JLCPCB missing parts on assembled boards

[phil from seattle]

I had a 50 piece assembly run of a board.  This is a repeat of the same board (which they built just fine with no errors). The order process showed no problems and the BOM and placement gerbers they show had no missing parts.  However 2 ICs (same IC) were completely left off every single board.  At first I thought I may have omitted them from the build but they are in my BOM and CPL files (these were the same files submitted for the previous builds).  During the order process, there were no errors or out of stock messages. It seems like they simply failed to load that part into the machine.

I have a complaint into them but previous complaints went unanswered so I don't know what to expect.  Anyone ever dealt with this kind of problem with them?

[phil from seattle]

Finally heard back from JLCPCB.  They want me to buy the components and fix the boards myself. The whole reason for going with them was to not assemble the boards myself.

They said that the component was out of stock but they should have known that when I ordered the assembly run.  Their software has always told me of such shortages in the past and I usually was able to switch to a different component and complete the order.  This time they didn't.  Are their inventory systems breaking down? I don't know if I can trust them to build what they say they are going to.

They mentioned a coupon but were vague about it.

Maybe this is a good thing - it is pushing me to find a more reliable assembler.

[sleemanj]

It's not clear from your description if you actually got charged for the parts they didn't assemble when you placed the order?

If you did, then that would certainly not be a good thing.  If you didn't, then that would suggest maybe you missed that the items were out of stock.

[sleemanj]

NB: in your JLC Order history, click the down arrow for the assmebly part of the order, click "View detail" next to Bill of Material, click "Unselected Parts" in the dialog that appears, then you can I think see if the missing parts were not selected for assembly (due to being out of stock).

[phil from seattle]

I've had more than 40 assembly orders from them over 3 years so I am pretty aware of the process. They did charge for the parts.  And when they accepted the order, they did not call out the specific parts as out of stock. There were no "Unselected parts". It shows up on the BOM from them.

This was different from previous orders where there was an inventory issue.  That happened at least 5 times before. They showed "Unselected Parts" and I was able to switch to a different part (either a slightly different package or different manufacturer).  But since they did not show it as out of stock, I wasn't able to make the change to my order. This was their screw up.

[sleemanj]

Yeah that's pretty shitty.

One thing to have an inventory miscount, shit happens, but to just go ahead with the assembly and shipping without notifying you of that is terrible, and to not refund you for the missing parts and compensate for needed rework, is atrocious!

[M4trix]

What was the missing IC btw ?

[Nusa]

Absolute minimum result should be a refund on the entire assembly charge in addition to the obvious refund for parts not received.

Refunding the entire order, with you keeping what you got, would be even better if they're serious about keeping you as a customer.

[phil from seattle]

What was the missing IC btw ?

74LVC2G17

There are multiple in the library in various footprints and manufacturers. I have gerbers/boms/cpls for each of them as I have been juggling intermittent shortages in the last year or so.

[phil from seattle]

Absolute minimum result should be a refund on the entire assembly charge in addition to the obvious refund for parts not received.

Refunding the entire order, with you keeping what you got, would be even better if they're serious about keeping you as a customer.

Yes, that would be the desired outcome however, they keep suggesting I fix on my end.  No specific discount is mentioned.  They have made over 800 boards of this particular design for me.   I am not sure how hard they are trying to keep me as a customer. 

[phil from seattle]

...
 but to just go ahead with the assembly and shipping without notifying you of that is terrible...

The way I found out was via incoming inspection. Pretty sure it wasn't intended, just a failure of their system.

[DIYGUY Chris]

I think that it was a fault made by their DFM preparation operator and this is surely made by accident because I don't see any reason that makes them do such error especially with an available part.
I advice you to check the "DFM  Analysis" result of your assembly order just after placing your order and there you can spot if there is any thing wrong like missed part or wrong orientation, at least this is what I do to prevent any surprises because if you spot any issue you still can fix it because assembly Data are prepared as soon as you place your order but stays there until PCB manufacturing gets finished.
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You have mentioned that you've been a loyal customer to them so I wonder if this is the first accident you are facing with this supplier or it was a repetitive problems, in case this is the first time then i advice you to think twice before switching to another supplier.

[sleemanj]

You have mentioned that you've been a loyal customer to them so I wonder if this is the first accident you are facing with this supplier or it was a repetitive problems, in case this is the first time then i advice you to think twice before switching to another supplier.

As I understand they havn't even refunded him for the missing parts, they charged him for parts, and assembly, and didn't provide them, or a refund.

Who knows if next time it's a $10 per piece IC instead of a $0.50 per piece IC that they decide is out of stock after they billed you for it.

[phil from seattle]

I think that it was a fault made by their DFM preparation operator and this is surely made by accident because I don't see any reason that makes them do such error especially with an available part.
I advice you to check the "DFM  Analysis" result of your assembly order just after placing your order and there you can spot if there is any thing wrong like missed part or wrong orientation, at least this is what I do to prevent any surprises because if you spot any issue you still can fix it because assembly Data are prepared as soon as you place your order but stays there until PCB manufacturing gets finished.
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You have mentioned that you've been a loyal customer to them so I wonder if this is the first accident you are facing with this supplier or it was a repetitive problems, in case this is the first time then i advice you to think twice before switching to another supplier.

There have been smaller errors.  One board was missing a component (LED) and in another run one board had a number of tombstones.  I complained about them but got no response.  Given that it was 1 board so obviously assembly errors, I didn't worry too much.

I did check the DFM Analysis - it showed no issues.

I am fully aware of the amount of work and risk to move to another supplier. I have been wanting to get through hole components mounted (they don't carry the ones I need in their library) so this may be good timing. Plus, I would really like to have bigger assembly runs - 100 pcs min.

[thm_w]

Yes, that would be the desired outcome however, they keep suggesting I fix on my end.  No specific discount is mentioned.  They have made over 800 boards of this particular design for me.   I am not sure how hard they are trying to keep me as a customer.

Not really sure how much they would care as their limit is 50pc per design.

[JLCPCB Official]

In this case, we should notify in time, tell the real situation, and make up for the customer's loss through negotiation. We are really sorry for the case of this missing part. This case is in solving process, just contact me if you are unhappy with the negotiation result.

[thinkfat]

While I really appreciate JLCPCB officials frequenting the forum and responding to complaints, I'd much more appreciate if their 1st level support weren't leaving people hanging so that they end up complaining here instead.

[phil from seattle]

In this case, we should notify in time, tell the real situation, and make up for the customer's loss through negotiation. We are really sorry for the case of this missing part. This case is in solving process, just contact me if you are unhappy with the negotiation result.

Thank you.

[thm_w]

While I really appreciate JLCPCB officials frequenting the forum and responding to complaints, I'd much more appreciate if their 1st level support weren't leaving people hanging so that they end up complaining here instead.

Thats life unless you are willing to pay top $ for support staff.

[nigelwright7557]

The good thing about JLCPCB is they are very cheap.
I havent found cheaper or better elsewhere in a few years now.

I have done a few ecommerce websites and stock control can be a nightmare.
Stock goes missing or someone buys it then sends it back.
Or someone adds it to their cart and then removes it from the cart.
All this messes things up.

[48X24X48X]

The good thing about JLCPCB is they are very cheap.
I havent found cheaper or better elsewhere in a few years now.

I have done a few ecommerce websites and stock control can be a nightmare.
Stock goes missing or someone buys it then sends it back.
Or someone adds it to their cart and then removes it from the cart.
All this messes things up.

There's no place cheaper, simpler and fast to use, period. I have used other *proper* CM in Shenzhen, you pay a lot more but you get the whole package including test jig build, testing, packing to your preference, keeping your excess components, remote access to your test jig computer, dedicated sales personnel for your account and more. But, it takes a lot more effort and time for such process to take place. On top of that, it's impossible for JLCPCB workers to get paid if they include all that jazz provided by other CM with customers just paying JLC $7 for the setup fee and other tiny earnings from parts & PCB. If you making small batches of boards and product are cost sensitive, it's best to build your own using a small production line, that's my opinion. 

[phil from seattle]

The debate about full service CM vs JLCPCB's approach is good but this is a simple issue - whether or not to inform the customer that an approved order can not be completed as intended or just push it through with missing components. I want it to not go through and have an opportunity change it.  To me, that should not add much, if any, additional cost to the manufacturer and would certainly reduce customer dissatisfaction.

For what it's worth.  I have reached an acceptable resolution of the issue with JLCPCB and consider the issue closed.  Thanks for the comments.

Phil.

[TankSparks]

This also happened to me.  10x  7805 regulators were not installed,  I double checked my order and they were paid for.  Plus this was a repeat order,   that had no problems before.  I did not complain so can't comment on their response.