Meta Description: How we solved a critical 'no-touch' functionality issue for a client in Sri Lanka in 96 hours. Learn about our global FAE support and 1:1 replenishment policy.

Case Study: Global Technical Support in Action: Resolving a Critical 'No-Touch' Functionality Issue On-Site

1. The Challenge: A Critical Functional Failure

A key client based in Sri Lanka encountered a serious and urgent issue with a shipment of displays (Model: 6730). The units were suffering from a No-Touch malfunction, a definitive functional failure that rendered the products unusable for their application. With a defect rate of 0.7%, the client's production line was at imminent risk of a complete halt, demanding an immediate and authoritative solution.

2. Our Commitment: Deploying Expert Resources, Not Excuses

For functional failures, standard remote troubleshooting is often insufficient. Recognizing the criticality of the situation, Jingtai LCD Display's leadership immediately authorized a top-tier response. Our commitment was to not just fix the problem, but to do so with transparency, speed, and a commitment to shouldering responsibility. We vowed to get our expert to the client's facility to diagnose the issue firsthand.

3. The Solution: On-Demand FAE Dispatch and Transparent Accountability

We implemented a decisive two-part solution that underscores our dedication to customer success:

3.1 Immediate Expert Deployment: Within hours of the confirmed issue, we arranged for a Field Application Engineer (FAE) to fly to the client's facility in Sri Lanka. This wasn't a simple technician; our FAE possesses deep product knowledge to perform root cause analysis, determine the failure's origin, and formally confirm responsibility on-site with the client.

3.2 1:1 Replenishment Based on Verified Responsibility: Following the FAE's analysis and the mutually agreed-upon responsibility assessment, we executed a 1:1 immediate replenishment of the defective units. This swift action ensured the client's production could continue with minimal delay, regardless of the final root cause, demonstrating our primary focus on their operational continuity.

4. The Result: Trust Forged Through Transparency and Action

4.1 Root Cause Identified: The on-site FAE visit provided an irrefutable analysis, closing the loop on the technical investigation and providing data to prevent future occurrences at the manufacturing level.

4.2 Production Line Saved: The immediate replenishment of goods prevented a costly production shutdown for the client, safeguarding their reputation and delivery schedules.

4.3 Resolution Time: The entire process—from initial alert to having replacement units on the ground and a root cause analysis—was completed within a decisive 96-hour window.

4.4 Relationship Strengthened: By investing in sending an expert and handling the situation with utmost transparency and fairness, we transformed a potential relationship-ending crisis into a powerful demonstration of our reliability. The client saw firsthand that we stand behind our products and are willing to go to extraordinary lengths to support them.

5. Conclusion: Your Global Partner, Wherever You Are

This case study goes beyond a simple warranty claim. It illustrates our core capability to provide global, on-the-ground technical support and our unwavering policy of fair and swift accountability. For our clients, this means peace of mind. They know that with Jingtai LCD Display, they are not just purchasing a component; they are gaining a proactive partner equipped to handle complex challenges anywhere in the world.