A Story of Responsibility and Professionalism Behind a Shipping Incident: How INBRIGHT Safeguarded a Client’s Grand Opening Plan

During a lighting project for a high-end commercial complex in Central Asia, the client selected the INBRIGHT brand through a rigorous screening process and purchased lighting products worth approximately $50,000. These products were intended for the main entrance lobby, shop corridors, and atrium areas of the project. To align with the client’s grand opening schedule, we completed production on time and shipped the goods via sea freight.

However, during transit, due to mishandling by the freight forwarder, some containers were impacted during loading and unloading, resulting in damage. Upon arrival and inspection at the site, it was found that about 5% of the luminaires had structural damage or loose LEDs. If handled through conventional processes, this would have likely delayed the project’s opening, causing significant losses for the client.

Faced with this urgent situation, we immediately decided to activate our air freight replenishment channel. Although the cost of air shipping was much higher than sea freight, we understood the urgency of the client’s project. INBRIGHT quickly initiated emergency production, completed the necessary replacements within 48 hours, and arranged air shipment. The entire process was overseen by a dedicated client coordinator. Ultimately, all replacement luminaires arrived and were installed within 72 hours before the client’s opening.

The project opened as scheduled, and the lighting effect on site was stunning, earning unanimous praise from the client and their visitors. Subsequently, we retained comprehensive records and visual evidence of the damage, and formally claimed compensation from the freight forwarder, ultimately recovering all losses.

In later feedback, the client stated:

“INBRIGHT’s products are excellent, but what truly inspires confidence is your professional approach of ‘solving the problem first, then addressing responsibility’.”

This client has since signed a long-term cooperation agreement with us.

🌟 We always believe: True professionalism is not only about products, but also about stepping up for our clients and solving problems at critical moments.