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We regard every complaint as an opportunity for improvement. Each case is handled by a dedicated team with a fast response, root cause analysis, and closed-loop resolution.
Quick reply, provide customers with solutions within 8-12 hours after receiving customer complaints.
Don't complain, actively solve the problem first, and make a summary in a timely manner.
The feasibility of the plan is a win-win situation and economic losses are minimized.
Remake
Local repair
Return to China
Refund
Compensation
lf it is REKO's responsibility, REKO will undertake all the cost.
lf it is client's responsibility, REKO will try to find a way to reduce the cost that make loss as less as possible.
Complaint received → Sales or support team records and confirms details.
Engineering and QC jointly analyze the root cause.
Corrective actions are planned and implemented.
Investigation results and improvements are shared with the client.
Preventive actions are documented to avoid recurrence.
Strict drawing reviews, standardized workflow, detailed in-process control, and professional packaging ensure our complaint rate remains far below the industry average.
Every project begins with a strict drawing evaluation to confirm all dimensions, tolerances, surface finishes, and special requirements before production. This ensures full alignment with customer expectations from the start.
From quotation to delivery, each step follows a standardized and traceable workflow. This systemized approach guarantees consistency, efficiency, and accountability across all departments.
Every machining stage is monitored through in-process inspection and operator self-checks. Our quality team performs regular audits to prevent errors before they happen.
Finished parts are packed with customized materials and multiple protection layers to prevent scratches, moisture, or deformation during transportation.
REKO has implemented a unified Customer Complaint Form system to ensure that every issue is documented, analyzed, and closed with verified corrective and preventive actions.
| Time | Customer Code | PI NO. | Complaint Reason | Responsible Party | Picture | Order Value (USD) | Solution | Customer Satisfaction | Sales comment and sum up | Remark |
| 2020.11 | RK29 | RK29-2A | 产品需要部分氧化;业务跟客户沟通是没有理解到位。 | Sales |
|
$368.75 | 客户也理解是他没有阐述清楚部分原因，所以跟客户沟通承担一半的重做费用。 | Happy | 客户表达不清楚的时候，要多做一点，图文结合跟客户确认清楚，只有客户回复"yes"才可以。 | Finished |
| 2020.12 | RK48 | RK48-1A | 图纸上意大利没有翻译,工程师按常规螺纹向右的方式做货。实际是向左。 | Sales |
|
$285.00 | 重做货 | Happy | 1.凡是订单上客户有备注的内容需要翻译清楚给到生产 2第一次客诉着急的不行，吃也吃不好，觉也睡不好。在sugar... | Finished |
| 2021.6 | RK38 | RK38-7 | 零件表面有缺陷 | Production |
|
$213.00 | 重做货 | Happy | 1.外观件,但客户反馈表面有缺陷，影响了销售。其实发货前工厂是想跟我们这边沟通的7075零件不是很好氧化，此次比... | Finished |
| 2022.3 | RK38 | RK38-23 | M8*0.75公差6h没有达到(QC没有用此螺纹规发货前检查，只检查了一端) | Production |
|
$378.00 | 重做货 | Happy | 跟供应商确认了原因后(氯化前尺寸是达到的，氧化后尺寸变小了，QC没有全检到位)，跟客户解释并提了可以重做给他的方... | Finished |
| 2021.5 | RK14 | RK14-30-S1 | 表面有标记，且微微变弯 | Client |
|
$168.30 | 退镀寄出 | Happy | 这客户图纸要求比较严格，出货前要再三确认是否有问题，问题尽量做到出货前解决。 | Finished |
| 2021.12 | RK14 | Rk14-14-M1 | 1箱货被送到别的城市 | Forwarder |
|
/ | 收到货的人主动打电话通知我们客户，并重新寄回 | Happy | 收到件的人主动联系我们客户，做人要善良~ | Finished |
1. Sales will update this form every quarter
2. All department personnel will participate
3. All customer complaint documents will be collected and training will be conducted to prevent recurrence
Complain datasheets to customer
| Complain Information | Solution | |||||||||
| Complain NO. | PO/PI No. | Part Name | Complain date | Qty. (PCS) | Complain Quantity (PCS) | Complain reason | Picture | Compensation Amount (USD) | Solution | Happy or not |
| KS2022-006 | 23012655 | 0164 | 9-nov-22 | 50 | 50 | not correctly deburred |
|
$100.00 | REKO compensate $100 | Yes |
| KS2022-009 | 23013115 | 0090 | 10-Jan-23 | 35 | 25 | errors in anodizing |
|
$197.99 | REKO compensate $197.99 | Yes |
| KS2023-017 | 23013743 | 0129 | 29-Mar-23 | 135 | 135 | Have some residues |
|
$0.00 | RK389 help to recut it | Yes |
| KS2023-018 | 23014179 | 20273 | 20-Apr-23 | 100 | 6 | Visible side is scratched |
|
$0.00 | RK389 handle it in local | Yes |
| KS2023-021 | 23014209 | 0049 | 7-Jun-23 | 75 | 7 | Visible side has defects |
|
$100.06 | REKO compensate $110.06 | Yes |
| KS2023-027 | 23014878 | 10421 | 25-Aug-23 | 100 | 100 | thread was wrongly |
|
$919.00 | REKO remake it | Yes |
| KS2023-033 | 23015549 | 21117 | 22-Nov-23 | 50 | 50 | No Anodized |
|
$0.00 | handle it in local | Yes |
| KS2024-018 | 23016423 | 21153 | 29-Apr-24 | 150 | 10 | Thread not in center |
|
$0.00 | REKO remake it | Yes |
| KS2024-019 | 23016422 | 21115 | 29-Apr-24 | 35 | 35 | Wrong Hole |
|
$0.00 | REKO remake it | Yes |
| KS2024-021 | 23016423 | 21153 | 28-May-24 | 164 | 4 | Surface bruises |
|
$0.00 | REKO remake it | Yes |
| KS2024-025 | 23016640 | 21154 | 4-Jul-24 | 25 | 25 | surface is not perfectly flat |
|
$0.00 | REKO remake it | Yes |
| 23016643 | 21152 | 4-Jul-24 | 220 | 220 | surface is not perfectly flat |
|
$0.00 | REKO remake it | Yes | |
| KS2024-027 | 23016691 | 21154 | 28-Aug-24 | 35 | 35 | groove depth too small |
|
$0.00 | REKO Re-working | Yes |
| KS2024-033 | 23016792 | 21151 | 17-Sep-24 | 75 | 75 | base plate does not fit well |
|
$285.30 | REKO bear 285.3USD | Yes |
| Complain Data Overview | ||||
| Item | YEAR | Production Item | Total Failure per year | Complaint rate |
| 1 | 2021 | 1 | 0 | 0.00% |
| 2 | 2022 | 80 | 1 | 1.25% |
| 3 | 2023 | 720 | 6 | 0.80% |
| 4 | 2024 | 1691 | 35 | 2.07% |
| 5 | 2025 | 1697 | 35 | 2.06% |
| Total: | 828 | 19 | 1.54% | |
The client is an aircraft engine design, production and sales company. They have their own agents all over the world and have very strict requirements for quality and appearance, allowing no quality issues at all. They have been cooperating with REKO for five years. REKO has produced 828 products for them, with 19 customer complaint items, resulting in a complaint rate of 2.29%. The client is satisfied with REKO's attitude towards problems and the speed of response. Sometimes, the client is also very patient and works together with REKO to solve problems. This is a very good cooperative relationship between strategic partners. They face problems together, solve them together, and bear them together.
The second batch of 300 pieces had an M2.5 core hole that was made too large, making it impossible to secure the screws and rendering the product unusable by the customer.
The problem was caused by a failure to remove slag during the tapping process. The slag enlarged the threaded hole, making rework impossible.
We will redo 150 pieces at no cost to the customer.
Dear Allison,
Thanks for your delivery the goods surface looks visual very nice.
All dimension are good except on the part «Kalibrierring MONOline IR Elchem».
The core hole of the M2.5 thread is too big, so the screw's can be fixed.
The core hole of the M2.5 thread should be 2.05 (or 2.10 is okay) but it is nearly 2.5mm. (attached photo).
Dear **,
I apologize our checking the cause may be tapping did not blow slag in time, slag to screw thread hole squeezed big. If future repeat orders, we will pay more attention to avoid this happening again.
Please help to double check if all 300pcs M2.5 Core holes too big?
Our solution as below:
A: Would you consider using M3 screw to fixed? It will affect your usage? (If extra cost is incurred, please let us know in advance, REKO can take it.)
B: REKO can remake, about 10-15 working days.
Please let us know would you consider A or B?
Dear Allison,
If we choose option B, what should we do with the 300 pieces we have here? We also have to produce and have to start reworking and using them. We would also like to point out that we do not want to have any costs if we choose option B.
I look forward to hearing from you ASAP.
Dear **,
Option B- REKO remake the 300PCS, you don't need to pay for the parts and don't need t pay for the freight.
Can you wait for 10-15 days? ( Oct.1 to 7 is National Day Holiday ). When do you expect to receive the new ones, see how we can do for you.
Let us know if you have any other suggetions?
By the way, attached FYI .→
lf it is REKO's responsibility, REKO will undertake all the cost.
lf it is client's responsibility, REKO will try to find a way to reduce the cost that make loss as less as possible.
Dear Allison,
Thank you very much for your fast response and the solution you are offering. We really appreciate it.
The drawing is fine. Please just note that your production works accurately during manufacturing and the threads size are made according to the mail from Mr. *.
Please be informed that we will only need 150. This will cover our time investment and reduce your costs. I hope that is fine with you.
Thank you for your attention and have a nice day.
Русский