In the construction machinery attachment industry, it is never sales volume that truly defines an enterprise’s standing, but its attitude when confronted with problems. Jiangtu provided the answer through a cross-border after-sales service initiative this time.
The incident happened in the Middle East market
A client in the Middle East purchased Jiangtu’s Orange Peel Grapple and put it into operation. During the site working conditions, the Orange Peel Grapple suffered abnormal wear and structural cracking of the grapple claws, the client immediately filed a claim.
For overseas clients, this was far more than a simple product issue — it threatened construction schedules and triggered substantial cost losses. Upon receiving the client’s feedback, Jiangtu made an immediate decision: The issue must be resolved on-site.
Flying to the site immediately—seeking the answer to “Why?”
Upon receiving the news, the head of Jiangtu team immediately flew to the construction site in the Middle East. After multiple rounds of on-site inspections and data analysis, the issue became clear:
The material specifications of the original product were not fully compatible with the local extreme operating conditions. High temperatures, heavy dust, and continuous heavy-load operations placed higher demands on material performance.
The problem has been identified, but Jiangtu’s choice goes beyond mere “repair.”
Final Decision: A Full Upgrade to Hardox Material
After getting to the core of the issue, Jiangtu made a decision that was far from “conventional” in the industry:
To fully upgrade this batch of products to Hardox high-strength, wear-resistant steel plate.
Furthermore, Jiangtu has simultaneously arranged compensation for the more than 40 units orange peel grapples already delivered (valued at over 2 million RMB). This means:
- Upgrading all delivered equipment
- Bearing the full cost of modifications and compensation
- Refusing to shift the risk onto customers
- To many people, this decision represents a “massive cost.”
- But for Jiangtu, it is viewed as a necessary course of action.
JIANGTU Founder’s Philosophy: A Sale Is Not the End, but the Beginning of Responsibility
Mr.Liu, the founder of Jiangtu Machinery, has always emphasized:
“What customers purchase is not only a product, but a guarantee of safety and efficiency in their operations.”
In his philosophy :
- Technology can be continuously optimized, but responsibility must be fully upheld from the very start.
- Costs can be absorbed internally, but trust must never be lost.
- Products can undergo upgrades and iterations, but the fundamental standards of quality must not be compromised.
It is precisely this philosophy that drives Jiangtu to confront issues head-on rather than evade them.
Result: The Client Retained & Placed Repeat Orders
The final handling result surprised many people: After the issue were fully resolved and product upgrades completed, this Middle Eastern client did not terminate cooperation; instead, they kept placing additional orders.
The reason is simple: What customers ultimately choose is not merely a product, but a supplier willing to take full responsibility from start to finish.
In overseas markets, this kind of trust is more valuable than any form of promotion.
The Ultimate Goal of Quality is Customer Trust
Following this incident, Jiangtu carried out a systematic upgrade of the product system for the orange peel grapple:
- Optimization of the materials system (comprehensively enhancing adaptability to high-demand operating conditions)
- Structural design re-verified
- Factory standards further raised
- Overseas operating condition database established
A single issue transformed into a systemic upgrade.
Conclusion
For fourteen years, Jiangtu has always upheld one belief: A true brand is never one free of faults, but one brave enough to face them head-on.
Jiangtu has proven through its actions: Technology determines the product’s upper limits, while responsibility determines the brand’s stature.
JIANGTU Orange Peel Grapple — we deliver not just equipment, but complete peace of mind.
