A tip from an end user who contacted SKF regarding a defective bearing led to the success. “The customer was quite irritated about the premature failure of a bearing,” explained Jens Mehlhorn, Customer Service Represantive at SKF. “It’s entirely understandable – sudden failure often incurs high costs!”
Investigations subsequently revealed that the faulty product was a counterfeit. Inferior copies can quickly damage the original manufacturer’s reputation. As Mehlhorn noted, “What customer would think that his problems can’t be traced back to SKF, but that he is the victim of a counterfeit product?”
Further investigations in the case led the experts from SKF to a previously unknown unauthorised dealer. In a subsequent raid, police officials discovered some three tonnes of counterfeit bearings – the biggest find in Germany to date, according to Nadine Korell, Manager of Brand Protection and Distribution Development at SKF. The counterfeits were confiscated.
This recent case was not an isolated incident though: “Every week, we receive several suspicious cases for review,” explains Korell, “and we confirm an average of one case of counterfeiting each month.” Korell sees the careless behaviour of many customers – particularly online shoppers – as a possible reason for the numerous reports.
Therefore, SKF also relies on targeted communication in the struggle against counterfeits, including for example their dedicated SKF anti-counterfeiting web page and a brochure that warns against the risks of counterfeit bearings and raises customers’ awareness for the subject. In case of doubt, customers can check the authenticity of their products with the ‘SKF Authenticate’ app (available in the Apple AppStore and on Google Play) or via email.
