How we handle customer's complaints

We has supply over 5600pcs traffic signal modules to an Asia market customer, recently he share us some pictures and inform us there are some modules not work now.

First, i ask him provide the Faulty modules pictures, so we can check the serial number to know when we supply this modules to them, and what kinds of raw materials we used (we always has BOM for each kind of modules, those information can tracking for each modules). After check it is supply in Nov,2019, and that power supply is our regular parts, which we also supply to others, they work well.

Second, ask them open the modules cover, show us pictures for analyse, after comparison, we note the diodes and fuse are busted. you can refer following pictures.we ask them to replace the fuse to try, then it work.

Third, we help them find the reason. they take 24VDC modules from us, the?operation?voltage range is?9~30VDC. We note the?diodes and fuse are busted, it caused by higher?current and higher voltage. the higher voltage causes TVS breakdown and short circuit, and then causes fuse to burn out.

Now things is clear, we will supply some electronic parts to them for replace. Of course, we advised customer attention their custmer to ensure that no higher current and higher voltage or fluctuation of voltage pass to traffic modules.

For us, we don't warried customer's complaints, when got complaints, we need work together with customer to improve issues, only for this can make sure us got long time business.