How do BYD’s service processes work?
How do BYD’s service processes work?
Are you on site or dealing with a system that is not working properly? Libra Energy provides first-line (L1) support for BYD. If we suspect that the product is defective, we will refer you to EFT. EFT is BYD’s service partner in Europe.
It is important to register the system with EFT via the Intranet Opens in a new tabimmediately after installation. If there is ever an issue with the system, EFT can access the system straight away and you, as the installer, can create a ticket.
If the system has not yet been registered with EFT, please do this before creating a ticket.
Give info@eft-systems.deOpens in a new tab access to the inverter portal of the connected inverter.
RMAs for BYD batteries are handled through the EFT ticket portal. To submit an RMA to BYD/EFT, you need to complete the relevant checklist. The checklists also serve as troubleshooting documents, so make sure you read them carefully. The checklist itself can be found at the very bottom of the relevant document; the rest of the document contains troubleshooting information.
Add the battery log files to the ticket. First, make sure you have access to the BE Connect Plus PC software.Opens in a new tab This link will start a download of a folder containing the required files. Instructions on how to export the log files can be found in the BE Connect Plus Short Guide.Opens in a new tab
Please note: The ticket and all communication regarding the RMA will be handled directly between you and EFT. Libra Energy does not ship replacement products and does not collect defective products. BYD has chosen to have EFT handle its service and support process.