Hi Will,
Good day. We highly value the feedback from your forum user Michael Ortmann and would like to provide a detailed account of the situation. Please review this information carefully.
On March 28, 2024, at 11:00 AM, we delivered the product to the customer. It wasn't until April 30, a month later, that the customer first contacted our customer service to report an issue with the product. Below are the specifics of the communication between the customer and our customer service team, including some image materials:
Customer Complaint Handling Process
1. Order Details
- Order Number: #LT22175
- Tracking Numbers: 272615567534, 272615570450 (Fedx:
https://www.fedex.com/fedextrack/summary?trknbr=272615567534,272615570450)
- Purchased Products:
A12V100-100-Heat-4-A100-Very Good Second-Hand Class B Batteries *2,
12V 40A DC-DC Charger *1
2. Customer Feedback
- April 29: The customer reported that out of the two batteries received, one was fine, but the other had a liquid sound inside.
- May 9: We sincerely request a video from the customer to confirm the issue.
- May 11: The customer replied that he was out of town and would provide the video later.
-May 29: The customer provided a video showing the battery being shaken, confirming the presence of liquid sounds.
3. Internal Investigation
- Considering the customer purchased second-hand batteries, we conducted an internal investigation.
- The delivery department confirmed no abnormalities at the time of shipment and provided pre-shipment photo.
- We communicated with the customer, stating we do not ship batteries with liquids and ask for him to provide the outer packaging box and shipping label. This was to verify if the battery was recently unpacked or if the packaging had been exposed to water (considering that there was a one-month gap between receiving the product and the customer's complaint.).
4. Further Communication
- May 31: The customer indicated they could provide pictures of the outer packaging box when he returned to town.
- June 4: The customer provided various images of the battery but did not include the outer packaging.
- June 5: We sincere requested images of the outer packaging again. The customer responded that he had discarded the packaging.
- July 9: In response, we explained to the customer that without evidence confirming the battery was damaged upon unboxing, it's difficult for us to proceed with warranty coverage according to company policy. The customer expressed difficulty accepting this, mentioning it's common to discard packaging after online purchases. However, our delivery department has repeatedly affirmed that we do not ship the batteries with liquid water to customers.
Conclusion
We are saddened by the occurrence of this issue. At LiTime, we have always maintained strict standards for product quality and customer service satisfaction, considering them as core pillars of our company's development.
From this incident, it is evident that there were multiple communications between the customer and our customer service team, spanning a significant period. Given the one-month gap between product delivery and customer feedback, it's challenging for us to ascertain if other events occurred during this time. Our customer service team diligently confirmed the absence of abnormalities during shipment and patiently assisted in troubleshooting the battery issue with the customer. We firmly believe there were no quality issues with liquid inside the battery at the time of shipment and encourage continued communication with our customer. We are willing to issue a refund to the customer, but we will require him to return the product to us. Upon receiving the returned product, our technical team will conduct a comprehensive inspection and troubleshooting, providing a finnal objective assessment results to both you and the customer.
The above represents our objective and detailed investigation and report on this customer's situation. While we support you advocating for the customer, we hope such advocacy is based on factual and fair grounds. Thank you.
