Date: May, 2017

Country: Taiwan Privince, China

Issue: High defect of mobile phone screen protector due to the transportation

Solution: Firstall took the full responsiblity for this case and sent new products which were carefully packed.

Lesson we learnt from:

1) Since the screen protectors are fragile, Firstall should confirm the shipping ways with customers before delivery, to see if we need to do extra protection on package.

2) For customer loss made by us, we should take our responsiblity instead of finding excuses.

Case Review:

Customer Mr Lu placed his first order to us after confirming the samples of IPhone 6 Plus privacy screen protector. We shipped all goods to him on the date we agreed before. However, it was unexpected that over 45% screen protectors were broken during the transportation. Photos and videos were taken and sent to us. We tried to negociate with the express company and get various excuses as expected.  However, we understood that this mistake had nothing to do with our customers which Mr Lu should not take any responsibility. We sent new products immediately as promised quantity with shipping fee covered by us.