General > General Technical Chat
How do distributors handle errors/mistakes?
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Max2018:
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Lord of nothing:

--- Quote ---From very simple wrong information on the product page
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Like mine say:

--- Quote ---Die technischen Daten werden uns von dritter Seite zur unverbindlichen Information zur Verfügung gestellt. Wir übernehmen keine Haftung für Fehler dieser Daten.
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--- Quote ---over a picked the wrong item/count
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Well I give them some options:
a) send back on there Cost
b) keep them if I need with discount
T3sl4co1l:
DK and Mouser have a "report errors" button, and when you fill out the info, they send you a polite, apologetic email indicating the error will be fixed.  (I'm not sure how automated these systems are, if it's a form letter, or the things actually get fixed in due time; but they do look at them and take them seriously.  At least a few have been followed up with a "yes that looks wrong, it has been corrected" message.)

As for shipping errors, call up customer service.  These aren't the cheapest distributors, and most of what you're paying for is convenience: stocking, quality, quick shipping and customer service.  Make use of it!

Typically, they'll send the item again, free of charge, don't worry about returning the mistaken item.  Occasionally the problem is deeper than that (the wrong item has been stocked) and a third try is necessary.

I've never been shipped completely wrong parts, like someone crossed orders or something, but I suppose that might be possible; they might ask for return shipping in that case.

I would guess shipped errors are less than 1 in 100, which is typical for the service industry.  (YMMV, I'm sure others have had poorer experience, and still others have never had a mistake -- keep in mind you need to average over all these cases, not rely on just your own personal experience.)

Tim
nctnico:
Farnell has send me wrong parts a few times during the past 15 years and countless of orders. It is rare but it does happen. Depending on the cost of the item they have it picked up or just leave it. Either way they send me the right parts quickly.
T3sl4co1l:

--- Quote from: Max2018 on May 30, 2020, 04:30:43 pm --- @T3sl4co1l
Already draw consequences as ignoring error reports and just refunding isn't what I expect as even LCSC (China) has better support.
Just curious if they are an exception or others have similar procedures. LCSC has problems with ESD protection (cutting tubes in half and using cling wrap to hold it together; wireless ESD bands (how do we pick videos) but at least they get the customer service right.

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You'll have to be more specific because I don't see how that sounds better.

I assume they do some degree of filtering on reports, as it's a user directed channel and who knows how much it's abused.  My experience with it has been responsive.

Tim
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