I wish I could reach someone higher than technical support, but I don't have an email for it. I did cc: Consumer Reports, though. I highly doubt CR is going to pick up on it, but I hope at least it makes Bluetti Support perk up. I absolutely dread having to invest more time/energy into this. If they don't make good in a way that does not require much labor input from me and then refuse to refund, I'm going to take it to my credit card and see if I can get them to reverse the charge. There's no way that buying a new product should go like this.I would agree with returning it for a refund. It's unacceptable to use a third/forth party seller to handle a warranty issue unless it's specifically stated in their policy. You should email someone higher then customer support to see if you can achieve a better resolution.
Prices drop and units get better, so you can probably get an upgrade for your trouble with your refund. I'm just glad you're not having to depend on it at the moment.
You might consider starting a new thread detailing the situation with pictures. It would help those that won't look at this thread due to the title.
I'm sure there are many potential buyers that read, if not participate, this forum for information. At the moment it doesn't sound like they've handled your situation professionally.
There are too many decent brands competing in this space with quality products and customer service. Customer service is a huge factor in many purchases of this nature. I would also direct them to the thread in your emails.
For what it's worth, you can get rid of ozone in the air with an activated carbon filter. They remove ~60% of the ozone with each pass.What I hope will be the last update... They sent me a new unit. Unfortunately they'd changed some of the items since I bought mine so the airport cord no longer has the metal housing I liked. And the AC power brick is lighter, but also smells a bit like burnt carbon. Given the reason I had to send the original unit in was fumes (a different chemical smell, not burnt carbon), it was ironic. They sent me a refurbed brick, but it also has that smell so I guess that's just the way these things are shipping now.
So I'm testing them against one another and whichever one creates less smell (if that's even the case) will be kept and the other sent back. It's not ideal as the original AC power brick I had did not smell. The only reason I didn't object to sending the cords back was because I thought they'd actually be testing and repairing the fuming unit so the original cords would be needed to isolate the problem. It turns out they don't do repair/warranty that way.
My verdict is that you have to politely but very firmly stand up for yourself with Bluetti Support. They made a number of business mistakes along the way that just don't live up to the standard of support one should expect, let alone for something you're buying that's not a trivial purchase. Make sure you take copious photos of things before any trouble surfaces and all through any trouble that does. I felt the entire way I was being treated like someone trying to get something over on Bluetti instead of a customer who was having to spend an extraordinary amount of uncompensated time & effort trying to get a new product to work as it should.
Once I got firm, didn't just accept the low quality slap-dash refurb they foisted on me, they treated me better. Still not compensation for my trouble, but at least I got something closer to what I should have gotten than I otherwise would have.
I'm not sure how Bluetti Support stacks up next to other companies. But this is what I'm saying about my experience with Bluetti Support compared to the standard I offered when I did customer support, and the standard I expect as a customer.