Personal customer support (after a bumpy start)

As a first time buyer I was very pleased with the quick and efficient manner in which my order for a LTC3780 was handled. On receipt however I've found the 'fault LED' on and even though I've tried to turn the undervoltage potentiometer anti-clockwise it had no effect. I've contacted RoboFactory on the WhatsApp number provided and eventually (after some delay) Ashley contacted me directly and provided the solution.