Solution of Field Complaints for ‘Rice Cooker’

 This blog is going to talk about a product of small home appliances ‘Rice Cooker’. I still remember first shipment of Rice Cooker from China to Riyadh when concerned lady of a Factory 🏭 pick me at Guangzhou South Railway Station to Factory. When I inspected ‘goods’ as per given specification in a ‘Performance Invoice’ (PI) that confirmed with both supplier & buyer and according to ‘SASO’ standard.This product was new for me for inspection but I checked,tested and inspected during inspection I found quantity of inner pot was not same as per given confirmation.

The representative of that Factory’s comment after rejection is that ‘My boss will become angry 😠 with me’ by the way according to procedure I informed my colleague who was a purchaser who is following this order. Later Factory 🏭 rework with whole quantity of that shipment held inspection again, shipment passed and both purchaser of my office and sales from Factory prepare all documents ,booked container and it’s reached to port for importing country Saudi Arabia.

When shipment of  ‘Rice Cooker’ came into market whose main market was Saudi Arabia 🇸🇦. ‘ Field complaints about this product was that bottom of Rice Cooker which’s plastic were found  burnt during use.’

I got this email from a purchaser of our team from supply chain department of Saudi Arabia 🇸🇦.Later I know from my colleague that Saudi office wanted compensation from that Factory 🏭. I replied to my colleague a purchaser about how many quantity from market has this kind of issue and try to understand what is the main reason and how many kind of possibilities of this complaints could be, what action had been taken by Maintainance department with that complaint, which spare part is changed during repairing and asked at least two samples from Saudi market to China 🇨🇳 to find reasons and for solution.

Suddenly CEO/Owner of a Company planed to come China 🇨🇳 and he brought two samples by himself in a flight ✈️.

Until now I was not much serious about this brought Sample was kept in a office with long time,my colleague remind me that ‘Faiz do you know Boss brought this sample by himself’ later she arranged visit to Factory for me. In a Factory 🏭 a woman 👩 who’s QC don’t know speak English with the help of Sales incharge together we started to find reasons. It was good experience to apply all possibilities so that bottom of rice cooker could burnt. Used destructive testing and finally found actual reason and cause because of bottom  part which is plastic was burnt.

She show me ‘ how bottom part could burnt’ .

After sending report to my concern... my responsibility was finished .... Now decision was pending for management.