The most frustrating thing in purchasing electronic components for electronic manufacturing and research and development is discovering quality issues with the purchased electronic components on the production line or in the laboratory. It disrupted the production pace, delayed project delivery, and caused direct economic losses. However, even worse than discovering the problem, it was due to improper communication methods that led to getting stuck in a dispute with the supplier, ultimately resulting in the problem not being resolved and the partnership falling apart. When encountering quality issues with electronic components, a correct, professional, and efficient process for claims and returns is an art of crisis management that every engineer and purchaser must master.
Step 1: Stay calm and solidify evidence as soon as possible
When suspecting or confirming quality issues with components, the primary principle is to immediately stop using them and retain all evidence. Emotional release is of no use, objective evidence is the strongest language.
Isolate defective products: Remove all batches of materials with problems, including used and unused ones, from the production line, isolate and clearly label them to prevent confusion with good products.
Record problem phenomenon: Record in detail the specific context in which the problem occurred. For example, on which board, at which position, and in what fault mode (such as open circuit, short circuit, functional failure, parameter drift, etc.). It is best to attach objective data such as oscilloscope waveforms, multimeter measurement data, and test logs.
Photography and video recording: Take multi angle, high-definition photos of components with appearance issues (such as pin oxidation, packaging damage, silk screen abnormalities). Record short videos of abnormal functions such as screen flickering, chip overheating, etc. Image data is the most intuitive evidence.
Save original packaging: The reels, tubes, trays, outer packaging boxes, labels, etc. of problematic components must be properly stored. The batch number, production date, and traceability code on these packages are key information for holding the original factory or supplier accountable.
Step 2: Preliminary internal analysis to eliminate self reasons
It is crucial to conduct a rigorous internal cross analysis before formally contacting suppliers. This can not only enhance the professionalism of communication, but also avoid embarrassment caused by personal mistakes.
Circuit design review: Confirm whether there are any defects in the circuit design, such as whether the power supply voltage, signal level, and peripheral circuit parameters fully comply with the requirements of the component data manual.
Production process verification: Check whether the furnace temperature curve of surface mount welding is within the specifications, whether there is a risk of excessive electrostatic protection, or whether inappropriate soldering flux is used during the welding process.
Testing environment confirmation: Ensure that there are no issues with the testing program and testing fixtures themselves, to avoid misjudging good products due to incorrect testing conditions.
Cross testing: Test suspected faulty components on another board (such as an evaluation board) that has been confirmed to have good functionality, or replace them with known good components on the faulty board. This' exchange experiment 'can greatly help identify the root cause of the problem.
When you complete the internal investigation and highly suspect that it is a quality issue with the components themselves, you have the initiative to communicate.
Step 3: Professional communication and submission of structured reports
Now, you can officially contact the supplier. The way and content of communication directly determine the efficiency of resolution.
Choose the correct interface: First, inform the other party's quality department or customer manager through official channels (such as sales or customer service) and request to initiate the quality issue handling process. Avoid making informal complaints in private chat tools.
Submit the 'Problem Analysis Report': This is the core of the entire communication process. A professional report should include:
Basic information: Your company information, supplier name, purchase order number, delivery note number.
Problem material information: accurate component model, batch number, quantity, and proportion of problems.
Problem description: Clearly and objectively describe the fault phenomenon, and attach all the photos, videos, and data collected in the first step.
Internal analysis conclusion: Briefly describe the results of the cross testing and internal investigation conducted in the second step, and clearly indicate that any design or process issues have been ruled out.
Clear demands: Clearly state your expectations, such as requesting the other party to conduct technical analysis, requesting returns, requesting exchanges, requesting restocking, or requesting payment deductions.
This report reflects your professionalism and makes it impossible for suppliers to underestimate it. They must activate their internal quality processing mechanisms.
Step 4: Collaborative analysis and confirmation of responsibility
After receiving your report, the responsible supplier will initiate an investigation. This process may require your cooperation.
Sample shipping: Suppliers usually require you to send back a certain number of defective product samples for retesting and analysis. Be sure to prepare anti-static packaging and keep the shipping voucher when sending.
Technical Meeting: Online or offline meetings may be required, where technical personnel from both parties review data and analyze faults together. Maintain an open but principled attitude and jointly explore the root causes.
Root cause determination: The analysis results of suppliers are usually as follows:
It is indeed a quality issue with the original factory, such as material defects, process defects, etc. This is the most ideal situation, with clear responsibilities.
Supply chain damage: such as moisture, pressure, or electrostatic breakdown during transportation and storage. Responsibility may need to be jointly defined.
Improper application: such as design exceeding specifications, welding temperature being too high, etc. At this point, it is necessary to have frank communication and work together to find a solution.
Step 5: Implement solutions and closed-loop management
After identifying the root cause, it is the stage of implementing solutions.
Return and exchange process: If the responsibility lies with the supplier, they will initiate the return and exchange process. You need to handle the return procedures according to their requirements, and the other party will arrange to send out the good products. All logistics costs are usually borne by the responsible party.
Claim processing: If the quality issue has caused significant losses to you (such as production stoppage or material waste), you can make further claims in accordance with the contract terms. At this point, all the evidence and communication records collected previously will become the key to the negotiation.
Process improvement and feedback: After the problem was resolved, the work did not end. An internal review meeting should be held to consider how to avoid similar issues in the future, such as whether to increase the supplier's incoming inspection items. At the same time, providing feedback on this quality case to the supplier and urging them to improve their own quality control or warehousing and transportation processes will help establish a more stable cooperative relationship in the future.
The ultimate goal of dealing with electronic component quality issues is not just to complete a one-time return and exchange, but to showcase your company's rigorous quality system and professional capabilities to suppliers through a professional "confrontation", in order to win their respect and higher priority service. Treating every quality crisis as an opportunity to optimize the supply chain and strengthen partnership relationships is essential to continuously enhance the core competitiveness and risk resistance of the enterprise in this process.