Owning Our Process Omission: How Taizhou Shuangyi Resolved An OE Number Mix-Up

At Taizhou Shuangyi Auto Parts, "Creating Real Value" means confronting challenges head-on. We recently resolved a customer complaint stemming from an internal process gap, and believe transparency builds trust. Here's what happened and how we're ensuring it never recurs.

A customer requested a quote using a specific OE number. Our sales team referenced our internal parts database and identified a match. Unbeknownst to them:

1. The OE number was incorrectly linked to two distinct parts due to a legacy data entry error.
2. A critical verification step – cross-referencing the physical part against the customer's original OE request – was missed during order processing.
3. Our production team manufactured and shipped the part based on this incomplete data.

Result: The customer received 100 units (value: 7,500 RMB) of a part that did not match their application, despite matching our flawed internal record.

1. Full Ownership: We acknowledged the error without reservation.
2. Expedited Replacement: We prioritized production and shipped the correct part at our expense, absorbing all costs.
3. Direct Communication: We maintained proactive updates with the customer, apologizing for operational disruptions.

The financial impact was significant, but honoring our commitment to "Creating Real Value" was non-negotiable.

This was not a lack of product expertise (our team knows brake master cylinders and brake systems intimately). It exposed two weaknesses:

1. Legacy Data Risk: Duplicate Numbers linkages in our reference database.
2. Procedural Failsafe Gap: Missing OE cross-checks at order confirmation and dispatch

✅ Dual Verification Protocol:
 - Pre-Order: Mandatory OE number cross-reference before confirming specifications.
 - Pre-Dispatch: Physical part validation against the original OE request.
✅ Staff Retraining: Reinforcing verification workflows for sales & production teams.

As a manufacturer controlling our processes, we transform setbacks into stronger safeguards:

• Zero Tolerance for Avoidable Errors: We invest in systemic fixes.
• Customer-Centric Resolution: Your success drives our actions.
• Proactive Transparency: Sharing this reinforces our accountability.

 

To Our Valued Customer: We deeply regret the inconvenience caused and thank you for your partnership.
To All Customers: Your trust is paramount. We're committed to being your most reliable source for brake & clutch hydraulics.

 

Questions about our quality control? [Contact Us Today] → [https://www.brake-cylinder.com/]

Phone：+8618857656558

Email：sy-parts@outlook.com