In June 2024, Customer A from Europe purchased our best-selling KS150S20 solid WPC (Wood-Plastic Composite) decking (color: Coffee) and received the goods successfully in Nov. of the same year. In July 2025, Customer A reported that the decking on the top layer of the pallet had developed discoloration. Upon receiving this feedback, our company immediately activated the customer care mechanism, assigning Business Manager Rainy to handle the matter as the dedicated contact.
Rainy promptly engaged in multiple rounds of communication with the customer via email, phone calls, and video conferences to gain a comprehensive understanding of the cargo storage environment and usage details. Meanwhile, she collaborated with the technical department to conduct experimental comparisons and professional analyses on the retained product samples. The investigation results indicated that after the goods arrived, they had been stored in an open-air warehouse for nearly a year (with an ambient temperature ranging from -15°C to 35°C) without any covering or protection. Exposure to prolonged sunlight and rain led to natural discoloration on the surface layer.
Based on this conclusion, Rainy provided the customer with a systematic explanation of the material properties of WPC decking and offered professional storage guidelines:
The decking must be stored on a flat, level surface and elevated using supports; direct contact with the ground is strictly prohibited.
When stacking, supports should be placed approximately 8 inches (0.2 meters) from both ends of the pallet, with the spacing between the middle supports not exceeding 2 feet (0.61 meters).
The direction of the supports must be perpendicular to the arrangement direction of the decking. If the strapping becomes loose, the structure should be adjusted promptly.
For open-air storage, the decking must be fully covered with a waterproof cloth to prevent direct sunlight exposure and rain erosion.
Additionally, Rainy proactively attached an electronic copy of the Kelaidecking WPC Decking Storage and Maintenance Manual, providing the customer with clear, practical operation guidelines and key considerations.
Customer A highly appreciated our company’s proactive response, professional analysis, and detailed guidance. They clearly stated that they would adjust their storage methods in accordance with the specifications and further strengthen the long-term cooperative partnership with our company.
Kelaidecking has always prioritized customers. Leveraging its professional and efficient response mechanism as well as comprehensive technical support, the company provides high-quality products and worry-free service guarantees to customers worldwide.
