High Precision Bearings

An overseas major customer purchased a large batch of deep groove ball bearings (order quantity approximately 80,000 sets, value approximately USD 260,000), shipped in two 40-foot high cube containers. After receiving the first batch, the customer conducted AQL sampling inspection and found that some products had excessive vibration values, with obvious abnormal noise during installation and operation; additionally, a small number of bearings had inner diameter dimensions exceeding tolerance limits, causing poor fit. The customer then conducted a full inspection of the entire batch, determined that approximately 15% had quality issues, and required a full return and replacement, while also filing a claim. Subsequent verification confirmed that the issues were caused by abnormal raw material batches and fluctuations in grinding process parameters during production, which are our quality responsibility.

1. We will immediately arrange a video conference between our technical team and the customer to confirm the scope of defective products and failure modes, and ask the customer to return defective samples for re-inspection; 2. After re-inspection confirmation, we agree to return all 80,000 sets of bearings from the first shipment and bear all return shipping and customs clearance costs; 3. Negotiate with the customer that approximately 68,000 sets that pass full inspection from the returned goods can be repackaged and reused at a 10% price reduction, while the remaining approximately 12,000 sets will be fully refunded by us; 4. Meanwhile, urgently arrange the production department to prioritize production, replenish 12,000 new bearings of the same model to the customer within 30 days, and provide an additional 2,000 sets as compensation for the customer's downtime losses; 5. Conduct third-party full inspection on all subsequent in-transit goods to ensure the remaining batches fully meet quality requirements; 6. Internally analyze root causes, update the process control plan, and re-audit raw material suppliers.