Analysis and Resolution of Pressure Sensor Customer Complaints
Customer Complaint Introduction
In September 2023, we received a complaint from a customer in the United States. The customer had purchased approximately 400 pressure sensors, model HPT300-S2, and they reported issues with water leakage from the sensor cables in 8 sensors from different batches. This was the first time we had received such a quality-related complaint.
Customer Complaint Handling
Upon receiving the complaint, we immediately initiated an investigation & root cause analysis and conducted a detailed analysis of the faulty products.
Among the 8 products, 5 exhibited normal appearances with no abnormalities detected. The remaining 3 products had normal appearances with slight surface stains, the housings were undamaged, and sealing tapes were used on some sensor joints.
Root Cause Analysis
Through electrical testing, it was found that the 5 products had normal test results with no issues. However, the other 3 products failed to identify an ID, and when zero and full-scale input was applied, the output remained at 0mA. After disassembly, we found significant rust and water ingress inside the 3 products. After removing the circuit board and opening the epoxy board, it was found that the core body’s center had been pierced, causing a circular hole.
Based on the analysis of the responsible departments, we concluded that these 5 products experienced excessive pressure on the core body, leading to it being punctured. Instantaneous high-pressure pulses punctured the core body diaphragm.
We’ve learned that the end user operates in the water treatment sector. The issue with inaccurate sensor data occurred because of their poor water-proof performance of PLC connectors, leading to water ingress when connecting our sensors for testing.
In response to this issue, we has issued a comprehensive 8D report and recommended the following corrective measures to the customer:
1.Before purchasing sensors, customers should advise detailed information about the operating conditions, including environmental disturbances, high instantaneous pressure, and frequency. Additionally, for a wide range, it is advised to purchase products with corresponding ranges.
2.In situations with unstable water pressure, it is recommended to take appropriate measures promptly, such as using pressure reducing valves to control water pressure.
3.Utilize connectors and accessories with higher IP rating(e.g., IP68).
Correct product selection, use & maintenance are crucial for ensuring normal operation and extending the product’s lifespan.
In cases of pressure sensor malfunction, it is recommended to first perform proper troubleshooting and maintenance (sensor, related accessories, connection systems…) to ensure the accuracy and reliability, improve efficiency & safety, and reduce maintenance costs.
You can contact us for more information on sensor usage and maintenance guidelines.