Yes, Michelle was very responsive while I was ordering the battery, but as soon as I had a problem the communication stopped. I got one message saying that she'd pass the problem on to her engineer, but I haven't heard anything since, even after numerous follow-ups from me. Needless to say, I'm very disappointed.
Auraslip, thanks for the tip on adjusting the pots. This had a positive effect and the green light switched to red! The first pot I adjusted was the one in the the upper left corner of the picture, near the LEDs. This pot changed the output voltage. I left it at 28.7, even though the case is marked at 29.2. Maybe I'll go back and adjust this later. I was unable to figure out the function of the other two pots but adjusting the middle one (in the picture it's the one that's vertically aligned, next to the fan leads) was what made the difference. As I adjusted it I saw the light switch from green to red and the fan kicked on. I disconnected the battery and the light switched back to green. So the charger appears to be working properly now.
I'd really like to find out what the other two pots do, but for now I'm going to keep a close eye on the charger and make sure it switches back to green when it's finished and that the battery is charged.