We recently encountered an order that exposed some issues.
We received an order from a Hungarian customer, András, who wanted to purchase a 12kw 6000mm×2500mm size fiber laser cutting machine from us. As a representative in the field of fiber laser cutting machines, he had worked with a well-known manufacturer in China for many years. However, for some reason, they decided to switch suppliers. After nearly a year of investigation, András finally decided to choose LDLASER. In negotiations with our sales representative, Ms. Wennie, she demonstrated her professionalism and gained the customer's recognition.
Due to his habit, András wanted to pay through Alibaba. We just opened the Alibaba national station and completed the integrity enterprise certification. The certification was done by the authoritative third party SGS, who was meticulous in every link and presented our situation on Alibaba in its entirety. Therefore, András, who fully trusted the Alibaba platform, had doubts about SD CCNC., LTD.
He wanted to know why Ms. Wennie had been negotiating with him as the business representative of Longdiao Intelligent Equipment (Shandong) Co., Ltd., but when he placed the order and paid, he received an invoice from SD CCNC., LTD. He was worried that he had been deceived.
To solve this problem, he applied for a refund on Alibaba. When I informed Ms. Wennie, she was very anxious.
Although Ms. Wennie is very professional and excellent, it was also her first major order since joining LDLASER. She was almost as careful as if she were in love. This ultimately led to the customer's misunderstanding, which made her very anxious.
However, in my opinion, this is actually just a communication problem. Because our company's mixed operation situation is indeed easy to be misunderstood, it has caused customers' doubts. They have been negotiating for nearly a year, and the customer has fully understood LDLASER and Ms. Wennie. Therefore, I sent an email to András explaining the situation after understanding LDLASER's situation. After understanding the situation clearly, he decided to cancel the refund.
Now, his 12kw LD-6025E is in production. I think this matter may be universal.
Therefore, I am posting this email to answer customers with similar questions. We can also use it as a template for salesmen to reply to customers with such questions.The emial is:
Hello, Mr. András.
I learned about your situation from Winnie. I am sorry for the inconvenience caused to you due to our lack of communication. Allow me to explain the following:
1. Ms. Winnie is not a scammer. She is our business representative who is professional and responsible. You can communicate with her if you have any questions.
2. Regarding the relationship between Longdiao Intelligent Equipment(Shandong) CO.,lTD and SD CCNC CO., LTD, we need to clarify that SD CCNC CO., LTD and Longdiao Intelligent Equipment(Shandong) CO.,lTD are two companies with mixed ownership. The personnel responsible for production and sales are the same, and they work in the same place. SD CCNC CO., LTD mainly focuses on providing laser cutting machines and CNC engraving machines to the international market, while Longdiao Intelligent Equipment(Shandong) CO.,lTD mainly provides these machines to the domestic market. We hope you can fully understand that there are differences in our company structure and operations, and we will work hard to optimize our services or other solutions to alleviate any inconvenience to you.
3. Regarding Alibaba, our previous promotion was through exhibitions, Google, and Facebook. We had just opened an Alibaba account less than a year before we started working with you. Moreover, the mixed ownership of our company also meant that we did not fully showcase our strengths in the Alibaba certification process. Alibaba certifies once a year, and we will improve our information in the next certification.
4. As for the refund, please do not request a refund! The factory have got your 6020E 12KW orders and production details are being made. You can eliminate your doubts about us through video or any communication channels you trust. I believe this is just a small misunderstanding in our cooperation process. We will do our best to ensure you have the best after-sales service and technical support.
Respectfully,
Zhang Yuanhao
LDLASER
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