After a very bad experience on a stall in the white rose centre Leeds with the area manager who was covering at the time, I spoke with Hannah at the customer service team who went above and beyond to help me. I bought a new battery pack on the 11/02/19 and didn’t go to use it until the 16/02/19 as I was waiting for my old one to completely break, when I went to use the new one, I found the seals broken, no covering on the battery itself and went I went to use it, it was coming up with the notification of been low charge after charging it for 1 hour. I then took it into the stall to get help only to be told that this was my fault and I have screwed it on too tight causing the battery cell and rubber lining to drop and split, I was shocked that I have been told it was customer damage and I would have had to by a new one by the area manager (I have been using VIP for the past 2 years so I know how to screw a top onto a battery) I then proceeded to ring customer service as I am in customer service myself and was met by a lady called Hannah, she was very understanding a very helpful and is sending me a brand new one out for me. the area manager needs training on customer service and to not place blame on a customer for faulty products and Hannah needs a promotion! Thank you Hannah you are the only reason I have given 3stars, otherwise it would have a 0 if possible