Before 2013, we were just a very small supplier of TCL, ( the leading electronic group in China) Offering scattered orders of luminaires to them. In 2013, things changed. TCL purchased 20,000 meter strip lights from us. The warranty was 2 years. They were sold to Dubai. 10days after 2 years, Customer found that the colloid of the light became yellow, so they complained to the local agent. When TCL received the complaints, it was beyond 2-year warranty period and can not be replaced free of charge. They thought this case was closed. But not long after, the chairman of TCL went to Dubai and paid a visit to this agent, and the agent complained that TCL's products were out of service just after the 2-year warranty. It was irresponsible. When the chairman returned to China, he immediately asked the general manager to take care of this matter.
Because we supplied these strip lights, we started to look for the root cause. Finally, two reasons were concluded after analysis. Firstly, Dubai is in a subtropical area, only with winter and summer. The temperature is high in summer, usually at 40℃ to 50℃, so it will accelerate the rate of yellowing and aging of the colloid. Secondly, the strip light is12V, and the output voltage of the driver must be the same. But the drivers were provided by other suppliers of TCL, which was 14.2V, a little bit higher. More heat was generated due to long-term overload, Which accelerated the aging and yellowing of the colloid. So it was not our fault. After listening to my analysis, the general manager of TCL asked me how I intended to deal with this matter. I did not hesitate to say that I would take the responsibility, to compensate customers for all the loss.
At that time, my company was still a start-up company with only about 50,000 dollars revolving cash. The total amount of compensation was more than 45,000 dollars. Despite huge pressure, I still believed integrity is the basic of business. Although money is very important, the responsibility is more precious. So I take the responsibility without hesitation. Afterwards, TCL knew our situation and was very touched by what I did. He said, “you are the most responsible and courageous supplier I have ever met.” “TCL needs a supplier like you!” Since then, my story spread to the board of directors in TCL. Later, TCL placed more orders to us. and we became the first top major light supplier of them.
