C19 Blanket body issues

Guidance

Regarding faults with the blanket body, there are the following scenarios:

1. If a report states that the heating pad doesn't work, and after preliminary troubleshooting (a new controller was replaced, which lights up normally, but the blanket body still does not heat), the issue can be attributed to a fault in the blanket body.

2. The customer reported that the controller lights up normally, but the blanket body does not heat.

3. If a customer reports that the blanket body is burned(customers may exaggerate the description), the following information must be requested first to accurately determine the nature of the issue:

- Product usage conditions (e.g., duration of use, environment, etc.)

- Photos or videos of the damaged area

- Whether there is an open flame, smoke, or unusual odors

-If confirmed as a "major safety incident" (e.g., open flame, severe burn), it should be classified as "High-priority Emails" and immediately escalated to relevant personnel for follow-up.

-If it is only "blanket body discoloration," it should be classified as"Discoloration of the blanket body" and handle it according to the regular process.

Causes of Blanket Body Discoloration

1. Long-term use: Prolonged use of the heating pad may cause the blanket's body to gradually discolor.

2. Improper usage: Using the heating pad while lying down may cause local overheating of the internal heating wire, thereby triggering discoloration of the carpet body.

C19 The controller powers on but pad won't heat up

【Definition】

The customer reports that the controller can light up normally, but the pad shows no heat change/fails to heat up.

【Troubleshooting/Reply Template】

For models R-HAP60, R-HAP61, R-HAP62, I-HAP03, I-HAP04, and I-HAP05:

To help us better understand and resolve the problem, could you please confirm the following details?

1. Could you please confirm if the controller lights up and displays the set temperature, but the blanket does not heat up at all?

2. Does the blanket not heat up at all, or are only certain areas not heating? Even when you set it to the highest temperature, do you still feel no change in warmth?

3. Have you recently machine-washed the heating pad?

4. Please lay the heating pad flat and touch it to see if there are any knots or tangles in the heating wires. Could you also send us clear photos of both sides of the heating pad for our reference?

Could you please unplug the power cord of the pad/blanket and wait for 20 minutes before reinserting it firmly and plugging it back into the outlet to see if this improves the situation?

For other models:

To help us better understand and resolve the problem, could you please confirm the following details?

1. Could you please confirm if the controller lights up, but the blanket does not heat up at all?

2. Does the blanket not heat up at all, or are only certain areas not heating? Even when you set it to the highest temperature, do you still feel no change in warmth?

3. Have you recently machine-washed the heating pad?

4. Please lay the heating pad flat and touch it to see if there are any knots or tangles in the heating wires. Could you also send us clear photos of both sides of the heating pad for our reference?

Could you please unplug the power cord of the pad/blanket and wait for 20 minutes before reinserting it firmly and plugging it back into the outlet to see if this improves the situation?

【Warranty Eligibility Criteria】

After confirming the issue, we can issue a new replacement for customers.

C19 Some areas don't heat up

【Tips for CS agent】

Typically, the middle part of a shawl has more heating wires, providing better sensation, while the edges or certain areas with collars have fewer heating wires, resulting in a less intense heating sensation. It's important to gently explain to the customer that this is not a quality issue.

【Troubleshooting/Reply Template】

We understand your concern and would like to explain the design of the heating pad. Typically, the middle section has more heating wires, which results in a stronger heat sensation. In contrast, the edges or areas with collars have fewer heating wires, so the heat may feel slightly weaker in these regions.

If you find that a specific area in the middle is not heating up, please send us a photo and point out the exact sections where there is no warmth.

When you set the temperature to its maximum level, can you feel the heat? For better insulation, we recommend adding a layer of clothing or a blanket for enhanced warmth.

As an additional step, please unplug the controller cable from both the heating pad and the outlet, wait for 30 minutes, then reinsert the cable into the heating pad first to ensure it is securely connected before plugging the adapter back into the outlet to see if the situation can be improved.

If the issue still persists, please lay the heating pad flat and touch it to see if there are any knots or tangles in the heating wires. Could you also send us clear photos of both sides of the heating pad for our reference?

【Warranty Eligibility Criteria】

Scenario 1: Handling of Experience-based Issues (Non-quality-related)

If it is confirmed that there is no quality issue and the problem is due to the customer's personal experience (e.g., feeling that the neck area is not warm enough) and the customer does not accept the explanation of the design principle, you may discuss with the operations team to offer the customer a partial refund and allow them to keep the product.

Scenario 2: Local Heating Abnormality

If the customer replies that only a local area in the middle is not heating, further confirm whether there is a fault with the blanket body.

Reply template

The middle area not heating up might be caused by tangled or knotted internal heating wires. To confirm, have you ever machine-washed the shawl? If so, how many times?

How do you usually use the heating pad? Do you use it while lying down or wear it as a shawl?

What is the typical duration of each use, and which temperature setting do you usually choose?

Please lay the shawl flat and send us photos of both the front and back sides for our reference.

After confirming the issue, we can send a new replacement for the customer.

C19 The heat is weaker than before

【Customer Email Template】

The remote turns on however at 150 temperature it is not as hot as it used to be.

【Tips for CS agent】

During long-term use of the heating pad, the internal heating wire will gradually undergo metal fatigue and wear due to the thermal effect generated by the continuous power supply, which may lead to a slow decline in heating efficiency. According to industry standards and product design parameters, under the working condition where the rated temperature of the heating wire is around 50℃, the normal service life is about 5000 hours. If the usage duration approaches or exceeds this threshold, a slight drop in heat is a normal phenomenon in line with physical characteristics.

【Reply Template】

We're sorry to hear that the heat of your heating pad is lower than before. Here's some info to help:

During long-term use, the internal heating wire of the heating pad will gradually undergo metal fatigue and wear due to the thermal effect of the continuous power supply. This may lead to a slow decline in heating efficiency.

According to industry standards and product design parameters, under the working condition where the rated temperature of the heating wire is around 50℃, the normal service life is about 5000 hours. If the usage duration approaches or exceeds this threshold, a slight drop in heat is a normal phenomenon in line with physical characteristics.

Could you please let us know how you usually use the heating pad? And which temperature setting do you usually prefer?

To extend the product's life, please avoid running it at the highest temperature for a long time. You can appropriately lower the setting.

【Warranty Eligibility Criteria】

Scenario 1: Order Time Less Than 6 Months

If the customer's order usage time is less than 6 months, it can mostly be classified as a matter of personal experience.

In this case, a 30% partial refund after-sales solution can be offered to the customer.

Reply template

To express our dedication to your contentment, we would like to offer a 30% partial refund for this product.

Should this solution be acceptable to you, please reply to this email confirming your acceptance of the refund. Please note that the refund will be sent back to the original payment method you used when you ordered the product. And it usually takes about 3-7 working days.

To maximize the lifespan of your heating pad, we recommend:

Avoid using the highest temperature setting for extended periods.

Limit daily usage to within 2–3 hours when possible.

Allow the pad to cool down before storing it.

Scenario 2: Order Time More Than 6 Months

If the customer's order usage time is more than 6 months, we can send a new replacement to the customer.

C19 Discoloration of the blanket body

【Customer Email Template】

To whom this may concern,

My name is Sydney Freidin and I purchased your Heating Pads Large for Back Pain & Period Cramps, 17"x33" Full Body Heating Pad. I really love this heating pad; however, last night one of the wires came out and burned a hole in the bottom of it that I only realized because the burning wire touched my skin.

【Troubleshooting/Reply Template】

I'm truly sorry for the inconvenience and concern caused by the issue with your heating pad. For your safety, please do not use the heating pad any further.

To better understand the problem and resolve it promptly, I'd greatly appreciate it if you could provide us with the following details:

When the heating pad is connected to the controller, does the controller still light up normally?
Could you describe how you were using the heating pad when the incident occurred? Which heat setting was it on?
Have you ever machine-washed the heating pad? If so, how many times?
In general, how long do you usually use the heating pad each time? Which heat setting do you prefer? Do you typically drape it over your body or use it while lying down?
Please lay the heating pad flat and send us clear photos of both the front and back.

【Tips for CS agent】

1. When the customer first reported the issue, they used terms like "burn" or "fire" but did not provide images. We first used the above template to request basic information and photos from the customer, aiming to confirm whether the blanket shows yellowing or a burning accident. If it is yellowing or discoloration of the blanket, it is generally as shown in the left image.

2. The needle-punched cotton used in the heating pad blanket is a fireproof material processed by special technology, and its fireproof performance comes from:

- Dense structure: A tight fiber layer is formed through needle-punching technology, effectively blocking oxygen and inhibiting flame spread.

- Thermal stability: Within the normal operating temperature range, the material has stable chemical properties and will not decompose or burn due to high temperature.

- Uniform heat conduction: It can make the heat evenly distributed on the surface of the blanket to avoid local overheating and combustion.

3. The heating pad is equipped with progressive safety protection mechanisms to comprehensively ensure safety from local to overall:

- PTC local temperature control system

PTC (Positive Temperature Coefficient thermistor) material has the "self-regulating" characteristic. When the temperature of a certain area of the heating pad exceeds the safety threshold (such as [45-50]°C), the PTC resistance in this area will increase exponentially with the temperature, thereby significantly reducing the current. Without external intervention, precise control of local temperature can be achieved through natural cooling, effectively preventing the "thermal runaway" phenomenon.

- NTC point intelligent monitoring system

NTC (Negative Temperature Coefficient thermistor) sensors are distributed at key points of the heating pad to monitor temperature data in real time:

- Dynamic comparison: The sensor transmits data to the control system and continuously compares it with the preset target temperature;

- Quick response: Once a local temperature abnormality is detected, the system will immediately automatically reduce the heating power or directly trigger the protection (such as power off), and the response time of the whole process is only in milliseconds, which efficiently blocks the risk of local overheating.

- Hand controller ultimate protection mechanism

As the last line of defense, the hand controller has a built-in overheat short-circuit protection module. When the first two temperature control systems fail to take effect in time and the overall temperature continues to rise to a dangerous level, the hand controller will actively trigger the controlled short-circuit program, instantly cut off the power supply, forcefully stop heating, and maximize user safety.

In summary, our heating pad uses needle-punched cotton and is equipped with three protection mechanisms, so under normal circumstances, there will be no burning or fire accidents.

If the pictures provided by the customer show severe burning or the customer has scalding conditions, it needs to be classified as a "high-priority email" and escalated to relevant personnel.

If the product shows severe yellowing under normal operating conditions, inquire whether the QE needs to arrange for the sample to be returned.

【Warranty Eligibility Criteria】

If the order time exceeds 10 months, and the product shows minor yellowing but can still function normally, after-sales service is not recommended. If the customer refuses to accept this, a partial refund can be negotiated. Guide the communication appropriately by explaining that yellowing and aging of the fabric due to long-term high-temperature use are normal phenomena.
According to the front and back images, if the blanket shows minor yellowing, has no holes, the surface heating wires are not knotted, and the product works normally, after-sales service is not recommended. If the customer does not accept this, a partial refund can be negotiated.
If the product has been machine-washed multiple times, resulting in severe wrinkles and serious yellowing on the blanket surface, and whether the product powers on or not, after-sales service can be provided normally.
If the blanket has holes or the surface heating wires are knotted, and the product does not work, after-sales service can be provided normally.