About the Handling of Complaints
All our products have done 2 hours aging testing before packing, we guarantee all our products are qualified. But still sometimes we may not be able to guarantee every single product works well in the terminal customers. There are so many reasons. Below is how we deal with defective products complain.
First: When we receive client’s complain, try to find out more details, like details of installation environment , defective product photos, the label information; And that would be great if to have video. The most important is to try to get defective goods back, and study it, and find out what is the problem.
Second: Organize all information received, and find out which batch this product is from, issue a client’s complain doc. and then transfer all information to our quality department. Our quality department will study the information and give initial feedback what problem it is.
Third: According to feedback of quality department, we need to verify some information, like: whether the wire connection is correct or not, whether the voltage is AC120V or DC12V. etc. If the client’s don’t know how to connect the wires, our engineer can provide direct instruction to our client how to install the products. If the wire connection is correct and installation environment is no problem. We will pay for the cost and request our client to ship some defective product back for testing.
Forth: After testing, and find out the problem. If the problem is the product itself. We will take our responsibility and make compensation to our clients.
