这个客户是通过我们公司的网站找到我们的，并通过我们公司的service的邮箱发过来的询盘；是属于高质量的询盘。在他的询盘邮件中列举了几十种芯片的行型号要求我方报价。看到这个客户的公司网站和介绍以后，想把他发展成稳定，一个比较稍微大一点的客户。所以我很细心地，琢磨了很长时间回了他的第一封邮件。过了两三天以后收到他的回复，并且说我方的价格有点贵，经过三轮的讨价还价以后，终于在芯片的价格上我们达成了一致。在砍价这方面，我都能比较很好把握客户的心态，虽然经过三轮的砍价，还是以高出我销售底价很多的的价格成交的。而且留给客户的印象比较好，认为这是一次很愉快的negotiation.谈判就是要让客户感觉自己是个赢家。但是实际上是你占了优势。我就不谈这些了。呵呵！客户为了测试我们公司产品的质量和信誉问题，第一次成交并没有买这芯片，而是买了20个主板来试单。就是因为这20个主板，让我和客户之间的关系急转而下。
客人在收到主板后的二十多天给我反馈邮件如下：
Dear ***
Boss phone me Saturday and told me that we have problem with motherboards witch we have got from China.
Miki ,we found free motherboards broken (do not even start). One (fourth) of sold motherboards came back to us after three days working.
We haven’t finish checking motherboards yet. I’m afraid that will be more bad motherboards.
What now, do you have a proposition how we can resolve problem with broken motherboards?
I don’t how many broken motherboards will be together.
我先申明一下，先告诉客户了，他要的这个型号的主板是市场上会被淘汰了的，而且价格是很便宜的了，客人的公司在维修产品方面也是很了解的，他们公司从事这个行业的时间比较长。
At first , please do not be afraid of this , Let 's solve the problem together .
please describe what is the problem of the motherboard more detailed , or you could take the picture of this motherboard to indicate with red line etc .It is happened when the motherboard was being test ?
但是客户并没有详细地描述这个主板的问题出在哪里。在此期间我打过电话和写邮件给客户，电话没有人接，邮件也没有回。终于两个月后回了我一封邮件：
I dont if my boss tell you how many mainboards which we bought from you
is broken.
Clients send us back 11 (eleven) broken mainboards.
This is 55%.
In simple words we bought from you waste.
It is no good.
It will be hard to buy another parts from you.
We feel cheated.
看到这封邮件我很吃惊，我方一直以很积极的态度和客户去解决这些问题，但是客人都不表示他的态度，最后回了这封邮件以后再也没有音讯了。
I am sorry that it left sense of cheating feeling for you .But our company do not cheat any customers .We always cope with the matter with customers at positive and serious attitude, from this order ,our company also is at a loss , but we still compensate for the loss from you and your customers , and cherish every customers who cooperate with us. Our company could re-send another 11pcs motherboard to you for this model. but the shipping fee will be afforded by your company. how about your suggestions? I will be highly appreciated if you could offer your advice to us. We sincerely hope that we could do our best to get agreement between us.
这个case一直拖到年底也是悬而未决的。我们通过多种方式去联系客户，并想去补偿一下客户，但是客户一直不予回应。一方面对于客户的第一个订单出现这么多问题，我们也表示很抱歉，并想尽我们的努力去补偿一下客户。请福友们提供好的建议，能否把这个客户重新拉回来。