If we meet customer’s technical problem, how to solve it?

One customer wants to but 304L stainless steel rebar, they are very pay attention to the material can’t have magnetism, let’s us to send a sample for inspection.

We had confirmed with our supplier that the material must be without magnetism, they asked us three hundred CNY for this sample charge, maybe they faced a lot of people only ask sample, then did not do business, we understood this meaning.

We paid this money to them, they sent the sample to express company then sent to customer. But when customer test the magnetism, one head has, and surface does not have magnetism. So customer thought the surface is stainless steel, but inside is normal iron. We believe nobody make iron inside, and make stainless to surface in China, because the technology should be very complex, made the cost higher than regular production, especially this is sample.

When we told this problem to our supplier, he said very dirty language, and said that because we don’t have this general knowledge, they’ll never do business with us then turn off our phone call.

Face this problem, any people will be very angry. But I was more than fifty years old, I did not know them before, and we talked very well, why we suddenly become to enemy? At beginning I asked a lot of people, only they have this product, in my mind I will do this business with them.

I called to him by wechat again, but refused, I had to leave message to him: “We just want you to explain and solve this problem, if you refuse to talk with us, the character will be different, we must solve this problem, you’ll undertake this result.” Then he had to call to us, our talked record as below:

He: “Young people, because you don’t have any general knowledge, we don’t want to talk to you, and don’t do business with you. The reason is that the worker cut it by cutting machine, then get the magnetism, you should understand this.”

Me: “If this is correct, this should be special technology in this field, not common technology, you should explain to us patiently, not refuse to talk with us simply. You ask me young people, how old are you?”

He: “I’m thirty years old.”

Me: “Wow, I’m older than you more than twenty years, you call me young people, and say such language to me.”

He: “Sorry, I thought you are very young, never thought you are more than fifty years old. I’m sorry very much, you can confirm with your customer to cut the end by industrial scissor, then test it again.”

Me: “You told us without magnetism very much, you should pay attention to this, and don’t cut it by this way.”

We believed they are professional in this field, then tell customer this reason.

But whole day we consider this problem: Face so little trouble, they are so poor to solve this problem, if we do big business with them, maybe face other problem too, if they make trouble to us, that time will have big problem. Then we began to try to find another supplier instead of them. If you have pressure, you will do everything very high efficiency, after talked with several company, we found a cheaper and more professional supplier.

Under their pressure, we never want to do business with them again, but how to solve customer’s problem? How to let our customer do not give up this business? First step should let customer accept our sample. We considered to send another supplier’s sample again. But the cost is very expensive, and we paid them three hundred CNY, we were regret deeply, even we pay for the express charge again, we should let them return our three hundred CNY.

We thought they would not easy to return our money, and find way to sue them for fraud. We had prepared the chat record, if so will make big trouble to them, and we’ll spend too much energy. I thought we should talk with them and tell them this result.

We left message to them: “Mr. Liu, look at this picture, it is very clear that the rebar was cut by industrial scissor, not cutting machine, please return our money, our customer think we cheat them, want to sue us to Alibaba, that will make big trouble for us.”

But whole day we consider this problem: Face so little trouble, they are so poor to solve this problem, if we do big business with them, maybe face other problem too, if they make trouble to us, that time will have big problem. Then we began to try to find another supplier instead of them. If you have pressure, you will do everything very high efficiency, after talked with several company, we found a cheaper and more professional supplier.

Under their pressure, we never want to do business with them again, but how to solve customer’s problem? How to let our customer do not give up this business? First step should let customer accept our sample. We considered to send another supplier’s sample again. But the cost is very expensive, and we paid them three hundred CNY, we were regret deeply, even we pay for the express charge again, we should let them return our three hundred CNY.

We thought they would not easy to return our money, and find way to sue them for fraud. We had prepared the chat record, if so will make big trouble to them, and we’ll spend too much energy. I thought we should talk with them and tell them this result.

We left message to them: “Mr. Liu, look at this picture, it is very clear that the rebar was cut by industrial scissor, not cutting machine, please return our money, our customer think we cheat them, want to sue us to Alibaba, that will make big trouble for us.”

Remark: Our major products are railway steel rail and fasteners, some time we also help our customer to purchase related products.

We can export international standard flat bottom rails as below: