How do Peblar’s service processes work?
What does Libra Energy need from you as a customer to assist you as effectively as possible?
- The starting point is the RMA formOpens in a new tab. Use the serial number or order number to find the product for which you want to submit a warranty claim. Open the order and click the RMA button. Always complete RMA requests as thoroughly as possible. The more information we have about a malfunction, the better and faster we can support you as a customer. An incomplete or incorrect problem description may lead to a wrong assessment of the situation and unnecessary costs.
- Peblar error codes can be retrieved via the web interfaceOpens in a new tab.
- Always make sure the charger is online, so Peblar Support can access it remotely and assess the situation.
- Libra Energy will then contact Peblar to have the case evaluated. If Peblar concludes that the charger is indeed defective, we will arrange a replacement charger. It is also possible that Peblar asks you to take action on-site first. Peblar’s assessment and decision are leading in this process, and Libra Energy follows this advice.
- Has the charger been replaced? We would like to collect the defective charger. Make sure it is carefully packed in the box of the replacement charger. Proper packaging prevents transport damage. Let us know where and when we can collect the charger. You will receive a label from us to place on the box, so the charger is immediately recognized as a return shipment to Peblar upon arrival at our warehouse.
What can you handle directly with Peblar?
- Peblar has its own FAQ pageOpens in a new tab with extensive troubleshooting information. It includes practical tips and references to the relevant sections in the web interface, helping you quickly identify why the charger is not functioning properly.
- If you are unable to resolve the issue yourself, you can contact Peblar directly via their contact formOpens in a new tab. Please note that Peblar is not available by phone for installers and end users.