In April 2024, during the ignition of the rotary kiln burner for the Shandong project undertaken by our company, the customer reported that the fan’s selection and design did not meet the operational requirements.
　　The company responded promptly and, after careful analysis, concluded that during the initial collection of on-site data, we had overlooked a key distinction of this project—namely, the absence of cooling air. “Immediately resume supply,” instructed the General Manager—no delay in our customers’ production is acceptable! When selecting the fan again, in addition to repeatedly verifying the relevant parameters, we also took full account of the compatibility of installation dimensions, ensuring that the equipment could be installed and put into operation smoothly.
　　However, during the second trial run, we still failed to achieve satisfactory results, causing the customer losses from the trial—including wasted manpower, resources, and natural gas consumption—and the customer has requested a refund.
　　After learning about the situation, the company attached great importance to it and took swift action. It organized multiple special meetings involving sales, technical, and commissioning personnel to conduct an in-depth analysis of the root cause. After carefully examining every detail, the company ultimately identified the problem: during on-site installation, the connecting pipe between the fan and the burner had not been replaced in a timely manner. The technical department immediately developed a solution to address the issue, and all relevant personnel signed off to take responsibility for its implementation.
　　We understand our client’s anxiety and concerns, and we’re willing to absorb the losses and provide a substantial margin deposit. With the renewed trust of the project leader in Shandong, we’ve secured a third opportunity to send dedicated personnel to the site—determined to seize this hard-earned, and possibly last, chance!
　　On August 24, the company received a notice from our Shandong-based customer allowing us to conduct a trial run. At 6:00 a.m. on August 25, the general manager personally led a team of six people, equipped with spare parts, and headed straight to the site without stopping. Upon arriving at 1:30 p.m., we immediately got to work. The customer’s staff joined forces with us, overcoming the intense heat—sweat soaked through our work uniforms. Together, we worked in perfect harmony and completed the equipment installation as quickly as possible.

　　The ignition was successfully carried out at 5:00 p.m., and at 8:50 a.m. on August 26, we received the good news that all production processes at the site were running smoothly and material discharge was proceeding without a hitch!
　　The entire incident ended well, though the process was fraught with challenges. We’re deeply grateful for the trust and support shown by our client’s leadership, which enabled us to ultimately uphold our business philosophy—“We’ll put in 100% effort to earn 100% customer satisfaction”—and safeguard our reputation. For us personally, while drawing valuable lessons from this experience, we’ve also overcome technical hurdles, gained invaluable insights, and demonstrated our company’s relentless pursuit of excellence and its courageous commitment to taking responsibility.
　　We’re grateful for our customers’ trust and thankful for our own perseverance—finally, after all the waiting, the clouds have parted and the moon shines brightly once more.