On Oct 3rd, 2022, we received an email from our distinguished customer H, asking for help as his cold brew maker stopped working.
To put it briefly, we re-sent a new cold brew maker to H for sure.
In today's VoC, we want to share with you the possible reason and the thing we missed during user guide writing.
After receiving H's email and his videos that helped us understand the problem he met, we get our technical person Joel involved.
Joel explained the issue might be a result of 2 reasons:a) The Maker was rinsed in water and got damaged;b) The Maker was turned upside down after brewing. The water could dribble into the pump by doing so, hence damaging the Maker.
The first thing that came to our mind is: shoot, we did not mention the Maker could not be placed upside down after brewing in our user guide!
However, as H's feedback after we provided the 2 possible reasons, he did not conduct any of the above actions that might result in abnormal performance.
This left us with a yet-to-be-solved case.
Not only do we realize we should keep studying the product, but we need to uphold a more rigorous attitude when writing our user guide, offering our customers a deeper and better user experience. We are adding the note- Do Not Place the Maker Upside Down - to our user guide and will update it in our official website as soon as possible.
As H will ship the defective Maker back to us for analyzing more possible reasons, we will share the updates about this case (case code: EPVO001) very soon.
