How complaints will be handled by ST?

After every detail are confirmed by both party before starting cooperation, normally the last question from customer is that how you will deal with ignition coil complaints or returns.

As ST really cares about customer’s reputation and satisfaction, we pay much attention to each steps may result in complaints, but even rarely happened situations like below are still taken into consideration by ST, hope it resolves the concerns.

1. Ignition Coil Failure.

If you get a few complaint from the market, please ask for photos or video for actual failure of that coil and keep them in record. Then collect all returns and let us know the qty when all sold out or begin next order to us.  We will check those photos and videos, once confirmed it’s our problem, new coils will be free to replace those failed one into the next order, or just minus failed amount from next order. It’s not necessary to send returns back as express charge is too high, just scrap them at your side.

If you receive more than 5% rejection from your clients in a short time, first step is saving further loss: Ask your customers stop selling this item any more, and isolate your current stock until finding out the reason, because it maybe a mass failure. Then ask your clients to send photos or videos for those rejections for evidence. Get at least 5 returns to us for failure analysis, we will let us know the result and tell you to continue selling or send them back to our factory or just scrap them. You can choose replaced ones or just subtract amount from next order.   

2. Package Damage During Transportation

Please contact us immediately and show photos if you find package is badly damaged once received the goods. We will investigate it happened at which step, if it’s our responsibility per incoterms, the replaced packing will be made asap and loaded into your next shipping container to catching your sell season. Or we can discuss if you can make packing at your country and we pay the cost.

3. Quantity Shortage

Take photos for shortage items, packing and labels when you find this situation. Back order will be sent in your next shipment or minus from next order payment.

4. Discrepancies between Coil and Labels

If you find the box label is different with inside coil, it’s better to send us photos to identify and reprint labels to you if that item can be sold in your market or just label mixed wrongly with another item. If the coil is not ordered by you and can’t be sold in your market, we may ask to scrap them and sent you new ones or minus from next order amount.

No matter the problem is caused by ST or not, we will always here to try our best to support and help customer go through.