Compounders Warranty

[nutter]

We are a fPVC compounder producing 20-25 million pounds annually. Our current market is about 50% W&C with the remainder being a mix of injection moulding & various other extrusion grade compounds.
My question is;
How do other compounders deal with customers wanting to return compound because "it doesn't run right" or " it doesn't run the same as the previous lots". We save retains and our testing shows we produced what we always do. Currently we either authorize a return or depending on quantity we may travel to their plant and help dial it in.
What do others do? Do you guarantee the compound will run fine in their equipment? Do you always send tech support if problems arise? At what point do you agree to authorize a return?

We have been very fortunate this is not the norm.......I'm just curious what you all do.

Jay

[Len]

Jay,

I would not authorize a return until I had a complete understanding of the problem. Samples, run conditions, specific evidence (prior successes and problem material samples) that the problem was created by my compound, etc. should be offered by the complaining customer to you for your analysis. A visit to the customer may be in order, as well.

There would have to be clear evidence, presented by the customer and varified by myself or my technical staff, that the problem was clearly due to my compound before I’d authorize a return or credit.

I'd review all my documentation regarding the lot processing, raw materials, and any internal QC checks on the compound, before contacting the customer.

Len