else after the case is identified.
yuyi.tang@wxprecision.comWhatsApp / TEL: +86 159 8942 3351