Perfect after-sales service system

Support after shipment is answered by the engineering team that built the boards, working from the traceable records kept for every batch. This page covers what after-sales support includes, how a reported problem is handled, and why those records make it possible.

What after-sales support covers

• Technical questions on assembly, rework, second-source approval and process limits.
• Traceability look-ups for a specific lot, including material and inspection data.
• Investigation of a reported failure, with production records pulled for the affected batch.
• Corrective action agreed and applied, with containment for stock already produced.

How a problem is handled

A reported issue is acknowledged quickly and assigned a named technical contact. Production records for the affected lot are retrieved - component lots, reflow profile, AOI and X-ray results, test data - and the board and the reported failure are examined together with the customer rather than in isolation. Where the cause is in assembly or material, containment is applied to any remaining stock and the process is corrected. Where the cause is in design or application, the analysis is still shared, because a finding the customer can act on is worth more than a clean conclusion.

Why the records make this possible

Support is only as strong as the traceability behind it. Every build carries lot-level records from component sourcing through placement, DIP, inspection and test, which is why a question about a shipment from months earlier can be answered from data rather than recollection. Those records also make a corrective action possible: the cause can be identified from evidence and closed out, instead of being settled by discussion. How the records are produced is covered on the quality assurance page.

Long-term partnership

Repeat production, second-source qualification, engineering change support and capacity planning for future releases are all part of the relationship after the first shipment. More than 3,000 OEM customers have placed production with Kilandu across Europe, Russia and the Americas - industrial electronics and automation, instrumentation, energy storage and power electronics, medical devices, automotive electronics and IoT products - most of them returning for further programmes.