In December 2024, our Thai customer ordered a 10-ton trackless transfer cart and an unpowered trailer The equipment arrived at the customer's site smoothly in February 2025. After using the 10-ton electric flat cart the customer found that it effectively met their heavy equipment transportation needs. However, when preparing to charge the equipment, they discovered that the charger was not functioning properly and immediately reported the issue to us.

After-Sales Issue:

The charger's fan was working normally, but the charger itself was not charging properly.

Our company took the issue very seriously and immediately contacted the charger manufacturer while coordinating with the customer's maintenance personnel for troubleshooting. After an initial inspection, the customer's maintenance team found that one end of the charging cable was damaged, which caused the charger to malfunction. Once the customer repaired the damaged cable, the charger resumed normal operation.

After further analysis, we concluded that the charging cable damage was likely caused by vibration or compression during long-distance transportation, leading to internal wire breakage. Although the equipment underwent strict testing and secure packaging before leaving the factory, uncontrollable factors during transportation may still affect certain components.

    

Our Response and Solutions:

To address this issue, we immediately took the following measures:

1. Expressed our sincere apologies to the customer and assured them that we would resolve the problem as quickly as possible.

2. Consulted with the charger manufacturer and committed to replacing the charger free of charge if it could not be repaired.

3. Provided the customer with a detailed charger usage and maintenance guide to help prevent similar issues in the future.

This incident also served as a valuable reminder for us. Moving forward, we will further enhance the protection of vulnerable parts during the production and transportation process to ensure that trackless transfer carts can be put into use smoothly upon arrival at the customer’s site.

We remain committed to our "customer first" service philosophy, striving to provide high-quality products and excellent after-sales support.