新能源外贸客诉处理与售后话术

Hi {Name}, Sorry to hear — 3 units failing to boot is not acceptable and I take it seriously. Let's diagnose fast so we can restore your installer's schedule. **Right now (60 min)**: Please have your installer send me: 1. Serial numbers of the 3 units 2. Photos of the units on the wall + inverter display screen 3. Any error code showing on the app or LED indicator pattern 4. Video of power-on attempt (see LED sequence + hear any relay click) With serial numbers I can pull: - Factory QC data for each unit (voltage / IR / capacity from aging test) - Firmware version + last cloud connection log - Whether these came from the same production batch **Common causes for boot failure** (based on 3-unit pattern I've seen before): - **Shipping damage — BMS cable disconnect (60% likelihood)**: fix is opening the unit, reseating one connector, 15 min job. I'll walk your installer via WhatsApp video. - **Firmware version mismatch with inverter (25%)**: OTA update from our cloud, no visit needed. - **Actual defective unit (15%)**: need RMA replacement — from our EU warehouse, 3 days. **What I commit right now** regardless of cause: - **Free onsite service call from our EU service partner** if remote fix doesn't work — dispatched within 24 hrs - **Replacement units on standby** from Hamburg warehouse in case RMA needed — no waiting for factory - **Installer labor credit**: $150 per unit for any onsite time, paid to your installer directly (this is the pain point most manufacturers ignore) Please get the info back to me and I'll have a diagnosis within 2 hours. If needed, I can hop on Zoom with your installer live. Best, {Your Name} | Service line +49 XXX XXX XXXX (24/7 EU)

{名字} 您好， 抱歉——3 台无法启动不可接受，我认真对待。快速诊断恢复您安装商日程。 **立即（60 分钟内）**： 请您安装商发我： 1. 3 台序列号 2. 上墙照片 + 逆变器显示屏 3. App 上任何错误码或 LED 指示模式 4. 开机尝试视频（看 LED 顺序、听继电器咔嗒声） 有序列号我可调： - 每台出厂 QC 数据（老化测试电压/内阻/容量） - 固件版本 + 最后云端连接日志 - 是否同批 **启动失败常见原因**（我见过的 3 台模式）： - **运输损伤——BMS 排线松脱（60% 概率）**：解决是打开机器重插一个接头，15 分钟。我 WhatsApp 视频陪您安装商操作 - **固件与逆变器不匹配（25%）**：云端 OTA 升级，无需上门 - **实际不良（15%）**：RMA 替换，欧洲仓 3 天到 **不论原因我方承诺**： - **免费欧洲服务商上门**（远程解决不了时），24 小时内派工 - **替换机备用**（汉堡仓），如需 RMA 不等工厂 - **安装商工时补贴**：$150/台上门时间，直付安装商（这是多数厂家忽视的痛点） 信息发我 2 小时内出诊断。如需可 Zoom 现场连线您安装商。