Battery Warehouse

Re Case ID #: [redacted] Battery Warehouse received a letter stating that a complaint was submitted on 2/28/( [redacted] )Upon reviewing the evidence given in the customer’s statement and our records, we find that the appropriate action was taken by our employee in accordance with our warranty.Battery Warehouse sold the correct type of battery to MrChristian SmithAn [redacted] brand battery, model NG-24, is suited for deep cycling situations such as a car without an alternatorThis type of deep cycle battery is designed to be drained down by an application and charged back up by the userWhen properly maintained and cared for depending upon the application an NG-can last 4-years.The stated problem is that immediately after connecting the battery to the race car the negative terminal on the battery meltedIn order for a lead terminal to melt the temperature must exceed degrees FahrenheitA terminal will only reach these temperatures in two casesOne is when power is drawn from a connection that is loose or improperly connectedA proper battery connection uses the whole surface of the battery terminal to transmit powerIf the connection is loose or connected so that only a portion of the terminal connects then resistance builds up resulting in an increase in heatThe other is when the battery is short circuitedA short circuit is when the terminals of the battery are connected together in a low resistance connectionThe simplest example is touching the terminals together with a tool or wireAnother common occurrence of this is when the positive cable’s insulation wears down exposing the metal cable and this touches the frame of the car somewhere along the circuitWhen this happens the least connected portion of the circuit (the completion of the circuit) heats up greatly resulting in meltingA melted terminal is not caused by a battery defectSince the terminal melted immediately when [redacted] connected it, there must have been a short of some kindThe battery in and of itself cannot generate the temperatures needed to melt the terminalI would also like to note that [redacted] states in his letter, “We are 100% positive the battery was not hooked up properly.”When a battery terminal melts it is always due to external causes and therefore not covered under warrantyI have investigated this issue further just to give [redacted] the benefit of the doubt, however I can find no evidence that some unknown battery defect can cause a terminal to meltEmpirical evidencealso substantiates our claimIn the entire years Battery Warehouse has been in business not one of our staff has had a terminal melt when correctly connecting a battery to a vehicleI even called our local [redacted] branch office and asked their associates if they have ever had a case where a correctly connected battery melted due to a battery defect [redacted] has been making and selling batteries for over yearsThis makes them the oldest battery manufacturer in the worldThey have never had a single case of this happening.When a terminal melts or a battery is dropped our policy is typically to sell a deeply discounted battery to the customerOur warranty states, “Free adjustment and pro rata periods DO NOT applyif the container, covers, or terminals are broken.” Evidence has been provided to justify our warranty policy and therefore our decision to not refund the amount requestedBattery Warehouse is prepared to offer a replacement battery at the cost of only dollars combined with a refund of dollars for the core charge provided [redacted] returns the batteryThis results in a charge of only dollars for a new batteryIf [redacted] had come into the store initially after the incident this is what we would have offered him.A copy of the receipt for dollars is attachedPlease note that the purchase price of the battery was $plus taxThe item listed as “Core” is charged when a battery is purchased and no old battery is traded inThe item Gfor $is a battery chargerIt is not mentioned in this account by the customer and we are not sure why [redacted] did not deduct this from his request.In conclusion, we at Battery Warehouse wish that [redacted] would have brought the battery into the store so that we could have helped him in this unfortunate situationWe take pride in our customer serviceWe like to go the extra mile for our customers and provide a better customer oriented service than the larger chainsIf our product is ever found defective we honor our warrantiesIn this situation, however, the evidence does not support [redacted] ***’s claim that the battery was defective.Sincerely,William C [redacted] Battery Warehouse ###-###-####

To whom it may concern,Upon receiving this complaint, we reached out to this customer and explained that the action our employee took was contrary to our stores policy for customer relations and informed him that we could refund his money for the batteryThe customer returned to the store on the
following Saturday (June 11th) and received his full refund for the battery.Please note that the returned battery is not defective and the customer may likely encounter more trouble with his application if the source of the discharge was not rectified or simply a one time source (i.eleaving the key on)The battery that the customer and bike repair shop claimed was defective did take a charge and held the proper amperage for its sizeIt is important to understand that a discharged battery is not a defective batteryA refund should have been provided simply based on our policy to cater to the convenience of the customer not based on any defect in the product in this case. Battery Warehouse strives to provide excellent customer service as our number one goalThe employee that the customer first dealt with has been instructed regarding our policy with these matters. Battery Warehouse apologizes for the inconvenience to the customer and we advise him to be aware that the problem may persist as the battery in question has been charged and continues to hold powerWe hope that any complaints of this nature in the future can be handled by our managers.Thanks,William C***Battery Warehouse###-###-####

Business provided copy of invoice

Re Case ID #: [redacted]Battery Warehouse received a letter stating that a complaint was submitted on 2/28/2015 ([redacted]). Upon reviewing the evidence given in the customer’s statement and our records, we find that the appropriate action was taken by our employee in...

accordance with our warranty.Battery Warehouse sold the correct type of battery to Mr. Christian Smith. An [redacted] brand battery, model NG-24, is suited for deep cycling situations such as a car without an alternator. This type of deep cycle battery is designed to be drained down by an application and charged back up by the user. When properly maintained and cared for depending upon the application an NG-24 can last 4-5 years.The stated problem is that immediately after connecting the battery to the race car the negative terminal on the battery melted. In order for a lead terminal to melt the temperature must exceed 621.5 degrees Fahrenheit. A terminal will only reach these temperatures in two cases. One is when power is drawn from a connection that is loose or improperly connected. A proper battery connection uses the whole surface of the battery terminal to transmit power. If the connection is loose or connected so that only a portion of the terminal connects then resistance builds up resulting in an increase in heat. The other is when the battery is short circuited. A short circuit is when the terminals of the battery are connected together in a low resistance connection. The simplest example is touching the terminals together with a tool or wire. Another common occurrence of this is when the positive cable’s insulation wears down exposing the metal cable and this touches the frame of the car somewhere along the circuit. When this happens the least connected portion of the circuit (the completion of the circuit) heats up greatly resulting in melting. A melted terminal is not caused by a battery defect. Since the terminal melted immediately when [redacted] connected it, there must have been a short of some kind. The battery in and of itself cannot generate the temperatures needed to melt the terminal. I would also like to note that [redacted] states in his letter, “We are 100% positive the battery was not hooked up properly.”When a battery terminal melts it is always due to external causes and therefore not covered under warranty. I have investigated this issue further just to give [redacted] the benefit of the doubt, however I can find no evidence that some unknown battery defect can cause a terminal to melt. Empirical evidencealso substantiates our claim. In the entire 35 years Battery Warehouse has been in business not one of our staff has had a terminal melt when correctly connecting a battery to a vehicle. I even called our local [redacted] branch office and asked their associates if they have ever had a case where a correctly connected battery melted due to a battery defect. [redacted] has been making and selling batteries for over 120 years. This makes them the oldest battery manufacturer in the world. They have never had a single case of this happening.When a terminal melts or a battery is dropped our policy is typically to sell a deeply discounted battery to the customer. Our warranty states, “Free adjustment and pro rata periods DO NOT apply... if the container, covers, or terminals are broken.” Evidence has been provided to justify our warranty policy and therefore our decision to not refund the amount requested. Battery Warehouse is prepared to offer a replacement battery at the cost of only 64 dollars combined with a refund of 16 dollars for the core charge provided [redacted] returns the battery. This results in a charge of only 48 dollars for a new battery. If [redacted] had come into the store initially after the incident this is what we would have offered him.A copy of the receipt for 160.04 dollars is attached. Please note that the purchase price of the battery was $104.99 plus tax. The item listed as “Core” is charged when a battery is purchased and no old battery is traded in. The item G750 for $29.99 is a battery charger. It is not mentioned in this account by the customer and we are not sure why [redacted] did not deduct this from his request.In conclusion, we at Battery Warehouse wish that [redacted] would have brought the battery into the store so that we could have helped him in this unfortunate situation. We take pride in our customer service. We like to go the extra mile for our customers and provide a better customer oriented service than the larger chains. If our product is ever found defective we honor our warranties. In this situation, however, the evidence does not support [redacted]’s claim that the battery was defective.Sincerely,William C[redacted] Battery Warehouse ###-###-####