Rotating Hands-Free Mop Bucket Set (Upgraded)

A German customer *** (company name masked) purchased 12,000 sets of spin mops from our company, shipped to Hamburg port. During spot inspection at the overseas warehouse, the customer found cracks in the locking position of the extended pole on about 15% of the mops, and about 800 sets broke directly in simulated use tests. The customer requires return of the entire batch or full compensation, and claims that the quality issues caused delays in their downstream supermarket orders, demanding compensation.

After verification, the batch of products had insufficient rod strength due to deviations in raw material pipe wall thickness and unstable welding process parameters. Our company urgently formed a special task force and reached the following plan with the customer: 1. Conduct a second inspection on the arrived goods at a 30% sampling rate, confirming approximately 1,800 defective units; 2. Our company bears all return shipping costs and will re-produce 12,000 mops within 45 days using thickened pipes and optimized welding processes, air-freighted to the customer's designated warehouse; 3. Provide an additional 500 identical mops free of charge as temporary compensation for downstream orders; 4. The defective units returned by the customer will be scrapped locally by our company, and a quality analysis report will be issued.

Customer *** (a large European supermarket chain purchaser) purchased a total of 20,000 sets of spin mops at one time through the B2B channel. After the goods arrived at the port and were distributed to various stores, the stores reported that some mops had issues with the telescopic rod getting stuck and the wringing device failing to lock properly during use, involving approximately 3,500 sets, accounting for 17.5% of the total. The customer requires urgent handling, otherwise it will affect terminal sales and subsequent reorders.

Our company immediately initiated the remote technical support process: 1) Based on the batch number, packaging box code, and photos of the problematic product provided by the customer, we guided the customer's local warehouse personnel via video conference to disassemble the faulty mop handle and step-by-step inspect the assembly of the telescopic joint snap ring, locking nut, and wringing pull ring; 2) Simultaneously, we retrieved the production records and factory inspection reports for that batch, confirming that it was not a raw material batch issue and determining that the problem was caused by partial displacement of some snap rings due to jostling during sea transport; 3) We remotely guided the customer's maintenance personnel to use special tools to reset the snap rings and re-adjust the limit screws on the wringing pull ring; 4) We provided a multilingual illustrated "Fault Self-Check and Repair Manual" and operation demonstration videos for the customer's stores to handle the issue independently; 5) For the small number of products that could not be repaired remotely (approximately 120 sets), we arranged air freight to send replacement parts and bore the corresponding shipping costs.