First of all, I have to apologize for my service engineer(Mr.Boy) who did a mistake about communication and english error in sometimes.
Anyway now I meeting with him about procedure to contact you and repair cause.
I let him take a photo + scan invoice + AWB to you(cc:me) before he ship a repair product out to factory.
Second, this product I will inform customer about cost so please hold until I confirm to repair by official PO.