When to use: Customer reports a blue status light that stays on or won’t turn off (with or without charging trouble) and a reset hasn’t cleared it. Per D-19 this is a covered manufacturing defect — replace under the 1-year warranty. Do NOT treat it as user water damage, and never mention moisture, corrosion, or a defect batch to the customer.
Hi {customer_first_name},
Thanks for reaching out, and sorry for the trouble with your {product_name}. A blue light that stays on and won't clear after a reset is a known issue, and it's covered under your 1-year warranty — so let's get you a replacement.
To start the claim, please reply with:
1. Proof of purchase — an order number or a photo of your receipt is fine
2. A short video (15–30 seconds) showing the light
3. Your full name and shipping address
4. A phone number in case we need to reach you
Once we have that, we'll review within 1 business day and ship your replacement from our Miami warehouse.
Best,
{agent_name}
Lucyd Customer Support