Author: Site Editor Publish Time: 2025-08-21 Origin: Site
During one of our visits to customers in Indonesia, we encountered an unexpected torrential downpour. The heavy rain made the roads muddy and visibility extremely low, creating serious challenges along the way.
As we entered the mining road, the situation grew even more complicated: a road vehicle collided with a CAT 785C mining haul truck, causing the massive truck to overturn. Police officers were already on-site handling the accident, while a long line of vehicles had to wait behind.
The customer reported that the radiator of the CAT 785C had been badly damaged in the collision, forcing the truck out of service. For a mining site, downtime of such a key asset means not only expensive repairs but also halted production and significant financial losses.
Upon learning about the accident, the customer quickly shared the radiator’s damage situation with us. The Sinrui team immediately launched an emergency response plan:
✅Fast Needs Confirmation – Based on the customer’s feedback, we confirmed that the radiator tubes had been severely damaged and needed urgent replacement.
✅Direct Factory Coordination – Even though no formal transaction had been completed yet, Sinrui directly contacted our factory in China, coordinating with the technical and production teams to prepare the radiator components on priority.
✅Expedited Packaging & Shipping – After confirming stock and performing quality checks, we arranged reinforced packaging to guarantee safe transport.
Expedited Packaging & Shipping – After confirming stock and performing quality checks, we arranged reinforced packaging to guarantee safe transport.
Considering every hour of downtime meant greater loss for the customer, Sinrui chose the fastest route: air freight. Within just three days, the radiator tubes were delivered directly to the Indonesian mining site.
The customer’s technical team immediately completed installation, and the truck was soon back in operation, minimizing the downtime-related costs. According to the customer, without Sinrui’s quick action, production at the site could have been delayed by weeks.
Sinrui’s Service Capability in Action
This incident was more than an urgent supply—it highlighted Sinrui’s customer-focused service strengths:
1. Rapid Response – Acting immediately without waiting for lengthy procedures, focusing first on solving the customer's pain point.
2. Efficient Coordination – Seamless collaboration between factory and logistics ensured the product arrived at the site in record time.
3. Reliable Assurance – From product compatibility to packaging safety and delivery speed, every step reflected Sinrui’s professionalism as a radiator supplier.
These capabilities allowed Sinrui to stabilize the customer’s production at a critical moment and reinforced trust in our partnership.
From the heavy-rain journey to the unexpected accident, and finally to the three-day delivery of radiator components, this case demonstrated Sinrui's customer-first philosophy in action. We believe that our customer’s downtime is our responsibility, and urgent needs deserve immediate solutions.
Whether for mining haul trucks, power generators, or other demanding applications, Sinrui is committed to providing reliable radiator solutions backed by strong technical expertise and a global supply network—ensuring that our customers can reduce downtime and safeguard productivity.
