By Echo Jul 02,2020
Customer Complaints Case 1 15th April, 2020
15th April 2020, client 45-LL complains that the adhesive tape does not completely stick to
the silicone tube in the backside of an IP67 waterproof LED Strip Light.
23rd April 2020, LEDwise give a response & solution as below,
Minor inter-spaces between the tape and FPC (or silicone tube) are acceptable by LEDwise
standard (Also widely accepted by market standard), see arrow marks; big inter-spaces are
not acceptable, see circle mark. Our QC will do random inspections before packing. All defective
products will be returned to the production line and re-manufactured to meet the standard.
To achieve that the tape and FPC (or silicone tube) completely fitted, making the front side of
FPC (LEDs loaded on the front side.) toward the center of the reel while wrapping it is recommended.
(Rarely seen this way of packing in the market.)
Customer Complaints Case 2 11th May, 2020
8th May 2020, a client from Latin America sent some pictures of 2 samples offered by LEDwise.
The BD Rep. Echo found out that the labels were reversed. Echo then wrote an email to the QC department,
one day later an investigation email was received. It says as the following,
Hope you are good!
Regarding the reversed labels, we did an investigation. You are right, according to our investigation,
the labels indeed stuck to the samples wrongly. The mistake happened through this process:
Our QA in the line rejected the samples because the length was longer than 5 meters, which is how long
the samples supposed to be. Then, the samples been returned to the sample person in charge and re-cut
to the right length. (By this time, the labels were still good.) While after cutting, the person in charge used
the wrong reels to roll up the samples.
We rushed to meet the shipping time, making sure no delay will happen, while we didn’t re-check the package.
This is how it happened...
We feel very sorry for the mistake, and will keep it in mind, not letting it happen again. Meanwhile, we’ll punish
the sample person in charge according to the relevant rules.