How do the service processes for Pylontech work?
How do the service processes for Pylontech work?
What does Libra Energy require from you as a customer?
- The starting point is the RMA formOpens in a new tab. Based on the serial number or order number, locate the product for which you want to submit a warranty claim. Open the order and click on the RMA button. Always complete RMA requests as thoroughly as possible. The more information we have about an issue, 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.
- For the setup of the H3 and H3X and for troubleshooting, please refer to this documentOpens in a new tab for more information on the most common faults and product configuration.
Based on the information you provide, Libra Energy will process your warranty request. Therefore, submit as much evidence as possible of the defect you have identified. Consider the following:
- The serial number of the battery or BMS, as shown on the specification label. This is mandatory.
- Physically measured battery voltage, including photos of the full measurement and meter settings.
- Photo of the status LEDs on the BMS and/or battery module(s).
- Brand and model of the inverter connected to the system.
- In case of a datalogger: its serial number for portal access. Make sure the system is online so our specialists and Pylontech can monitor it.
Libra Energy will contact Pylontech and request them to assess the case. If they confirm that the product is defective, you will receive a replacement product from Libra Energy. In some cases, Pylontech may ask you to perform on-site actions to resolve the issue. Please note: Pylontech determines whether a product is defective and eligible for replacement. Libra Energy will always follow Pylontech’s assessment.