Lighting after-sales requests: information that helps resolve a problem

Identify the affected order

Provide the order reference, model, quantity affected and any batch identifiers. Include the supplied battery and charging accessories. Similar-looking models or different configurations can require different checks.

Describe what happens

Explain the symptom, when it started and the conditions in which it appears. A short video of normal operation may be useful if it can be recorded safely. State what has already been tried according to the instructions; avoid dismantling or improvised electrical testing.

Separate evidence from assumptions

Report observations such as an indicator not lighting or a switch not changing modes. Avoid assigning a technical cause without evidence. Keep photographs of packaging and shipping damage when relevant, and preserve affected products as instructed.

Agree the next step

Ask for an assessment, the information still needed and an expected response point. Any replacement, repair or credit depends on the agreed order and support terms. Track the case to closure and use recurring findings to improve instructions, packaging or future specifications.

Related guide

Lighting RFQ checklist: the information that makes quotes comparable

Send a complete inquiry

Include the application, destination, model or reference, quantity and packaging requirements.