This is a long letter, so take your time to read and make sure you understand everything.
As I told you via Skype that my customer is ready to walk away from the order and from your factory.
I just had a conversation with him, and now he's pretty sure he will walk away from this deal, unless a miracle happens.
Let me tell you the reasons why, and hope that you'll learn from this experience.
I also want to let you know that my customer is like my friend his name is Clim, he will listen to what I have to say and take my advice.
A LITTLE BACKGROUND FIRST
Clim had a manufacture of cutting tools make the original bags for him, please note that this manufacture does not make any bags as their base business, they only make this bag for Clim because he mentioned to them that he needed a bag. The bags had a problem with the zipper which I showed you at your showroom. He gave the manufacture many chances to fix the zipper but they were unable to fix it. So I mentioned to Clim that the reason that the original manufacture cannot fix the problem is because they are not a bag manufacture. He should find a real bag manufacture to make this bag, a bag manufacture should know why the bags tear at the zipper because this is what they do for a living.
Then I came to you showing the problem, you said that the problem is because they sew the zipper too close to the edge and that if sew properly it should not tear. Ok, I told you that I would only order 150 pcs to test to make sure that the bags will be durable enough.
Here are the reasons why Clim is not happy and don’t have any confidence in your company;
1. As a company to make a product, knowing the problem that needed to be solved (zipper), a company should pay extra close attention to make sure that the problem will not exist with you as a manufacture. This will earn respect from your customer, but you fail to do that. The zipper problem is worse than the original bags, because at least the original bags will last 3-4 months before the zipper will tear, where as your zippers comes off at the seams in less than a month.
2. By not copying the backpack strap exactly, your company has created another problem which did not exist before with the original bag. As I told you, the original bag, the straps were stitched thru 2 layers of material and your straps were only stitched thru one layer of material. I think that any person with some common sense would know that stitching thru 2 or 3 layers would be better and stronger than only one layer, and you don't have to be a bag maker to know that.
3. Instead of apologizing for what is clearly your company's lack of quality control, you blame the design of the bag. If the design was flawed then you as a PROFESSIONAL BAG MAKER have an obligation to tell me to change the design not just offering a different material and let me choose. You as a professional bag maker should have said to me, "if you use this 600d material, your bag will not last and you will have problems, with tearing." but that was never mentioned. But at the end, the problem is not the material at all, it the single layer of stitching that you chose to do, which cause the problem.
4. After seeing the your zipper problems, knowing that you have not made a good product and also knowing that it cannot be fixed, still want me to bring to you, the 75 or more bags that I have to carry half way around the world just to show you. Also seeing images of the consumers who purchased the bags with problems is not enough to trust me, and not give me credit, for what is clearly a manufacturing problem. Arguing about 75 bags, and 30 bags, and not looking at the possible future business is really thinking small.
You have a customer who is willing to work with you, but because you argue about a little bit of money that you have to spend because of your own mistakes, shows that you're not willing to stand behind the products you make. This is a big mistake in the way you take care of your customers. You know it's very difficult to find a good customer and very easy to lose one.
The original manufacture of the bag has been in contact with Clim every week trying to earn his business back. He has now offered to make a new bag using a canvas material for the same price as the 600d material. He also offered to make for Clim any quantity he wants. He has never asked for any pictures, never asked for any products back, he just asked how many defects he has, and also offer to replace them with more quantity than he claimed just because he realized that Clim has to go thru so much trouble every time there's a problem. This has always been the service he received from the original maker of the bag, but because of the zipper problem, Clim still had to find a new factory. Now with your service being a total opposite, he's realizing that you don’t offer anything better than the original factory, and feel that we've been treated like you don't want our business. So why should he stay with your company making worse products, with worse customer service? He just has no confident in your factory as a quality bag maker.
I don’t know, after reading this email that there's a reason for us to have to carry all the bags there, and have a meeting.
Unless you can come up with a miracle and offer something that he cannot refuse, it looks like he will just forget about the whole thing. Please note that not only you will lose a customer, but I will also lose a customer, a customer with big potential in make many more different style bags.
even this order no problems, or our factory agree with all ur requests and make you happy this time, or our factory does not agree with you request and make you very angry, do not pay the balance. about future, if you place orders or not, , as i said, i just want to live in a way as others like, i do not expect or in hope of or want to please something from others.
in my life, in addition to the loss of life, no big deal.
包括有一次寄样品给他，因为PI上面的数量和包裹不符，被当地海关罚款了，他也默默地把钱交了，叫我Forget about it.
东路天阳：只要做事 就难免遇到问题 坚持
说实话1楼， 个人觉得在态度上上可以委婉一些， 但是在细节上能做的要做好，不能做的就得让客户付报酬。