We have a customer in Italy who manufactures vending machines. He ordered our outdoor industrial touchscreens for outdoor usage for his vending machines, with a special demand like 1000nits, Optical bonding, Anti-glare, and a 10-point capacitive touch system. We worked hard to make sure we built the best screens for his vending machines. After completing the order, we shipped the touchscreens to him, ready for use.
For the first couple of months, everything went smoothly. The customer used the screens in his vending machines, and they did their job well. But soon, the customer faced a problem. In direct sunlight, they started having issues. The screens would not work as well as they did before.
Analyzing the Problem
The customer contacted us to share the issue. He was very polite and clear in explaining what was happening. We knew we needed to figure out the cause quickly, so our team started examining the screens thoroughly.
After extensive testing, we pinpointed the problem. It wasn’t the screen itself but the power supply. The power supply couldn’t support the high brightness needed for the screens to function well in direct sunlight. This explained why the screens struggled after prolonged sun exposure. We understood the issue and were determined to resolve it.
Taking Action and Solving the Issue
We acted quickly to fix the issue. Our team sourced a stronger power supply that could handle the high brightness needed. We ensured it would perform well in sunlight and included it in the next shipment to the customer.
Once the customer received the new power supply, he installed it immediately. After testing, he confirmed the problem was resolved! The screens worked perfectly, even in bright sunlight. He was thrilled with our quick response and the effective solution we provided.
A Stronger Relationship with Our Customer
By quickly addressing and resolving the issue, we left the customer even more satisfied with our service. Our relationship with him grew stronger, and he knew he could rely on us. We were glad to help, and the customer valued our prompt response and solution. It was a clear reminder that great service and swift problem-solving can make a huge impact on business.
A Happy Ending
In the end, we resolved the issue and kept our customer satisfied. By listening to his concerns, acting fast, and delivering a better solution, we turned a challenge into a chance to strengthen our relationship. Our customer in Italy continued using our touchscreens in his vending machines, and we were proud to support his success.
