Peeling
Questions to ask: | Guidelines: |
What is the degree of peeling? | How bad is the peeling? |
When did the peeling happen? | Upon arrival, unboxing, or during assembly? |
| When did the customer buy the item? | Check the purchase date and ask this question if the purchase date has exceeded 2 weeks. Example: Given that this item was delivered on [date & time], may I please check with you when you first noticed that this item is damaged/defective? |
| How did the damage happen? | Especially important to ask if it seems unnatural or if it's been purchased for a long time. A sample of 'unnatural' peeling is shown [here]. Example: Could you please provide us with some details on how the damage occurred? |
| Is the photo provided by the customer clear? | Ensure that we can assess and understand the damage from the provided photo. Do not hesitate to kindly ask the customer to elaborate or provide close-up photos. Example: Thank you for providing the requested images. However, may I please ask for your kind assistance in providing a close-up photo of the damaged hardware/part? |
Resolution? | Able to rectify using glue? Use Brooklyn Quality Categorization.xlsx (sharepoint.com) as guidance
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Proposed resolution:
1. Use super glue and use something to clamp the lamination to the product.
2. Leave it for a while.
We can share the troubleshooting video with the customer as a visual aid: Peeling Reparation Video
Refer to the Quality Solution page on CX Portal: Click Here
A sample of what 'unnatural' peeling may look like:
Note: This customer purchased this item in May 2023 before contacting us in January 2024. High chance of customer misuse, therefore, for this special case, we can offer a partial refund and a wood swatch kit. However, please reach out to the OPS team first before providing the final resolution to the customer.
To explore more options as resolutions that we can provide to the customers, please refer to the Quality Solution page on CX Portal.