We are sorry that our service did not meet your requirements. We will continue to work hard to serve every customer and bring them high-quality products. Our order with this buyer is EXW terms, and our factory handed the goods to the buyer's freight forwarder. 1: Because the buyer did not know how to use our products, he cut off the 12V/24V power cord. After learning about this situation, we are willing to send a new power cord for free. 2: We immediately arranged a professional salesperson to instruct the buyer on how to use it, but unfortunately, the buyer was rude and insulted our staff during the communication with us. However, our salesperson was still sincere and proactive in solving the problem. 3: After confirmation by our engineers, it was because the product was hit and dropped, which caused the abnormal sound of the product. Since it was the buyer's freight forwarder, it was determined that it was caused by the damage during transportation.