Essential After-sale-service

We treat every after-sales inquiry as a top priority – not as a complaint, but as an opportunity to improve.
Our commitment goes beyond delivery.
We stand behind every product we ship and take full responsibility for its performance.
We believe that a problem solved well builds stronger trust than a transaction completed smoothly.

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Case #1  (80,000 linear meters or 40 rolls of silver metallized polyester film)

Step 1:

Feedback (F1):

I hope you are doing well.

We are contacting you regarding a serious issue detected in the material corresponding to PO 25/XXX, equivalent to your order QCSTSP225109XXXX (80,000 linear meters), which was received on February 5, 2026.

Following our checks, we have verified that the material does not allow proper fixation of UV inks. Specifically, the corona treatment required to ensure proper ink adhesion is not performing correctly, making the material unsuitable for use.

Once the defect was identified, the Quality and Production Departments carried out testing on different reels from 3 pallets out of the total 80,000 meters supplied. Tests were conducted using 200 sheets per selected reel, with a total of 6 different reels tested; all of them showed the same unsatisfactory result.

It is worth noting that our regular PET Silver supplier, under the same conditions (lamination and printing process using the same machinery), does not present any issues regarding ink adhesion to the substrate.

According to the information provided at the time of purchase, the material was to have a corona treatment suitable for printing; however, based on the obtained results, this condition is not being met.

We will attach the corresponding Non-Conformity report (NC), where the incident and the relevant technical data are detailed.

Given the seriousness of the situation, which is affecting both our deliveries and the company’s image, we kindly request that you provide us, as soon as possible, with your response, including the corrective and preventive actions you deem appropriate.

We remain at your disposal for any further clarification.


Answer (A1):

above all, i want to express my apology for the inconvenience caused to you.

i carefully studied the email and NC report, looking into the videos you sent.

then i fowarded your feedback and report to our chief technician.

we found the problem was with UV ink.

i was told by our chief technician that there are two types of Metallized Polyester Thermal Lamination Film (Silve & Gold), one is standard for offset printing, another is coated that is specially made for UV Inks.

the one you ordered was of standard type by PO 25/XXX, equivalent to our order QCSTSP225109XXX (80,000 linear meters).

the above is the REASON.

next let's talk about SOLUTION.

1. to use the coated type in future

2. we afford 20% compensation that is 16,000 linear meter 

what do you think?

Step 2:

Feedback (F2):

I have personally reviewed your response to our Quality Department regarding the non-conformance reported for the material supplied under PO 25/XXX.

First of all, I appreciate the time taken to investigate the issue internally. However, after carefully analyzing your explanation, I must respectfully disagree with the conclusions reached by your technical team.

The key point that appears to have been overlooked is that, prior to placing the order, your company was informed that this material would be printed using UV offset printing technology.

For this reason, I am concerned by the statement that the supplied material was intended for “standard offset printing” while a different grade would be required for UV inks.

From a technical standpoint, this explanation is difficult to understand.

Conventional offset printing uses oil-based inks that dry through oxidation and is generally unsuitable for metallized PET substrates and other non-absorbent plastic materials. These substrates are commonly printed using UV offset technology precisely because UV curing allows proper adhesion on non-porous surfaces.

Furthermore, throughout our investigation we have verified that:

• The same UV inks were used.
• The same printing press was used.
• The same production parameters were used.
• The same operators carried out the tests.
• Equivalent Silver PET materials from other suppliers were printed successfully without any adhesion issues.

After detecting the issue, our Production and Quality Departments performed additional testing on six different reels taken from multiple pallets within the batch. Every reel exhibited the same defect and the same ink adhesion failure pattern.

Based on these results, we cannot conclude that the problem originates from our printing process. On the contrary, all evidence indicates that the supplied material is not suitable for the application that was specified when the order was placed.

For this reason, we cannot accept the proposed 20% compensation.

Our expectation is to reach a fair resolution that reflects both the technical reality of the issue and the impact it has had on our operations.

Therefore, we propose the following:

1. Replacement of the complete quantity of non-conforming material, free of charge, with material fully suitable for UV offset printing.
2. Reimbursement of all direct costs incurred as a consequence of this quality issue, including transportation costs, outsourced printing costs, and other related expenses generated by the non-conforming material.
3. As a gesture of goodwill and in order to preserve the long-term business relationship between our companies, we request a 10% commercial discount on our next two purchase orders covering all materials we regularly purchase from Chintec.

We value the relationship we have built with your company and would like to continue working together in the future. However, this requires a solution that adequately addresses the impact of this incident and restores our confidence in the supplied products.

Furthermore, we would like to make it clear that we do not intend to use the remaining material, as it is not fit for the purpose for which it was purchased and cannot be used in our manufacturing process.

The material has been quarantined by our Quality Department and remains at your full disposal for inspection, collection, or return. Should you wish to recover the material, we will cooperate fully in arranging its return.

I am writing to you personally because I consider this matter important for the future of our business relationship, and I hope we can reach an agreement that is satisfactory for both parties.

I look forward to your response.

Answer (A2):

hank you so much for your personal reply and time.

we are very concerned about your feedback and had an internal discussion about the solution.

for my personal, i must take full responsibility for you and your company.

as a part of responsibility for both of us, i looked back to the emails between our two companies.

but i found we were not informed by your company before your last email that this material would be printed using UV offset printing technology.

but when we are viewing to our long cooperation relationship, we decide to compesate 100% by producing a replacement of the coated silver polyester film which must be working well with yoru UV inks.
the quantity is equvilent 40 rolls ( 80,000 linear meters).

we shall look forward to receiving your new feedback after using them.