Hello SethRR,
I am sorry that you had a bad experience with your recently received battery from our company.
1.) Per our Warranty, your new replacement battery was already shipped out earlier this week.
2.) Our engineering team is awaiting the return of your battery in question to investigate further what may have caused this problem.
3.) Whatever our findings, I will be posting them here to this forum for everyone.
I am seeing the new pictures that you posted to this forum for the first time of a burnt BMS? These pictures were not shared with our customer service team prior. If it is in fact a leaking cell that caused your issue, you would be the first confirmed case of Will Prowse video's watched by (80,000) people after (15,000+) [NEC/Lishen Battery] Packs were sold. We will soon find out. Our team will update after we have had time to inspect your return.
As per your request for two (2) replacement batteries for your inconvenience, unfortunately that is not how our "Warranty Policy" works. If any business offered a return policy on high-value product like this - they wouldn't be able to stay in business. The best we can do is to offer a new replacement and cover all logistics costs (or) provide you with a free return label and give you a full refund. I believe that you chose to replace the battery. I hope you enjoy your new battery replacement. Have a wonderful weekend.
If I can do anything else to assist you, feel free to eMail me at: Eric@BigBattery.com
Best Reguards,
Eric Lundgren : CEO
BigBattery.com