How to make a satisfied solution when meet product problems?

I found myself slipping into a complaint frame.

The target bombarded by my complaint was my supplier Lynn.

She works for a LED panel light factory in Zhejiang.

11 years of history, 10,000 square meter along with ISO certificated products.

This is the first time we cooperated.

They could have received an A grade on the paper.

I placed a panel light order 9420pcs 595*595mm,36W to her on 12th Aug, 2016.

Then we got problems after we installed the panels in Dec, 2016, 5 days later, lots of panels failed to turn on.

Lynn has a critical problem:

You are not expected to find the term “Proactive” in her dictionary.

In other words, she did not take initiatives during our communication.

Any buyers would want to receive a timely update on the process.

I did not get any feedback for 1 week after I sent the problems and videos to Lynn.

The 2nd week,Lynn told me they can not analyze the roots via pictures and video,they needed faulty panels to analyze,then I decided to send 10pcs panels for her.

Lynn was extremely slow.

She should have informed me,why the panels failed and how to deal with the problems and how to avoid and how to improve in future orders.

Unexpectedly,I have to ask her once every two days to keep myself well informed of all progress.

My attention was depleted.

What’s worse, she asked me to send another 10pcs panels back on 10th Jan,2017,they can not find out why the panels failed.And then no reply, no answers and no emails from her.

My irritation was compounded.

Now I would only grade B- for this company

Because they sucks no matter on products and service.

This is the complaint from one of our customers.It is true that a good supplier is hard to distinguish nowadays.

It is not about how old the company is, how many achievements they have accomplished in the past or how many big names they have been working with.

In fact,at this case, it is easy to know its initial roots,just do 4 things.

1.change a driver from which the panel works well to the faulty one,then see the result

2.change a better driver, then see the result.

3.take out the LED strips and put on the thicker alum profile,with a better driver,then see the result

4.take out the LED strips and put on the thicker alum profile,with a driver from which the panel works well,then see the result.

A qualified supply chain intakes top-sales who know：

How to be a backup force for their customer?

How to think before their customer?

How to release them from unnecessary worries?

How to fuel them up on the front?

How to make a satisfied solution when meet product problems?

How would you define a good supplier to partner with?

Drop me messages to share your inspirations.