As a reliable supplier, not only we want to supply high quality products, but also good service, this the goals of our company. After receiving this mail, we arranged a meeting to discuss this problem immediately, here are the reason this situation happened:
1. The screws were a little small
2. During sea shipping, there was some crush in the container, even though we have tied the racks strongly
3. In order to fixate the racks, we used bear steel rope to connect the rubber pads.
After discussing with our technician, here is the solution we offered to our customer：
1. Rubber pads with thicker steel plate
2. Larger head screw
Once the customer confirmed the solution we provided, we arranged the replacement rubber pads and new screws for customer to test: