In today’s globalized market, an increasing number of mobile repair shops are turning to China for sourcing LCD phone parts to meet the diverse and varied demands of different models. However, after-sales service remains a critical issue that needs to be addressed, especially for repair shops located in regions such as Europe, the United States, Canada, Australia, and Central and South America.
Procurement Characteristics: Diverse Models, Limited Quantities
Our clientele exhibits the following procurement characteristics:
- Wide Range of Models: Covering multiple brands and models to cater to diverse market needs.
- Small Order Quantities per Model: Each model is ordered in relatively small quantities, but the cumulative total is substantial.
While this procurement strategy offers flexibility, it also presents significant challenges in inventory management and after-sales service.
The Challenges of After-Sales Service
High Transportation Costs
When customers receive LCD screens with quality issues, returning them directly to the supplier for replacement is often uneconomical due to high transportation costs. International shipping not only incurs hefty fees but also involves lengthy transit times, leading many damaged screens to be discarded, thereby increasing operational costs for customers.
Difficulty in Accumulating Defective Products
Due to the high cost of returning individual defective screens, customers typically opt to accumulate a certain number of faulty items before arranging a bulk return through friends traveling to China. However, this approach faces several obstacles:
- Long Accumulation Period: Accumulating enough defective products often takes a considerable amount of time, potentially exceeding the supplier’s warranty period.
- Strict Customs Inspections: Even with sufficient quantities, shipping goods back to China is challenging due to stringent customs inspections and regulations, complicating the replacement process.
- Reliance on Friends: The process depends on having friends willing and able to travel to China at the right time, adding an element of uncertainty.
Rigorous Supplier Audits
Even if the goods successfully reach China, suppliers often conduct strict quality audits. If a supplier is not sufficiently responsible, they may find various excuses to shirk their duties, resulting in unresolved after-sales issues.
Case Study: After-Sales Standards of YSD Supplier
Recently, we received a batch of LCD phone parts brought back from China by a customer’s friend. This batch originated from one of our three main suppliers, YSD, totaling 50 returned units. By unpacking and categorizing the items, we found that each part typically bears the supplier’s stamp on the back, facilitating quick identification of the source.
Models with Quality Issues Requiring Supplier Replacement
| LCD Phone Part Models | Quantity (units) |
|---|---|
| Galaxy A53 with Frame | 15 |
| Galaxy A54 5G with Frame | 9 |
| Galaxy A51 OLED with Frame | 1 |
| Galaxy A32 5G Incell | 2 |
| Galaxy A32 5G with Frame | 1 |
| Galaxy A30 | 1 |
| Galaxy A71 with Frame | 1 |
| Galaxy A12 | 2 |
| iPhone 14 | 4 |
| iPhone 14 Plus | 5 |
| iPhone 12 Pro Max | 2 |
| iPhone 13 Mini | 3 |
| Redmi Note 10 OLED | 1 |
| Redmi 7 | 1 |
| Mi 9 Lite | 1 |
| POCO M3 Pro 5G | 1 |
| POCO X3 | 1 |
| Total | 50 |
YSD After-Sales Standards:
- Warranty Period: One year.
- After-Sales Requirements:
- No damage to the interior or exterior, no scratches.
- No screen explosions, no broken flex cables.
- Defects in covers with protective films can be returned for replacement.
- Parts that have been installed in phones are not covered.
Stringent After-Sales Service
While YSD’s after-sales standards are clear, they present several challenges for international customers:
- Short Warranty Period: A one-year warranty period is relatively short for international trade, making it difficult to accumulate enough defective products within the warranty timeframe.
- High Transportation Costs: Returning defective parts directly is cost-prohibitive, leading customers to discard damaged items and increasing their operational expenses.
- Reliance on Friends for Shipping: The necessity of having friends travel to China to bring back replacements is often impractical and unreliable.
Our Solutions
Understanding the difficulties faced by international buyers, we have implemented the following measures to enhance after-sales service quality and alleviate our customers’ concerns:
1. Rigorous Quality Control
We are committed to conducting stringent quality inspections on all LCD phone parts before shipment to ensure that each product meets high standards, thereby reducing the likelihood of customers receiving defective items. By partnering with reliable suppliers and establishing comprehensive quality control processes, we strive to deliver premium products to our customers.
2. Simplified After-Sales Replacement Process
If customers receive defective parts, they no longer need to bear the high costs of transportation. We offer the following services:
- Localized Replacement Services: Where possible, we provide localized replacement solutions to minimize customers’ logistical burdens.
- Streamlined Return Process: We have established a convenient online after-sales application system. Customers simply need to provide relevant proof, and we will promptly handle the replacement.
- No-Condition Replacement Policy: Provided the defects meet our after-sales requirements, customers can dispose of the faulty parts without any hassle, and we will supply replacement units to ensure their repair work remains uninterrupted.
3. Establishing Local Warehousing and Support
To further reduce the complexity of after-sales service, we plan to set up local warehouses and support teams in key markets such as Europe, the United States, Canada, Australia, and Central and South America. This initiative will help:
- Quickly Respond to Customer Needs: Minimizing inconvenience caused by transportation delays and time lags.
- Reduce Logistics Costs: Lowering cross-border shipping expenses and transit times through local warehousing.
- Enhance Customer Satisfaction: Providing more convenient and efficient after-sales services, thereby increasing customer trust and loyalty.
Conclusion
Sourcing LCD phone parts from China offers international mobile repair shops a wide range of options and flexible procurement methods. However, the challenges related to after-sales service cannot be overlooked. We recognize the difficulties our customers face and are dedicated to improving quality control and optimizing after-sales processes to provide more reliable services. Moving forward, we will continue to strive to ensure that every customer enjoys a satisfactory procurement experience, making after-sales issues a thing of the past.
If you have any questions or need further support, feel free to contact us. Let’s work together towards a brighter future!