I am a Manufacturing Process Engineer (MPE)

In the previous article, Workingbear mentioned a serious DOA (Dead on Arrival) customer complaint involving one of the company’s products. Most of the defective units had unresponsive keypads—specifically the 3, 6, and 9 buttons—and it was eventually traced back to oil contamination. At the time, the company formed a special task force to investigate the issue, and even sent engineers to the contract manufacturer’s factory to track down the root cause.

To be fair, the factory was quite cooperative and had already done some internal troubleshooting to rule out several possibilities.

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This article shares a real case from Workingbear’s past experience dealing with an urgent customer complaint. One day, Workingbear was suddenly assigned to fly to a factory in China to “hunt for oil.” My manager even warned, “If you don’t find the source of the oil, don’t bother coming back!” So, with a heavy heart, Workingbear set off—didn’t even dare to book a return ticket.

The reason for this emergency was a serious DOA (Dead On Arrival) complaint. The product completely failed right out of the carton box when it reached the customer.

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