Case study 2

I encountered such a situation when the company I worked for, started to sell from a lot of parquet with
a defect that was not visible. It had a manufacturing issue; the second layer was not glued properly to
the third layer. He lost the client in the house.

The issue was confirmed and the producer was notified. Here it start the real problem.

A technical representing of the producer came in Romania to do a personal observation, and he took a
sample of the product. They accept that was a factory issue and decided to send at their own expense
the quantity claimed in Romania.

But, the company I worked for ask penalty. They have a lot of cost with this kind of issue. They pay to
the client an installing company to take out the product, sand the area and prepare it for a new
installation, to pay the glue and the installing. They ask the producer to support all this costs.

All this problem lasted more than 3 months. And they decided to ended the collaboration with this
producer because the producer didn’t accept to pay all this cost. Being a respectable company in the
market, they solved the customer problem.

They exchanged the client's parquet with another of a higher quality. The client agreed to pay a small
difference and was very satisfied with the quality of services. When you have a very good image in the
market, it is very important to keep it, even it cost you some times.

Anca Ardeleanu

Irina Bigu

Eustina Blanaru

Raluca Chis