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A U.S. customer *** (company name: *** LLC) purchased 50,000 spiral spring cables (model: SP-2024, specification: 3-meter retractable, black PVC jacket) in March 2024. After delivery, approximately 12,000 spring cables were found to be unable to fully retract to their original state after natural extension, with sticking phenomena. Some cable jackets showed slight cracking. Upon re-inspection by our quality control, it was confirmed that the TPE elastomer ratio deviation in the raw material batch caused the insufficient resilience, and some PVC additives had inadequate weather resistance. The customer demands a full return and exchange, involving an amount of approximately USD 186,000.

1. Urgently allocate qualified raw materials, start production line 24-hour shift reform, the first batch of 30,000 replacement cables will be airlifted to the customer's Los Angeles warehouse within 10 days; 2. The remaining 20,000 pieces will be replenished by sea, and at the same time bear the customer's US domestic storage fees and re-inspection costs due to returns totaling USD 4,200; 3. Return all 12,000 cables of the problematic batch to our factory, after disassembly, screen out recyclable metal terminals, and treat the remaining materials in an environmentally friendly manner; 4. Sign a supplementary agreement with the customer, and give an 8% discount on subsequent orders as compensation for long-term cooperation.

A European industrial equipment manufacturer (customer code: ***) ordered 10,000 spiral spring cables (model: ***) via a B2B platform in November 2024 for signal connections in outdoor automation equipment. About 6 weeks after delivery, the customer reported that approximately 3,200 cables experienced elastic retraction failure in environments with temperatures as low as -15°C, failing to return to their original length, causing cable dragging and entanglement faults in the equipment. The customer requested urgent remote technical support and provided physical photos of the failed products, laboratory test videos, and on-site temperature records.

Our technical support team jointly investigated with the customer's quality engineer (contact: ***) via remote video conference: 1) On-site sampling was conducted for low-temperature tensile testing, confirming that the issue is related to the material's brittleness temperature point; 2) Batch records from the production line were reviewed, revealing that this batch of spiral spring wires uses conventional TPE material, with a minimum operating temperature marked as -20°C, but after repeated bending at an actual temperature of -15°C, microcracks appeared in the internal molecular chains; 3) It is recommended that the customer place the installed cables in a 20°C constant temperature room for 4 hours to restore elasticity, and replace the uninstalled cables with the low-temperature resistant modified TPU material version provided by us (which also meets the original tensile ratio specifications); 4) Through remote guidance, the customer completed verification tests on 3 sample wires using the alternative material, and after 48 hours, it was confirmed that they fully meet the usage requirements at -25°C.