They just sent me a new one right away (<10 days) and there was no need to return the charger or anything. So I still use it, just blocked the bad port. I gotta say, whenever I encounter good customer service I become loyal.
They are good with returns/replacements. My experience with their product quality has been less good though. I had a pair with earbuds from them, I think it had some firmware issue where on an Android phone, volume would go from far too soft to 'blow your eardrums out'. No other buds had this issue with the same phone. They sent me a replacement which was fine, but it could certainly have caused hearing loss.
I also had an USB-C adapter from them (one of those USB-C with power passthrough, HDMI, etc.) it was so badly shielded that no WiFi or Bluetooth connection near it would survive.
I think people generally rave about them because the among very cheap/affordable Chinese vendors they have support that actually writes back and are helpful. The quality of their products is not great though (also see all these power bank recalls). I avoid them now.
Does not mean that all western brands are great either. My wife bought a Satechi USB-C adapter with DP-Alt mode that Satechi claimed would support 4k@60Hz. There was no way to get it running on Mac or non-Mac at 4k@60Hz. So, I did more research based on the MAC address of the device and found that it just a 'recased' version of a $20 Chinese USB-C design (which was specced to only support 4k@30Hz). Not only were Satechi just selling a rebadged USB-C adapter, they didn't even take the effort to check whether the specs that they claim to support are supported (luckily I could return it within 30 days). Also see: https://overengineer.dev/blog/2021/04/25/usb-c-hub-madness/ (in which they find that an Anker adapter is probably a rebadged Ce-Link design)
They are good with returns/replacements. My experience with their product quality has been less good though. I had a pair with earbuds from them, I think it had some firmware issue where on an Android phone, volume would go from far too soft to 'blow your eardrums out'. No other buds had this issue with the same phone. They sent me a replacement which was fine, but it could certainly have caused hearing loss.
I also had an USB-C adapter from them (one of those USB-C with power passthrough, HDMI, etc.) it was so badly shielded that no WiFi or Bluetooth connection near it would survive.
I think people generally rave about them because the among very cheap/affordable Chinese vendors they have support that actually writes back and are helpful. The quality of their products is not great though (also see all these power bank recalls). I avoid them now.
Does not mean that all western brands are great either. My wife bought a Satechi USB-C adapter with DP-Alt mode that Satechi claimed would support 4k@60Hz. There was no way to get it running on Mac or non-Mac at 4k@60Hz. So, I did more research based on the MAC address of the device and found that it just a 'recased' version of a $20 Chinese USB-C design (which was specced to only support 4k@30Hz). Not only were Satechi just selling a rebadged USB-C adapter, they didn't even take the effort to check whether the specs that they claim to support are supported (luckily I could return it within 30 days). Also see: https://overengineer.dev/blog/2021/04/25/usb-c-hub-madness/ (in which they find that an Anker adapter is probably a rebadged Ce-Link design)
Edit: found my original Satechi rant, including my experiences with their support: https://news.ycombinator.com/item?id=30907221