Professional Stationery Manufacturer

A B2B overseas client purchased 500,000 ballpoint pens (model ***) from our company via full container load. After arrival at port, random inspection feedback indicated about 3% of the pens had ink leakage at the tip, causing contamination of the outer packaging. The client's country cannot accommodate our personnel for on-site handling, and they urgently request remote technical support to determine the cause and reduce losses.

Our after-sales team immediately initiated a remote support process: through video conferencing, we guided the customer to conduct re-inspection using standard sampling methods (10 pens per box, 500 pens in total) and record microscopic observations; combined with the high-resolution photos of the pen nibs and writing test videos sent by the customer, we determined that the issue was concentrated in specific batches where temperature changes during transportation caused displacement of the sealing silicone oil. We then provided remote technical standard documents, guided the customer to use a centrifuge for low-speed centrifugation of the affected batches, and opened an expedited spare parts channel, arranging a free supplementary shipment of 2% of the quantity as after-sales buffer stock.

Customer *** (a large stationery distributor in the Middle East) made a one-time purchase of *** cartons of acrylic markers and *** cartons of highlighters, totaling approximately *** hundred thousand pieces. After the goods arrived at the port, the customer reported that workers at their repackaging factory made numerous operational errors regarding the storage of acrylic markers, cleaning of pen tips, and prevention of ink leakage from highlighters in high-temperature environments, leading to issues such as dried pen tips, poor ink flow, and label detachment during the initial repackaging process. The customer requested urgent technical support and claimed compensation.

Our company quickly arranged senior after-sales engineers to form a special training team, and provided 3 customized training sessions for the customer's packaging line supervisors and quality inspectors via video conference + on-site recorded operation videos: ① Explained the key points for sealed storage of acrylic markers, the risk of storing pens with the tip facing down, and correct stacking methods; ② Demonstrated the recovery testing process for highlighters after high-temperature container transport, including static temperature control, trial writing checks, and methods for screening leaking pens; ③ Provided multilingual illustrated operation manuals and troubleshooting guides, and remotely guided the customer in adjusting pen placement angles and packaging environment humidity on the packaging line. The training covered a total of *** operators in the customer's warehouse and packaging workshop, and the training recordings were retained for internal re-training use.