Case Dilemma:
Should Pramtex Ltd. lose huge amount of money to retain an important customer or let them go and focus on new project.
Problem Statement:
The high pricing and poor customer support for their previous purchase has led Kimura K.K. to call off the future deal with Pramtex Ltd. Will it be possible for the Pramtex’s representatives to persuade them otherwise?
Alternate Solutions:
Dr. Max Scorse, R&D Head of Pramtex Ltd. should talk to Dr. Gen- Ichi Nomura, Senior R&D advisor of Kimura K.K. who were former graduates of Sydney University, in a one to one meeting.
Pramtex Ltd. should provide Kimura K.K. three new Spartacus machines with modified controlling system that would be easier to use along with a higher discount. Also, providing some technicians from Pramtex who can provide on-site technical support at Taiwan.
R&D department of Kimura K.K. should be given direct medium of contact to the top level management and President of Pramtex Ltd. to eradicate all the communication barriers and make them feel privileged.
Best Solution:   
Pramtex Ltd. should provide Kimura K.K. three new Spartacus machines with modified controlling system that would be easier to use along with a higher discount. Also, should provide some technicians from Pramtex Ltd. who can provide on-site technical support at Taiwan.
Reason:
The main issues faced by  Kimura K.K. was the higher quoted price by Pramtex Ltd. for Spartacus machine in comparison with Singulus Technologies which was 20% less expensive, as pointed out  by Finance Director Mr. Eiji Hashimoto. Another issue was the complexity of Spartacus machine which was termed as the “Rolls Royce” of the turnkey DVD production system which came to light on 12th August when Spartacus machine malfunctioned and none of the in-house technicians could solve the problem. 
This is the best possible alternative according to us, as this alternative addresses both the major problems faced by Kimura K.K. by providing new Spartacus machines with modified controlling system which made it easier to operate the machine; this innovation was noted by John at Osaka factory, who updated the designers in Sydney. Along with this, some technicians should be provided at Taiwan, to provide technical support on-site.
Also, the high quoted price can be resolved by offering Kimura K.K. with a higher discount than previously offered, which would be competitive with the market competitors Singulus Technologies and Marubeni Systems.