2025-12-18

Write about a customer complaint and how to solve it

Shirley's customer complaint that the honey rolls we produced for them have many paper scrap between the film. It's a very serious issue for food packaging.
I discussed with the factory/production team, to analysis the reason. There is only paper core or paper box with paper material, but the paper box was packed with a inner plastic bag, so the paper core should be the most possible reason.
The paper scrap would goes into the film during the slitting process. We should use the paper core with very clean sides and pay more attention to it during slitting process.

Regarding the customer, we'll make up 2 rolls in next batch, to make everything in the perfect way.

The customer has also complaint that the roll film splice covered the tracking mark.

It makes the machine cutting at the wrong position, waste much honey and time.
We have no idea about this issue before their feedback, so from next batch, we'll put the splice at the position away from the tracking mark.
Make sure everything will work well on the customer's machine.

The customer have a problem with laser score bags, the laser score is finished too deeperit easy to fall off.
First, we need explain to customer where does the defect come from, Because we told the manufacturing department to get easier linear tear, so in the actual process, a deeper score may be achieved.
there is always machine tolerance in the laser process, so will make the laser score is finished lessdone or overdone, so some bad bags may appear.
we need make up the defect bags in next order, and lessdone the machine pressure to avoid  cause the top to fall off easily.

Actually, I haven’t received any customer complaints until now, but I have encountered customer confusion. A customer wanted to make samples with their own design, and I told them the sample price was $200. The customer was quite shocked and questioned the quotation, asking, “Why is the price so high for just a small quantity of bags?” When I saw this question, I didn’t know how to explain it. Charles said that I should understand every detail first, and then I can make the customer understand clearly. So I learned about the sample production process, and I finally knew why the customer needed to be charged $200. I explained to the customer that although the quantity of our sample production was small, the production cost was actually similar to that of mass production. The customer expressed that they understood very well. If you want others to understand what you are saying, the first thing is to know what you want to say.

If the customer complains that the delivery is delayed, how should we handle this situation if we promised the customer before placing the order that the factory can't finish it?
1️⃣Sincerely apologize, due to the recent increase in order volume, the production cycle will be adjusted, and your order delivery date will be delayed by a few days. To confirm whether it affects the customer's plan, we can change the shipping method to air freight or send it in batches (if the order is delivered too late, can we give some discounts for the final payment?).）
2️⃣The factory reported that the machine broke down and is currently under repair. The others machines have been working as usual. We will try to complete it as soon as possible, but we also need to ensure quality while keeping speed. Thank you for your understanding!
3️⃣Recently, there has been maintenance work on municipal projects near our factory, and nearby factories have been shut down.