Do we arrange the flight to Hanoi or HCMC? I will check our technician's availability and let you know soon.
In the mean time, can you send us one piece of damage pad for inspection? This kind of damage mostly occur because of only 2 reasons
1) The cooling pad is exposed to oxidizing chemical (such as chlorine) which is normally comes with disinfectant. Can you check if the customer put any disinfectant in the water or use some cleaning chemical?
2) The water is extremely alkaline. Mostly happen because the customer keeps recirculating the water without bleed-off so the water concentration keeps building up and harm the cooling pad.
From the photo alone, I suspect it to be case 1 as there is uneven trace on the cooling pad. Some part of cooling pad is bleached out in pale white which is consistent to the exposure to oxidizing agent contained in disinfectant.
From our experience with use of your product, normally celpads can be used within 5-7 years with no problem. Moreover, our client has used your celpads for another broiler farm 04 years ago & product qualitys seem still good.
With above information, we would like to suggest your careful check & if possible, please arrange your visit to our farm in Vietnam for actual check to know what is causing this matter and of course – your suggestion for urgent warranty to our client.