The most common complaints are output below the quoted capacity, poor finish and hygiene, components that differ from what was promised, weak documents, and slow spares and support. Most of them trace back to a vague specification and the lack of a proper factory test.
These problems are not unique to India. They appear wherever machines are bought on a brochure and a price, without checks in between.
The complaints and their usual causes
- Output is below the quoted capacity. The capacity was quoted for an easier product or a coarser grade than the buyer's.
- Product quality is wrong, such as powder that is too coarse, too hot or uneven. The machine was never tested on the buyer's material.
- Contact parts rust or pit. The contract said "stainless steel" without a grade, and a cheaper grade was used.
- Welds are rough and corners trap product. Hygienic design was not specified or inspected.
- Motors, drives or controls are a different brand from the quote. There was no component list with part numbers in the contract.
- The machine does not suit local power or electrical codes. Voltage, frequency and standards were not stated.
- Manuals, drawings and certificates are missing or incomplete. The document list was not part of the contract.
- Spare parts take weeks to arrive, and the maker is slow to answer. No spares were bought with the machine, and support terms were not agreed.
- Installation drags on. The site was not ready, or the split of work between buyer and maker was unclear.
How to prevent them
- Write a specification with numbers for output, fineness, accuracy, materials and utilities, as shown in packaging machine specification.
- Run a trial with your own product before you order, and again at the factory acceptance test.
- Attach a component list with brands and part numbers to the contract.
- List every document you expect, and check it before shipment.
- Buy a starting set of spares with the machine, and agree response times for support.
- Tie payment stages to design approval, a passed factory test and site acceptance, as explained in FAT and SAT.
When the second order disappoints
Some buyers are happy with the first machine and disappointed with the next. A maker under price pressure may change a component, a sheet thickness or a supplier without telling you. The pattern is described in why quality drops after the first order.
Treat every repeat order as a new order. Use the same specification, the same component list and the same factory test. Inspect again, even if the first machine was perfect. Keep photos and component lists from the first machine, so differences are easy to spot.
Next step
We write specifications with you, audit makers, witness factory tests and check machines before loading. To avoid these problems on your next order, book a free sourcing review.