Customer Profile
- Region: Brazil (South America)
- Industry role: Transformer / power-equipment manufacturer
- 2025 cooperation: 3 purchase orders completed within the year
- Materials purchased: Epoxy tubes, G10 epoxy laminate sheet
Related SIDA Products:
The Challenge
G10 epoxy laminate sheet, quality consistency is not an abstract metric: these materials carry mechanical and dielectric loads inside the transformer, and a batch that drifts out of specification surfaces as a production or field problem weeks after delivery. The customer needed a supplier whose quality would hold up — and whose after-sales response would hold up if it didn’t.
What Happened
During the cooperation, the customer raised a quality complaint.
For a cross-border supplier relationship, a complaint is usually where the account quietly dies. In this case it became a documented test of SIDA’s after-sales process.
The SIDA Solution
- Case ownership. The complaint was handled through SIDA’s after-sales channel with a defined owner, rather than passed between sales contacts.
- Batch-level investigation. Because every SIDA shipment carries a mill test report and batch-level traceability, the affected material could be traced to its production batch and test data — the basis for a factual rather than argumentative resolution.
- Resolution and continued supply. The case was worked through to resolution, and the supply relationship continued. All materials are manufactured to IEC 60641-3-1 and ISO 9001 requirements.
Results at a Glance
| Metric | 2025 Record |
| Purchase orders completed | 3 |
| Materials supplied | Epoxy tubes, G10 epoxy laminate sheet |
| Quality complaints | 1 |
| Complaint outcome | Resolved; supply partnership continued |
The complaint was resolved and the partnership continued, with the account completing 3 orders in 2025. In industrial supply, a resolved complaint that preserves the relationship is the outcome metric that matters.
Key Takeaways
- Batch traceability converts a quality dispute from an argument into an investigation — the mill test report is the shared set of facts.
- A complaint resolved without losing the account builds more trust than a spotless record no one can verify.
- South American buyers weigh “traceable quality + lead time + cost” together, and after-sales response is part of how they score quality.
Source Epoxy Tubes and G10 Sheet from SIDA
SIDA supplies epoxy tubes, G10 epoxy laminate sheet and 15 other transformer insulation material categories, manufactured to IEC 60641-3-1 with mill test reports and batch traceability. Send your specification for a quotation.
Customer name withheld at the customer’s request. Order counts and product categories sourced from SIDA’s 2025 order records.
