Damaged or Defective Product
Please always collect photo/video evidence before escalating. We need evidence for issue reports, factory feedback, and discussions with our fulfillment team. Customer statements alone are not sufficient.
Review the order and confirm how many units/products were purchased
Ask the customer to test all units
If multiple units are claimed defective, request evidence showing the different units (not the same unit recorded multiple times)
Identify the exact issue and how many units are affected
Damaged box but working product → offer discounts if appropriate
Defective product → check whether the customer is willing to accept a replacement
Some customers may prefer a refund instead
Order contains 3 PurePod units
2 working, 1 defective
Video evidence provided
Issue: unit does not power on
Ok with a replacement (or asks for a refund)
Customer reports brown-colored water, brown residue, sediment, or a film appearing in the bowl during use. Customers may assume the product is defective, contaminated, or releasing material into the water.
Reassure the customer that this is a known and expected phenomenon described in the product instructions (Paragraph 6).
Explain that the discoloration may occur when the device interacts with naturally occurring minerals, sediment, or other impurities present in the water.
Clarify that this does not indicate a product defect and reflects the device functioning as intended.
Recommend rinsing the device and replacing the water before continued use.
Customer reports that the device makes a loud, unusual, or "terrible" noise during operation and believes the unit may be defective.
Inform the customer that the device may produce unusual noise when operating in a low-power state.
Ask the customer to charge the device for at least 10 minutes and then check whether the noise is still present, as temporary noise may occur in low power mode.
If the noise continues after charging, collect updated video evidence and escalate for further review.
Customer reports that the device only flashes a red light and the green light does not appear while charging.
Inform the customer that the device normally requires 6–8 hours to fully charge.
Ask the customer to allow the device to charge for the full recommended charging period before further troubleshooting.
Request that the customer test the device again after charging and confirm whether the issue persists.
If the device still does not function properly after a full 6–8 hour charge, gather additional details and escalate for further review.