This message is not directed at Kimi directly, but at his boss and management team that is responsible for the current mess Sanhui is in.
The Past
When I introduced Sanhui end of last year almost nobody knew them. Sanhui was known in China mainly for their 120cm doll and the quality problems associated with her. When they introduced the 165 with a new skeleton I've decided to take a risk and order one for myself. Surprisingly, the skeleton was good, the skin was almost as good as JM's, which at the end lead to this review.
Right after that I added Sanhui to my portfolio and started selling 165's and several 145's. Sales were so good, that Sanhui joined TDF as a manufacturer 2 months later and even hired an english speaking staff (Kimi) in order to have better customer support. It couldn't be better - good silicone dolls, at low prices, no quality problems ...
... until things started to get messy.
The Present
Little problems started to appear, such as delivery problems with some wigs or eyes. I've had customers waiting for their dolls a week in addition just because someone at Sanhui didn't order wigs or eyes from their supplier in time. I ended up sourcing and buying them by myself in order to send out my dolls faster. However it is strange how I can buy those items, while Sanhui is telling me that their supplier has no stock. I even offered them my contact if they need a faster supply (on the eyes).
But those are small issues, they happen.
Unfortunately things really started to get messy onwards. For example making an order on a Sunday, just to find out that two dolls are not being shipped out 6 days later - no one is telling me this, and of course my customers are furious. That time, I put the blame on me in order to protect Sanhui. Right before shipment Kimi surprised me with this message:
So I told Kimi its okay, but requested that they write up an official thread on TDF, explaining their current shortage on wigs/eyes as well as longer delivery times. Unfortunately that never happened.I am really sorry to tell you this man, but we have only one brown and black wig left, can we ship the left later, when we have them? we already have ordered from the manfacturers.
About one week later I receive both dolls (165) - and while one of them was almost perfect, the other one failed our PQC totally - I am not going to upload pictures or describe the problem in order to "give Sanhui some face", but I will, if things don't get better.
Since one of the dolls failed the PQC I asked my customer to give me the green light for a replacement and he decided to opt-in for a 160 instead. I talked to Kimi the same Day (April 23rd) and he promised to send out a 160 ASAP. Two days later I received a message saying that the #2 head doesn't fit the 160 body properly and that their workers are trying to find a solution. I've got a total of 4 messages stating "we are ready with the changes and will ship out the body tomorrow", but guess what - It's May 5th and I've got the same message yesterday again. So just a recap: Within 2 weeks, Sanhui was "ready" 4 times with the "changes", but failed to ship out the doll. And you really expect me or my customers to believe that?
The next deadline is on Friday - let's see where things go from there and if they keep their promise this time.
And as if the problems at Sanhui were not enough, two of my customers (gonestill77, ErrorNull) both broke the left wrist of their dolls - I immediately talked to Kimi and notified him about those customers. They've had even conversations where they CC'd my email - until the conversations ended. Gonestill77 tried several times to contact Sanhui via PM and email, all to no avail. I told Kimi three times about those two customers, until I got pissed as well and called him yesterday in order to push him to establish contact again - this is the email gonestill77 received:
On May 5, 2016 12:20 AM, "sanhuidolls" <sanhuidolls@yahoo.com> wrote:
Hey there,
How you doing? I am here to help you with the wrist issue, can you tell me from who you got this doll?
So almost a month after Sanhui knows about this issue, and a couple of hours after I contact Kimi for a 4th time telling him to contact those customers, they send out this email? What is this? They know exactly that this is my client, and gonestill77 is right when saying "I think they're playing dumb" - yes they are.
The Future
There are numerous other things I can write up, but honestly I have better things to do. As the owner of XS Dolls my first and foremost interest is to have 100% happy clients and I am working my butt off to achieve that on my part - And I am not going to let any manufacturer, no matter how powerful, successful or arrogant drag my name down with them.
About Kimi: He is a really nice guy and I am sure that he is trying to do his best balancing things between Sanhui and me. I honestly don't believe that anything mentioned here is directly Kimi's fault - he is just the messenger - we shouldn't shoot him. However someone at Sanhui has to be held responsible, before things really start to get out of control.
Kimi's boss should understand that the same way Sanhui got famous and suddenly has a 400% increase in sales it could lose its position if I decide to stop selling them - I honestly don't care if you guys are short on staff or any other excuses that came from the Sanhui management during the last month - this is unacceptable.
For instance, there was a customer that bought a second hand JM doll a while ago on TDF, but the skeleton broke - he voiced his disappointment on the forum and received a replacement body instantly. This is good customer service dear Sanhui. Not slow-playing after-sales problems for one month until people go publicly criticizing your actions.
You've lost not only my trust, but also the trust of all the people who respect my opinion here on TDF. The moment I hit the "Submit" button your boss is losing at least 20% of future sales. Please let him know.
My Demands
1 I want someone to take care of gonestill77's and ErrorNull's wrist problems asap. Sending them a replacement "rod" and asking them to cut open their doll, replace the part and glue her back together might have worked in the beginning, but after this fiasco you owe them more in order to show some customer service.
2 The 160cm replacement doll I am waiting for for almost 2 weeks already - ship it out this week and also include a financial compensation for my client, who is waiting already over one month.
3 Push your boss to do some changes at Sanhui so situations like this don't happen anymore. I need A-grade dolls and deadlines that are kept. If you can't push your boss to do that, you're obviously working for the wrong company, and my offer to work for XS is still valid because I know you're a good guy.
If my demands are not met I will release communiques / pictures / other material proving the above and additional accusations to TDF management.
George
His response to this situation is definitely winning him fans.
)))))))))))
