Shipment quality problems put through to quality
A buyer with a bin of bad parts wants someone who'll own it. The agent takes the PO, the defect and how many, opens the complaint, and puts them straight through to your quality manager.
A customer calls about parts out of spec, wrong parts, short counts or shipping damage.
Takes the PO, part, defect and count, asks for photos, opens the complaint, warm-transfers to quality.
A complaint record and a quality manager already on the call.
How it works
- Hears the problem
Holes out of position, wrong bend angle, coating chipped, short a box, the wrong revision. In the customer's words.
- Finds the PO
The PO, part number and the date it shipped, from the job.
- Asks how many
How many parts are affected out of how many, and whether their line is stopped.
- Asks for photos
A text link for photos of the parts and the labels, which land on the complaint.
- Opens the complaint
A complaint record tied to the job, so your quality manager has the facts in front of them.
- Puts them through
A warm transfer to quality, with the PO, the defect and the count said first. If quality is out, a callback is booked within your promise time.
Example call
- CustomerWe got the brackets, but about a third of them have the holes out of position. We can't use them.
- AI agentI'm sorry, that's a real problem. Is this PO 7731, shipped Wednesday?
- CustomerYes. Sixty-some out of the two hundred.
- AI agentThanks. Is your line waiting on them, or do you have enough good ones to keep going?
- CustomerWe have enough for a few days.
- AI agentThat helps. I'm texting you a link for photos of a few bad ones and the box label. And I'll put you through to Diane, our quality manager, now. I'll tell her it's PO 7731, holes out of position, about sixty parts.
After the call: Diane takes the call knowing PO 7731, about 60 of 200 brackets with holes out of position and a few days of good stock at the customer. The complaint record is open and the photos land on it.
What your team gets
- Complaints opened with the PO, part, defect and count
- Photos of the parts and labels on the record
- Line-down customers flagged as urgent
- Quality manager on the call with the facts already said
- A callback booked when quality is away
Questions
Will it promise a credit or a remake?
No. It opens the complaint and puts them through. Your quality manager decides what happens next.
Can it issue an RMA?
It opens the complaint record. Return numbers and instructions come from quality.
What about shipping damage?
It asks for photos of the parts and the skid, and notes the carrier, so quality and shipping can file it.
Hear it on your phone
Request a demo call and the agent phones you, set up for manufacturers and fabricators like yours.