Power Supplies – customer reports sparked or caused damage
STEPS TO FOLLOW:
Ask- “Can I ask you to describe how you store/maintain the power supply cord?”
Pause wait for customer to tell you how they store/maintain the power supply cord.
Transcribe what the customer describes.
Say- “With power cords whether it is ours or others by twisting & wrapping the cord can/will cause damage inside the power cord to the wires. Breaking them, making them fray and potentially expose the wire causing the wire to spark. To prevent this from happening, it is best NOT to twist or wrap power cords. Can you provide us with an image of the Power Supply & Power Supply cord?”
IF YES, Say- “Perfect, please email them over to support@ledtechnologies.com “.
IF NO, Say “We really need to have images of the Power Supply & Power Supply cord and the damage that you are reporting.” Please email them to support@ledtechnologies.com”
Say- “For testing and safety, we will need to get the Power Supply & Power Supply cord back for testing. Can you please send in the Power Supply & Power Supply cord to our facility? “
IF YES, Say-“Great! Let me provide you with our address to send them to us. You will send them to LED Technologies, INC. 12821 Starkey Rd., Suite 4900 Largo, FL 33773. Attn: Quality Assurance. Thank you for sending it into for out Quality Assurance team to test. I will also be sending over a document on how to properly maintain the power supply cord. It is also recommended that when not in use to unplug the power supply from the wall outlet. When they have completed their testing of the Power Supply & Power Supply cord, we will follow up with you.”
IF NO, Say- “Okay, we can send you a Pre-Paid UPS Return label, I will need your address. Can you please provide your address & email address so that we can get that created for you? Pause wait for customer to provide you with their address. Transcribe the customer’s address. Thank you, we will get emailed over to you for you to send it in for our Quality Assurance technicians to test. I will also be sending over a document on how to properly maintain the power supply cord. It is also recommended that when not in use to unplug the power supply from the wall outlet. When they have completed their testing of the Power Supply & Power Supply cord, we will follow up with you.”
QUALITY ASSURANCE:
If there is a Power Supply and Power Supply Cord coming back to our facility that at customer has reported has sparked or caused damage – you will need to notify Jelena. She will need to know the Reported Complaint – providing images of the Power Supply & Power Supply Cord damages prior to us receiving it back.
