After-sales problems are a topic that no commodity can escape. If there is a batch problem in the product, it will bring serious losses to both us and our customers. When dealing with after-sales problems, our philosophy is: to avoid quality problems to the greatest extent possible from the very source.
Our Product Quality Standards
Before listening to a supplier on how to guarantee after-sales problems, why not see how they control quality problems? Quality has always been our company’s No.1 priority. Our products all strictly follow these quality standards:
√ National and industrial standards GB 31485-2015 ,GB/T 31467.1-2015.,GB/T 31467.2-2015 ,GB/T 31467.3-2015,GB/T 31485-2015,GB 31486-2015,GB/T 10077-1998 ,etc.
√ Country-specific certification standards include but are not limited to UN38.3 CE CB RoHS EPREL ISO9001 ETL BIS BSMI UL-1642, etc.
√ Specifications agreed in Proforma Invoice signed between seller and buyer.
Ambient temperature & Humidity
In addition, you need to pay special attention to this: any Battery products has its specific application environment. Some problems may arise if the equipment is used beyond its intended environment. The applicable environment mainly includes ambient temperature and humidity. The optimal operating temperature for lithium batteries is generally between 10℃ and 30℃, and the humidity should not exceed 60%.
Within this temperature range, lithium batteries perform best, with high energy density, low internal resistance, high charge and discharge efficiency, and minimal impact on battery life. Additionally, excessive humidity may lead to internal short circuits, leakage, and other issues, affecting the normal operation of the battery.
To maintain the optimal operating state of lithium batteries, it is also important to consider the following points:
Avoid using or storing lithium batteries for extended periods in high or low temperature environments, as this may lead to performance degradation or damage to the battery.
When using lithium batteries, ensure they remain dry and clean, and prevent moisture and dust from entering the battery interior.
For lithium batteries that need to be stored for extended periods, regular charging and maintenance should be performed to ensure they are in their optimal state. If your environment goes beyond that, you need to tailor your product to your specific environment to avoid problems.
How We Guarantee The Quality Standards
We are ISO9000 approved. Meanwhile, our company is operated under the ERP system and strictly follows the below procedures to guarantee quality:
√ IQC (Incoming Quality Control)
We have applied a strict process in choosing subcontractors. Meanwhile, all materials from them are well checked and accepted before going into the warehouse; any faulty ones will be rejected.
√ IPQC (In-process Quality Control) & Online Tests
Including high voltage, low voltage, current, power, insulation, resistance, leakage, cooling tests, etc. Each unit is tested for at least 6 hours to make sure there is no problem.
√ FQC (Final Quality Control)
2% of each order will be tested in the laboratory. If no problem then goes into the warehouse.
√ OQC (Outgoing Quality Control)
Before shipment, a random test of 1~2 units of each order.
INSPECTION RATE
COMPLAINT RATE
PRODUCT LIFETIME
Besides,our workers take professional training programs per month, as our company emphasizes this a lot and put a lot of money into it to safeguard both of our business.
Our Warranty Term
We apply 1 years warranty for the battery packs. Meanwhile, we will provide 1% FREE spare parts together with your order in case of maintenance, and are committed to providing parts throughout the whole product lifetime.
Note: Our product quotations only include this after-sales clause by default, and do not include other costs like transportation or local maintenance.
Classification of Quality Problems
According to the nature and severity of the problem, we divide quality problems into the following 3 levels:
Class A: Safety defects (These encompass internal short circuits, open circuits, broken battery electrodes, and electrolyte leaks. These defects can cause the battery to malfunction or even trigger safety hazards.)
Class B: Performance Defects（These include cracks, dents, deformations, and scratches on the battery casing. Such defects can potentially affect the performance and safety of the battery..)
Class C: Appearance defects (which define any defect causing some end users’ complaints like dirty, uncleaned foaming, little fray or scratch, small shrinking marks on the plastic parts or painting metals, bulging or dent for minor important areas, the gap in stitching, rusting, etc.)
Quality Complaint Resolution Process
1. In order to help both of us identify and solve the problems, please provide us such information including and not limited to:
√ Description of the quality problem
√ Product serial No.
√ Photos
√ Videos
√ Repair report and invoice from 3rd party
√ Ambient temperature and humidity in which the product is used
Note: Please cooperate with us to provide sufficient information before we can proceed to the next step of the claim process.
2. After collecting the information, we will analyze and confirm what caused the problem.
There will be the following 2 situations.
Situation A: If it is caused by the shipping process, it is not a quality problem. We will cooperate with you to file a claim with the insurance company. At the same time, we will do our best to support you in repairing the machine.
Situation B: If it is the quality of the product itself. We will give solutions on how to avoid the same problem in the future orders, and make claims according to the following principles:
√ If any units break down and are unrepairable (for example, battery module of the battery pack), we will take full responsibility and refund a brand new unit for FREE to our clients.
√ Under the same batch of orders, when class A and B defects exceed 5% and exceed 5 units, we shall send spare parts at our own expense or compensate the customer (the compensation cannot exceed 5% of the product value).
√ In addition to the above two situations, we can provide free spare parts to customers for maintenance. But we are not responsible for spare parts shipping and local repair costs.
Note: We do not have an aftersales repair team outside of China. We can provide accessories, but you need to find a local repair company yourself.
