QSC sent wrong product — how they fixed it (good CS)

SteveThurs said:

Eight months with one supplier, then a change in how they communicate that I noticed before I noticed anything about the product.

No disagreement with SteveThurs. One condition attached. The pattern that distinguishes a bad batch from an exit is behaviour rather than product. A bad batch comes with communication, a reshipment offer and a batch number. An exit comes with slower replies, pressure toward less reversible payment methods, sudden discounting, and the same reassurance repeated without any new information. The product tells you less than the correspondence does.

SteveThurs said:

Eight months with one supplier, then a change in how they communicate that I noticed before I noticed anything about the product.

I disagree that testing history is decisive. It tells you what a supplier did when they were being watched. Continuity of behaviour under stress — a late shipment, a failed test, a complaint — is more predictive than any run of good results.

Short answer first, then the reasoning. The useful checklist is about verifiability rather than presentation. Independent test results commissioned by buyers rather than by the seller, consistency across multiple batches over time rather than one flattering report, a physical address and a company registration that resolve, batch and lot numbers on the actual labelling, and a shipping practice that matches what the material needs. Everything a good-looking website provides is cheap to fake; none of the items above are.

HPLC_Greg said:

The pattern that distinguishes a bad batch from an exit is behaviour rather than product.

This matches mine closely enough to be worth saying so out loud.