If it happened on one build, that is one thing, even with a big delay from
build to complaint, but for Steve it sounds like there have been multiple
builds of the product and multiple products for the customer. Legally the
customer doesn't have a leg to stand on for a complaint for refund if they
have accepted multiple builds. They know what they are going to get,
they've seen it before.
But new customers, and new products for existing customers...ask first.
-----Original Message-----
From: paul reid [mailto:[log in to unmask]]
I just have to jump in with my 2 cents worth.
I, as a quality manager at a PCB fab house, found a defect in a PCB that was
not being rejected by the customer. Production argued (and won) that if it
was "rejectable" then the customer would have rejected for the defect. The
customer's silence meant it was ok by default. We did not bring up the
problem to the customer.
Then, nine month later, all those boards were returned. The customer
claimed that they did have time to tell us that the defect was really a
problem but since the PCBs didn't meet specification they would return all.
By the way this customer did not need any replacements because the PCB was
being spun to a new rev! They wanted a refund.
Always ask and ... record the answer. Not asking can be very detrimental to
your company and your longevity.
-----Original Message-----
From: Genny Gibbard [mailto:[log in to unmask]]
Sent: Thursday, May 15, 2003 4:23 PM
To: [log in to unmask]
Subject: Re: [TN] Adhesive where no component is loaded...
I would agree with Kat. Because this has been built this way before, WITH
NO COMPLAINTS from the customer, you basically have an unspoken contract of
acceptance, that the customer would have difficulty arguing against, if they
changed their mind. I probably wouldn't contact them. They can't want what
they don't know about...
However, seeing the mixed responses that this has drawn from the crowd, this
may have exposed a problem that you do need to correct for future new
contracts, and you might want to consider yourself lucky you haven't been
burnt to this point.
Having said that, personally anywhere we put a component layout on our
design automatically adds those pads to the stencil gerber file for the
paste, so we would be hard pressed to force our CM's to build without paste
on those not-installed spots when we provide the file for the stencil,
without doing a lot of additional editing to our files before we send them.
We almost never deal with wavesoldering any more, so I have no input on glue
dots. Since you stencil glue, rather than dispense it, do you create the
stencil file or does your customer?
Thanks for a mighty interesting thread that has generated good responses and
debate.
-----Original Message-----
From: Kathy Kuhlow [mailto:[log in to unmask]]
I would side with no on calling the customer based on: 1) this is not a new
product being built, you risk a lot more bringing the subject up now, 2) it
currently doesn't violate any stated IPC minimum requirements, if that's the
agreed upon workmanship criteria, 3) it follows traditional processing
results for a stencil adhesive.
Now you may want to start asking this question to new customers or part
numbers but to go back at this point could open a can of worms.
Kat
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