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 data on products sold by LM TEK has accumulated to establish a reliable trend. 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. LM TEK is not involved in the resolution of warranty claims for products not sold by LM TEK. Some time will be required before EK products sold by LM TEK can be statistically evaluated.
System readiness. The returns and warranty management system is being set up to a schema that supports consistent product-category tagging.
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 claims data on products sold by LM TEK 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.