Colorful Water-Based Pen Set

A European B2B client purchased a batch of customized notebooks (including inner page printing and hot-stamped logos) and 100,000 ballpoint pens from our company, with a relatively high order value. After the goods arrived at the destination port, the client's spot check revealed that about 15% of the notebooks had issues with ghosting in the inner page printing and uneven cut edges, while about 5% of the ballpoint pens showed loose cap-to-barrel fit and easy detachment after transport. The client filed a quality complaint and demanded that our company immediately send technical staff to the local warehouse for full inspection and on-site repair; otherwise, they would reject the entire shipment and claim compensation for logistics and sales losses.

Our company has urgently activated the on-site technical support service plan: 1) Within 48 hours, coordinate 2 senior printing process engineers and 1 pen product structural engineer, process visas and fly to the customer's country; 2) After arriving at the customer's overseas warehouse, first conduct box-by-box and pen-by-pen classified inspection of all notebooks and ballpoint pens, and formulate a graded handling plan; 3) For the notebook ghosting issue, adjust the pressure and temperature parameters of the customer's own laminating machine on site, and use special cleaning agents and calendering processes to repair pages that are printed but slightly blurred; for pages with severe ghosting, arrange for local cooperative printing plants to reprint and rebind; 4) For the loose pen cap issue, engineers use portable ultrasonic welding equipment to perform micro-melting reinforcement on the inner wall of the pen caps, replace some pen cap locking components with excessive tolerance deviations, and re-conduct drop tests; 5) Output bilingual Chinese-English inspection reports and maintenance records throughout the process, and synchronize progress daily with the customer's quality inspection team.