Customer Notice and Packaging Upgrade Plan Regarding Transportation Wear of Aluminum Alloy Telescopic Tubes

Incident Review

• February 25, 2025: A customer placed an order for a batch of outdoor aluminum alloy telescopic tubes.

• March 15, 2025: The customer reported noticeable friction marks on the surface of the telescopic tubes.

• March 21, 2025: The problematic items were successfully recalled, and re-production and re-delivery processes were initiated.

Joint Investigation

• Unclear Customer Requirements: The customer specified a packaging method of single telescopic tubes in plastic bags.

• Inadequate Service on Our Part: We underestimated the potential friction damage during transportation and failed to proactively suggest better anti-friction packaging solutions (e.g., single-tube shrink wrapping).

• Transportation Issues: The telescopic tubes experienced surface wear due to friction during transit.

Immediate Solutions

• The customer was asked to select and return the defective aluminum alloy tubes.

• We fully covered the return shipping costs.

• Expedited production and delivery were arranged, with each telescopic tube individually shrink-wrapped.

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Follow-up Improvement Measures

For products with high surface quality requirements, we will now consider packaging solutions from multiple perspectives. Instead of solely relying on customer specifications, we will proactively offer superior protective recommendations to ensure the integrity of products during transportation.