Wooden Full Body Massager

The customer is a supplier to a European chain supermarket. They purchased 50,000 pieces of our toothbrush SKU-1023, with a total value of approximately USD 28,000, shipped in 5 40-foot containers to the Port of Hamburg, Germany. During random inspection at the overseas warehouse, it was found that about 15% of the toothbrushes (7,500 pieces) had weak bonding between bristles and handle, with multiple bristles falling off upon slight bending. Additionally, about 3% of the blister packaging was damaged. The customer has rejected the entire shipment and requested a full refund or replacement of the same quantity.

Upon receiving the customer's video inspection report and high-definition photos, our company immediately arranged for the quality inspection team to re-check the retained samples. It was confirmed that the issue originated from abnormal injection molding temperature during production, which caused the bristle holes to be too loose. To protect the customer's schedule and shelf placement plan, our company adopted the following measures: 1. Agreed to allow the customer to keep the qualified portion (approximately 41,000 pieces) at a 10% discount off the contract price; 2. Immediately arranged air freight for 7,500 defective pieces to resupply new batches of the same specification, with freight and customs clearance costs borne by us; 3. Additionally sent 1,000 pieces as compensation for loss; 4. Free replacement of outer boxes for damaged packaging, improved the pearl cotton inner lining structure, and added bristle pull force sampling inspection standards for subsequent orders.

A European chain supermarket customer purchased a batch of customized toothbrushes from our company through a B2B platform (order volume approximately 1.2 million pieces, totaling 40 high-cube containers). After receiving the goods and starting packaging operations, the customer found that in one batch of toothbrushes, the tail end of the brush handle frequently caused film jamming and positioning deviation issues in the automatic heat-shrink film packaging machine, resulting in a packaging line downtime rate of 30%, seriously affecting delivery progress. The customer's engineer preliminarily concluded that the issue was due to product dimensional tolerance problems, and demanded that our company bear full responsibility and handle the matter urgently.

After receiving the customer complaint, our after-sales technical support team conducted a remote diagnosis via video link at the first opportunity, arranging for the customer's engineers to film the packaging line in operation on-site and simultaneously transmit equipment parameters. Our technical staff found that the actual cause of film jamming was not oversized brush handle dimensions, but rather that the positioning mold in the heat-shrink film channel of the customer's packaging line had worn out due to prolonged use, and the curvature at the tail of this batch of toothbrush handles deviated by approximately 0.3mm from the mold's standard position, which was amplified under high-speed operation. We remotely guided the customer to replace the spare mold liner, provided a temporary parameter plan for adjusting the heat-shrink temperature curve and feed spacing, and simultaneously arranged for technical staff to feed the toothbrush tail curvature data back to the production end, urgently adjusting the mold process for subsequent batches to ensure compatibility with the remaining orders.