1. Background introduction:
Recently, a Filipino customer reported that the wall-mounted battery (51.2V200Ah) he bought in 2024 stopped discharging abnormally when the SOC dropped to about 40%. In response, the customer immediately contacted us for technical support. This case fully demonstrated the timely response ability of our Philippine battery after-sales system.
2. Case handling process
The first stage: efficient response and professional coordination
After receiving the problem, our Philippine battery after-sales team quickly launched the standard process, first calming the customer’s emotions and promising to solve it with all its strength. Following that, the team efficiently guided the customer to provide proof of purchase, detailed fault description and relevant evidence, and immediately set up an exclusive communication team to directly connect with the customer and our senior engineers.
The second stage: accurate diagnosis, localized repair
Subsequently, the engineer team conducted a remote preliminary diagnosis and guided the customer to complete the basic inspection. According to data analysis, the voltage of the No. 9 battery cell is abnormal (3.053V, significantly lower than the 3.280V of other units), and it was judged that special charging treatment is required. In view of the customer’s lack of professional tools, we immediately launched the local support plan and arranged for the battery to be sent to the battery after-sales service center in Manila, Philippines. During the process of performing charging calibration, the central technician further diagnosed the failure of the battery switch and quickly completed the replacement.
Stage 3: Seamless docking and customer recognition
After the replacement of the parts, the Philippine Battery After-sales Service Center performed a complete sequence of performance and safety tests to ensure that the battery returned to a stable state. Meanwhile, the logistics team coordinated the packaging and return process synchronously. Ultimately, after receiving the repaired battery and verifying that its function has fully returned to normal, the customer expressed satisfaction with the SOC display and discharge stability, and highly praised our professional Philippine battery after-sales service.
3. Core values
This case fully verifies the strategic value of the localized Philippine battery after-sales network. Specifically, through the direct intervention of the local service center, we have greatly compressed the international turnover cycle of 1-2 months under the traditional model to 1-2 weeks. As a result, this not only greatly improves the service efficiency, but more importantly, through reliable local support, it strengthens the confidence and trust of overseas customers in our brand, thereby laying a solid foundation for the continuous expansion of the business.
