Dear Omar, We were informed by the customer today that your team visited LITEON for calibration service. However, the customer mentioned that after starting the calibration, an error message appeared. The engineer stated that it was a light source issue preventing calibration and then left the factory. Could you please help clarify what exactly happened during the service? If calibration cannot be performed at this stage, could you kindly provide your professional suggestion on which components or parts the customer should purchase to fix the issue? Additionally, we would appreciate it if the on-site engineer could provide a full explanation to the customer before leaving when such situations occur, as this incident has caused some confusion to the client. Thank you very much for your cooperation and support. Penny Penny Tseng EXT280 Loyal Sun Tech Co., Ltd. Tel: 886-2-8227-6618 Fax: 886-2-8227-6226 Mail: [email] http://www.loyalsun.com Global Sales & Service Location: Taiwan (Taipei, Taichung, Kaohsiung) China (Suzhou, Shenzhen) Vietnam (Hu Chih Ming City, Hanoi) Mexico (Juarez) Thailand (Bangkok) USA (Dallas) From: [email] Sent: Saturday, October 18, 2025 2:10 AM To: [email] Edgar Fuentes ; [email] Yazmin Jaramillo ; Julio Reyes ; [email] Cc: Sea LH Pang ; Sam Feng ; Guangxin Huang ; Wenbin Ye ; Axel Ortiz ; Sandra Suarez ; Maria Martinez ; Penny ; 'Gilberto Pastrana' Subject: RE: CKD machine calibration Adding Penny and Gilberto Best regards, From: Juan Lazcano / OEI-MX > Sent: Friday, October 17, 2025 11:04 AM To: Edgar Fuentes >; Claudio Echeverria / OEI-MX >; Omar Gomez / OEI-MX >; Yazmin Jaramillo >; Julio Reyes >; AOISupport-MX-A > Cc: Sea LH Pang >; Sam Feng >; Guangxin Huang >; Wenbin Ye >; Axel Ortiz >; Sandra Suarez >; Maria Martinez > Subject: Re: CKD machine calibration Edgar Thank you very much for your response. Between 9:00 and 9:30, it depends a lot on the traffic in the area. It's been very complicated lately. We'll try to get there earlier, but based on experience, we know we can get there by that time. Regards _____ From: Edgar Fuentes > Sent: Friday, October 17, 2025 11:59 AM To: Claudio Echeverria / OEI-MX >; Omar Gomez / OEI-MX >; Yazmin Jaramillo >; Julio Reyes >; AOISupport-MX-A >; Juan Lazcano / OEI-MX > Cc: Sea LH Pang >; Sam Feng >; Guangxin Huang >; Wenbin Ye >; Axel Ortiz >; Sandra Suarez >; Maria Martinez > Subject: RE: CKD machine calibration Hello, good morning. If Monday is fine, you only need a gown, heel pads, and a cap. What time will you arrive on Monday? From: [email] > Sent: Friday, October 17, 2025 8:12 AM To: Edgar Fuentes >; [email] ; Yazmin Jaramillo >; Julio Reyes >; [email] ; juan.lazcano. [email] Cc: Sea LH Pang >; Sam Feng >; Guangxin Huang >; Wenbin Ye >; Axel Ortiz >; Sandra Suarez >; Maria Martinez > Subject: RE: CKD machine calibration This message was sent from outside of the company. Please do not click links or open attachments unless you recognize the source of this email and know the content is safe. Hi Edgar Omar confirmed to us that we can proceed with on-site support. We are available to visit Liteon on Monday, Oct/20. Can you confirm if the date is ok for you? What paperwork is needed to get access to the factory? Regards Claudio E. From: Edgar Fuentes > Sent: Monday, September 29, 2025 9:31 AM To: Luis Lujan / OEI-MX >; Omar Gomez / OEI-MX >; Yazmin Jaramillo >; Julio Reyes >; AOISupport-MX-A > Cc: Sea LH Pang >; Sam Feng >; Guangxin Huang >; Wenbin Ye >; Axel Ortiz >; Sandra Suarez >; Maria Martinez >; Claudio Echeverria / OEI-MX > Subject: RE: CKD machine calibration @Yazmin Jaramillo Can you validate this please? From: [email] > Sent: Monday, September 29, 2025 9:25 AM To: Edgar Fuentes >; [email] ; Yazmin Jaramillo >; Julio Reyes >; [email] Cc: Sea LH Pang >; Sam Feng >; Guangxin Huang >; Wenbin Ye >; Axel Ortiz >; Sandra Suarez >; Maria Martinez >; [email] Subject: RE: CKD machine calibration This message was sent from outside of the company. Please do not click links or open attachments unless you recognize the source of this email and know the content is safe. Hi Edgar, Could you please help me fill out the attached files so our project department can add the company information to our system and can process your PO. Thanks. Saludos cordialmente / Best Regards / よろしくお願いします From: Claudio Echeverria / OEI-MX > Sent: Monday, September 29, 2025 9:04 AM To: Edgar Fuentes >; Omar Gomez / OEI-MX >; Yazmin Jaramillo >; Julio Reyes >; AOISupport-MX-A >; Luis Lujan / OEI-MX > Cc: Sea LH Pang >; Sam Feng >; Guangxin Huang >; Wenbin Ye >; Axel Ortiz >; Sandra Suarez >; Maria Martinez > Subject: RE: CKD machine calibration Hi Edgar Our account managers must register your account in our system to process your order. Since Omar in on vacation I am copying to Luis Lujan our account manager for north MX region. @Luis Lujan / OEI-MX can you help to Omar with Liteon registration? Best Regards. Claudio E. From: Edgar Fuentes > Sent: Monday, September 29, 2025 8:38 AM To: Claudio Echeverria / OEI-MX >; Omar Gomez / OEI-MX >; Yazmin Jaramillo >; Julio Reyes > Cc: Sea LH Pang >; Sam Feng >; Guangxin Huang >; Wenbin Ye >; Axel Ortiz >; Sandra Suarez >; Maria Martinez > Subject: RE: CKD machine calibration Hello Claudio, good morning. Could you please help me with the machine calibration date? The production line is stopped. @Julio Reyes Do we have any problems with the purchase order? @Yazmin Jaramillo Can you validate it with the supplier please? Best Regards Edgar Fuentes From: [email] > Sent: Friday, September 26, 2025 8:31 AM To: Edgar Fuentes >; [email] Cc: Sea LH Pang >; Sam Feng >; Guangxin Huang >; Wenbin Ye >; Axel Ortiz >; Sandra Suarez >; Maria Martinez > Subject: RE: CKD machine calibration This message was sent from outside of the company. Please do not click links or open attachments unless you recognize the source of this email and know the content is safe. Hi Edgar Our team is processing your order, once I get the authorization, we can schedule a service visit @Omar Gomez / OEI-MX please share the SA number. Thanks From: Edgar Fuentes > Sent: Friday, September 26, 2025 8:23 AM To: Omar Gomez / OEI-MX >; Claudio Echeverria / OEI-MX > Cc: Sea LH Pang >; Sam Feng >; Guangxin Huang >; Wenbin Ye >; Axel Ortiz >; Sandra Suarez >; Maria Martinez > Subject: RE: CKD machine calibration Hi Claudio good morning, Do you have any status of when they will come to calibrate the machine? Best regards Edgar Fuentes From: [email] > Sent: Thursday, September 25, 2025 10:04 AM To: Edgar Fuentes >; [email] Cc: Sea LH Pang >; Sam Feng >; Guangxin Huang >; Wenbin Ye >; Axel Ortiz >; Sandra Suarez >; Maria Martinez > Subject: RE: CKD machine calibration This message was sent from outside of the company. Please do not click links or open attachments unless you recognize the source of this email and know the content is safe. Good morning Edgar, Thanks for your email, we’re processing your order. Claudio Echeverria is already checking for a window of opportunity and will get back to us with an update. Best regards, From: Edgar Fuentes > Sent: Thursday, September 25, 2025 9:58 AM To: Omar Gomez / OEI-MX > Cc: Sea LH Pang >; Sam Feng >; Guangxin Huang >; Wenbin Ye >; Axel Ortiz >; Sandra Suarez >; Maria Martinez > Subject: CKD machine calibration Hello Omar good morning. I'm Edgar Fuentes from Liteon. My manager tells me that Loyal Sun has already sent the PO to you. Could you schedule an appointment to calibrate the machine? We need it urgently since the production line is stopped. Best regards Edgar Fuentes Confidential Information:This message is sent to the intended recipient and may contain privileged or confidential information. If you received this transmission in error, please notify the sender with a replying e-mail and delete the message and any attachment.Transmission Caveat and Virus Alert: Internet communications cannot be guaranteed to be timely, secure, error or virus-free. The sender does not accept liability for any errors or omissions. WARNING! This is an email from an external party. Do not click on any link or open any attachment if you cannot ascertain that it is safe. Confidential Information:This message is sent to the intended recipient and may contain privileged or confidential information. If you received this transmission in error, please notify the sender with a replying e-mail and delete the message and any attachment.Transmission Caveat and Virus Alert: Internet communications cannot be guaranteed to be timely, secure, error or virus-free. The sender does not accept liability for any errors or omissions. WARNING! This is an email from an external party. Do not click on any link or open any attachment if you cannot ascertain that it is safe. Confidential Information:This message is sent to the intended recipient and may contain privileged or confidential information. If you received this transmission in error, please notify the sender with a replying e-mail and delete the message and any attachment.Transmission Caveat and Virus Alert: Internet communications cannot be guaranteed to be timely, secure, error or virus-free. The sender does not accept liability for any errors or omissions. WARNING! This is an email from an external party. Do not click on any link or open any attachment if you cannot ascertain that it is safe. Confidential Information:This message is sent to the intended recipient and may contain privileged or confidential information. If you received this transmission in error, please notify the sender with a replying e-mail and delete the message and any attachment.Transmission Caveat and Virus Alert: Internet communications cannot be guaranteed to be timely, secure, error or virus-free. The sender does not accept liability for any errors or omissions. WARNING! This is an email from an external party. Do not click on any link or open any attachment if you cannot ascertain that it is safe. Confidential Information:This message is sent to the intended recipient and may contain privileged or confidential information. If you received this transmission in error, please notify the sender with a replying e-mail and delete the message and any attachment.Transmission Caveat and Virus Alert: Internet communications cannot be guaranteed to be timely, secure, error or virus-free. The sender does not accept liability for any errors or omissions. WARNING! This is an email from an external party. Do not click on any link or open any attachment if you cannot ascertain that it is safe.
Conversation
Engineer and customer thread
12 messages
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CustomerCustomer reply | Oct 21, 2025 at 10:53 AM
Penny, The equipment was inspected, as I told the Liteon team. The problem is the light ring. The information was sent to CKD to confirm and request a quote for the parts. The problem is the red light on the light ring. During the visit, we explained the problem, and the information is pending, which we will share with you today. They are confirming that the part is still available because these devices are already discontinued. Attached is a discontinuation notice. Regards [cid:01657c92-9c52-44bb-99a5-345dbf4f5568] [This is Juan Lazcano's card. Their email is [email] Their phone number is +52 [phone].] ________________________________
Hello Edgar, We have already requested the quote from CKD. As soon as we receive it, Omar will share it with you.
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CustomerCustomer reply | Oct 23, 2025 at 10:48 AM
Dear Juan, We fully understand that the customer’s machine model has already been discontinued. However, the customer still relies on this equipment for production. May I kindly ask if the error screen or message from the machine has been shared with CKD? Has CKD provided any feedback or suggestions regarding the issue? Since your engineer’s visit on Monday, the problem remains unresolved, and until today the customer is still waiting for our solution. We would greatly appreciate it if you could help confirm the status with CKD as soon as possible so that we can provide the customer with a timely response. Thank you very much for your assistance. Penny Penny Tseng EXT280 Loyal Sun Tech Co., Ltd. Tel: 886-2-8227-6618 Fax: 886-2-8227-6226 Mail: [email] http://www.loyalsun.com Global Sales & Service Location: Taiwan (Taipei, Taichung, Kaohsiung) China (Suzhou, Shenzhen) Vietnam (Hu Chih Ming City, Hanoi) Mexico (Juarez) Thailand (Bangkok) USA (Dallas)
Hello Penny, If we have already shared the part number with you, the fault is in the light ring. Once we have the quote for the part, we will share it with you.
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CustomerCustomer reply | Oct 27, 2025 at 12:05 PM
Dear Omar, Juan, May I ask if you have already received confirmation from CKD? Our customer has completely lost patience and is now threatening to refuse payment for this repair service. Could you please urgently advise on how this issue will be handled? The delay in repairing the machine has already caused a severe impact on the customer’s production, and we have been receiving continuous complaints from them. If your team is currently unable to schedule the service soon, would it be possible for us to borrow the required jigs/tools from you, so that we can attempt to assist the customer remotely with the calibration process? Please help to confirm as soon as possible. We truly appreciate your prompt attention and support. Thank you very much. Rgds, Penny Penny Tseng EXT280 Loyal Sun Tech Co., Ltd. Tel: 886-2-8227-6618 Fax: 886-2-8227-6226 Mail: [email] http://www.loyalsun.com Global Sales & Service Location: Taiwan (Taipei, Taichung, Kaohsiung) China (Suzhou, Shenzhen) Vietnam (Hu Chih Ming City, Hanoi) Mexico (Juarez) Thailand (Bangkok) USA (Dallas)
Dear Penny, Thanks for your email, we’ve received information from Japan and are just waiting to upload the part in our system and get a quote ready. In regards the comments from the final customer, we wouldn’t be in this situation if they have done things right and register all their machines properly (especially when machines are as old as the one you guys installed). It will be wise to start registering the rest of their machines in a way to avoid a situation like this in the future. It is important to visualize that this is going to take time after sending the quote and receiving the PO (the part is coming from Japan) so you might discuss this with the customer in advanced and avoid any miss communication. We have new machines in stock in Dallas in case you want to offer one. Best regards, Omar Get Outlook for iOS ________________________________
Dear Omar, Thank you for your comments - I fully understand your point of view. However, at this stage, the customer’s top priority is to repair this machine as soon as possible. I can only propose your suggestion to the customer after this issue has been properly resolved. Could you please provide us with the CKD part number and part name that were identified as the cause of the problem? Also, may I ask if Japan has already confirmed the lead time for this part? As mentioned in my previous email, the customer’s management has already lost patience, and they are becoming increasingly dissatisfied. During the last service visit, the engineer stayed only about one and a half hours and left after informing the customer that the issue was related to the light source. The customer mentioned that they asked if the part could be temporarily swapped from another machine to confirm the problem, but were told that this would require an additional USD 5,000 charge per machine. This situation caused significant dissatisfaction, and we have been receiving continuous complaints. If the repair cannot be completed soon, there is a real risk that the customer may reconsider their plan to purchase our new machines next year. By the way, may I confirm whether the equipment you mentioned in Dallas is the VP-01G model? I have already proposed this option to the customer, but unfortunately, they have no budget for new equipment this year. Their current priority remains repairing the existing unit as quickly as possible to resume production for their end customer. We sincerely ask for your kind assistance in resolving this matter as soon as possible. Your urgent support would be greatly appreciated. Best regards, Penny Penny Tseng EXT280 Loyal Sun Tech Co., Ltd. Tel: 886-2-8227-6618 Fax: 886-2-8227-6226 Mail: [email] http://www.loyalsun.com Global Sales & Service Location: Taiwan (Taipei, Taichung, Kaohsiung) China (Suzhou, Shenzhen) Vietnam (Hu Chih Ming City, Hanoi) Mexico (Juarez) Thailand (Bangkok) USA (Dallas)
Dear Omar, After several rounds of negotiation with Lite-On’s top management, the customer has asked if OK to cancel the service request, as the waiting time for service and parts has been too long. They mentioned that they will now discuss internally with their headquarters to evaluate whether they can allocate an additional budget for a new machine or relocate one of their existing machines from their China factory. Could you please kindly confirm whether it is acceptable to proceed with the cancellation of this service PO? Also, please advise if there will be any charges for the 1.5-hour service that your team had already performed previously. Thank you for your understanding and prompt confirmation. Rgds, Penny Penny Tseng EXT280 Loyal Sun Tech Co., Ltd. Tel: 886-2-8227-6618 Fax: 886-2-8227-6226 Mail: [email] http://www.loyalsun.com Global Sales & Service Location: Taiwan (Taipei, Taichung, Kaohsiung) China (Suzhou, Shenzhen) Vietnam (Hu Chih Ming City, Hanoi) Mexico (Juarez) Thailand (Bangkok) USA (Dallas)
Dear Penny, Thanks for your email, unfortunately we cannot cancel the service (neither the register process for the machine). Anyhow, I’ll mark this service as done and release the invoice for your PO. Best regards, [This is Omar Gomez's card. Their email is [email] Their phone number is +52 56 5114 8610.]
Dear Omar, Please kindly do not issue the invoice yet, as we still need to discuss the situation with our customer. Tks & Rgds, Penny Penny Tseng EXT280 Loyal Sun Tech Co., Ltd. Tel: 886-2-8227-6618 Fax: 886-2-8227-6226 Mail: [email] http://www.loyalsun.com Global Sales & Service Location: Taiwan (Taipei, Taichung, Kaohsiung) China (Suzhou, Shenzhen) Vietnam (Hu Chih Ming City, Hanoi) Mexico (Juarez) Thailand (Bangkok) USA (Dallas)
Hi Penny, Thanks for the info, I’ll hold the invoice (and the complete flag for the service). Let me know how it goes. Best regards, [This is Omar Gomez's card. Their email is [email] Their phone number is +52 56 5114 8610.]
