Report · Product quality
Product quality
This report covers the long-horizon question of whether EK's products are reliable and whether we honour warranty obligations when they fail. The metrics on this page are trailing indicators — they only become meaningful once enough post-transition data has accumulated to separate real signal from noise inherited from the EKWB period. We publish the publication criteria below so the rules are visible before any figure is. The metrics listed on this page are directional indicators of where we intend to take our disclosure, not definitive plans or commitments.
Quality of service — how we behave when customers reach out — is reported separately as Customer service → and is live with weekly metrics.
Publication criteria
Data window. A single month of warranty claims data cannot distinguish a real quality signal from a warranty-processing backlog carried over from the EKWB period. Twelve months of clean post-transition records are the minimum before any rate figure is interpretable as a trend.
System readiness. The returns and warranty management system is being migrated to a schema that supports consistent product-category tagging. Until that migration is complete, claim-rate calculations would require manual reclassification that introduces error and cannot be verified end-to-end.
What we will not do. We will not publish a "warranty claims resolved" counter before the underlying data is structured enough to make the denominator (units sold) verifiable. A numerator without a denominator is not a rate — it is a number that can be made to look like almost anything.
Metric
Warranty claim rate
Claims per thousand units sold, broken down by product category (AIO, custom loop, accessories). Twelve consecutive months of post-transition claims data are required before the rate is meaningful as a trend rather than noise.
Metric
RMA resolution time
Median days from RMA approval to resolution (replacement shipped or refund issued). Distinct from CS resolution time, which measures ticket closure — an RMA case may close in CS while the physical replacement is still in transit.
Metric
Return and defect rate
Returns as a percentage of units shipped, with defect-related returns separated from preference returns. Requires consistent SKU-level tagging in the returns management system, which is being standardised alongside the data collection.