Embedded Stainless Steel Double Burner Gas Stove Series

A major kitchen appliance brand in the Middle East (customer name: ***) purchased 5,000 built-in tempered glass gas stoves (model: ***) from our company, shipped in two batches. After the first batch arrived at the port, the customer found during warehouse spot checks that the flame caps of approximately 320 gas stoves were visibly deformed, and some ignition needles were misaligned, leading to a reduced ignition success rate. The customer reported that after installing this batch into complete kitchen cabinets, the flame distribution was uneven and some stoves could not ignite properly, seriously affecting their end-sales plans. Preliminary investigation showed that the issues were concentrated in insufficient heat resistance of the flame cap material and unreasonable packaging cushioning design, causing stress deformation under sea transport vibration and high-temperature conditions. The customer demanded a full return of all in-transit and received products totaling 5,000 units, and required us to bear the port detention charges, local transportation costs, and manual unpacking fees, with a claimed compensation amount of approximately USD 198,000.

Our company immediately initiated a quality emergency response: 1) Arranged technical personnel to conduct a video conference with the customer, providing remote guidance for the customer to inspect each unpacked unit, confirm the specific quantity of deformed and ignition-faulty products, and take photos as evidence; 2) Regarding the customer's request for a full-batch return, after negotiation it was changed to returning only the 352 units confirmed to have quality issues, while the remaining 4,648 units will be repaired on-site by our engineers at the local warehouse (replacing burner caps, calibrating ignition pins), with all costs borne by our company; 3) Urgently air-shipped 500 sets of improved thickened heat-resistant burner caps and reinforced honeycomb positioning gaskets to the customer's warehouse, while adjusting the production process and packaging plan for subsequent batches (adding honeycomb paper trays and shockproof corner braces); 4) Agreed to bear the customer's port detention fees, local drayage fees, and manual unpacking fees totaling USD 23,000, and committed to completing repair and reshipment of the 352 returned units within 45 days.

Customer *** (a bulk purchaser from the Middle East) reported that after installation of this batch of 5,000 five-burner gas stoves, some burners fail to ignite, with a failure rate of about 15%, seriously affecting local distribution progress. The customer's technical team has tried replacing batteries and cleaning the ignition needles, but the issue persists. They request remote technical support.

Our after-sales engineer, through remote video diagnosis, found that the faulty batch of products was used in a high-humidity coastal warehouse, and the customer did not remove the transport protective film on the burner surface during installation. We guided the customer to check the gap between the ignition pin and the burner one by one, confirming that residual protective film caused abnormal insulation. We also provided detailed illustrated disassembly steps, remotely assisted the customer in batch-removing the protective film, adjusted the ignition pin gap to 3-4mm, and recommended adding moisture-proof packaging for future storage.

An overseas large kitchen appliance brand purchaser ordered 5,000 built-in gas stoves (including tempered glass panel and honeycomb burner models) at once through a B2B channel. After the goods arrived at the destination port, the customer reported that 17 out of the first 200 units installed had problems with difficult ignition, yellow flames, and incomplete combustion, and worried that the entire batch might have quality risks. Due to the large quantity and high value involved, the customer requested that we arrange technical personnel to go to the local site as soon as possible to provide offline technical support, and provide a comprehensive inspection plan and preventive measures.

Our team was quickly mobilized and flew to the customer's country with professional testing equipment to provide 7 days of on-site technical support. During the visit, 300 gas stoves were randomly inspected. It was found that the main causes were slight displacement of honeycomb burner nozzles in some batches due to vibration during transportation, as well as deviations between local gas pressure and our factory testing standards. The technical team recalibrated the nozzles and air dampers of all opened units on site, and developed a unit-by-unit inspection plan for the remaining unopened products. At the same time, they provided operational training to the local after-sales team, compiled a local gas adaptation adjustment guide, and replaced 50 sets of vulnerable parts free of charge.

A customer (********* company) made a one-time purchase of 5,000 built-in gas stoves and 3,000 infrared gas stoves through a B2B platform. After the goods were shipped to Dubai, local distributors and after-sales teams reported a low installation success rate, with user complaints about unstable ignition, incorrect nozzle adaptation, and confusion over gas types. Although the customer has years of agency experience, they were unfamiliar with the honeycomb burner structure, natural gas/LPG conversion adjustment, and the installation force requirements for tempered glass panels in this batch of products, resulting in more than 200 after-sales tickets within one week and an urgent need for systematic training support.

Our company urgently dispatched 2 senior after-sales engineers to the customer's overseas warehouse and show center located in *** to carry out a 5-day intensive training + hands-on certification service. Training content includes: 1) Standard procedures for gas source switching and nozzle replacement for different models of gas stoves (built-in, countertop, infrared, etc.); 2) Installation precautions for honeycomb burners and troubleshooting of common blockages; 3) Installation specifications for tempered glass panels regarding cutout dimensions, support points, and tightening screw torque; 4) Gas pipeline pressure testing methods for high-power stoves with 5 burners, 4 burners, etc.; 5) Establishing a local after-sales "quick fault diagnosis card" and recording bilingual Chinese-English teaching videos. Meanwhile, our company remotely provided 200 spare parts kits (including nozzles, sealing rings, and ignition needles) for on-site disassembly and assembly drills. After the training, 12 local technicians from the customer were assessed one-on-one, and all passed.

Customer *** (a large kitchen appliance buyer in the Middle East) reported that among the 3,000 built-in gas stoves (model ***) it purchased, approximately 420 units were found to have low ignition success rates and some burners failing to ignite during port inspection and end-user installation. The customer requires urgent handling, otherwise it will affect the delivery schedule of its local hotel chain project, and has raised the risk of batch returns and claims.

Our company promptly activated a batch repair plan, arranged technical teams for remote video diagnosis, and confirmed that the issue was caused by vibration during transportation, which led to loose pulse igniter connection wires and slight misalignment of some ignition needle gaps. Subsequently, we urgently dispatched 500 sets of repair parts (including igniters, ignition needles, and connection wires), and sent 2 after-sales engineers to the customer's overseas warehouse. They worked with local service providers to inspect all 3,000 units one by one; for problematic products, parts were replaced on-site and ignition needle gaps were recalibrated. For batches without issues, preventive tightening and parameter re-testing were carried out, with a full maintenance log recorded throughout.