A Mexico customer ordered 524 pieces diamond saw blade including 200pcs 350mm blades for cutting marble, travertine and 324pcs 600mm, 1200mm, 1300mm, 1600mm diamond saw blade for cutting marble, travertine and cantera. Among these blades, there are 60pcs 1200mm diamond saw blade for cutting marble.

We had completed the production within contract given time. Before shipment, we must inspect the quality of all diamond saw blades again. Unfortunately, we found little flaw in the blade blanks from 6pieces of 1200mm diamond saw blades, the flaw won't affect the cutting effect, however, if the blade blanks are recycle-used over 5 times, tiny crack may occur. To guarantee the quality and for our company reputation, we decided not to send all 60 pieces of 1200mm diamond saw blades to customers. We diceded to ask the blade blank supplier to produce the blanks and we make new diamond segments. We didn't plan to take down the segments from the saw blades and weld them to other blanks, otherwise, the performance of diamond segments may become low after high temperature of taking down. We have no choice but waste 4800pcs of segment and 60pcs of blank.

After tensive production, we completed the rework of 60pcs 1200mm marble saw blade. By more strict inspection, we confirmed the quality and sent the 1200mm diamond saw blade to the customer. Of course, at customer's request, we gave 4800pcs of previous diamond segments to him for free, and luckily, the customer didn't find any poor performance of these segments during use.

ChinShine: a responsible quality inspection and treatment


Here is the original email to the customer from our salesman.

"Good day! By last Friday, the air shipment of segments had arrived in Mexico City, and the sea shipment of diamond saw blade and segment had been sent out last week.

We are sorry to inform you that we didn't send all 1200mm blades (60 pcs). We found little flaw in the blanks from 6pieces of 1200mm blanks, the flaw won't affect the cutting effect, however, if the blanks are recycle-used over 5 times, tiny crack may occur. To guarantee the quality and for our company reputation, we decided not to send all 60 pieces of 1200mm diamond blades to you.

The reason why we tell you about this unexpectedness late is that we were discussing about how to give you a satisfactory answer. We decide to make another batch of new blanks and segments to you, and the leading time of these blades is about 12 days later. Please understand us that we can't send you blades whose quality is not guaranteed.

Regarding the 2400pcs of segments which taken off from the ready blades (60pcs of 1200mm), we will send them to you for free, but the performance of these segments may not be as good as new segments because they were already welded before.

I planned to visit Indonesian customers at the end of this month at first, but to follow-up your order by myself, I may cancel this trip.

If you have any other question, please let us know.

By the way, I believe that any other companies will not tell you about the little problem of blanks and send them to you without notice and they won't accept return of goods as well.

Best regards,
Lu***
"


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