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I assume they want the device fully charged before you call technical support to complain the device isn't working.If one has an unregulated charger, it is quite possible that the battery gets 99% of the charge in the first hour or so, and slowly gets the rest of the charge over the next few hours. Not that I think the initial charge is that much different from using the device out in the field, throwing the battery on the charger for 10 minutes to get a partial charge, then going back to using the device.I would assume a regulated charger would be different, especially with batteries such as lithium batteries that are highly susceptible to overcharging.Assuming the charger has a charge indicator light... one should simply need to wait until the charge indicator light turns green (which could be overnight, but may in fact be in an hour or so when using a one-hour charger).
The vast majority of commercial lithium-ion cells have graphite as the negative active material, as depicted in Figure 1.Figure 1 also shows a layer on the surface of the negative denoted ‘SEI’ for Solid-Electrolyte Interface. This is actually thesignificant enabling feature of lithium-ion technology, since the graphite electrode potential is so low (so negative) that theintercalated lithium ions would be expected to react immediately with the solvent of the electrolyte. What happens, however, is that on the first charge a permanent passivation layer, the SEI, is formed, which then protects the lithium ions in the negative. The SEI is permeable to lithium ions but not to the electrolyte and its stability is an important requirement for long operating life.