Hi everyone, 

I have 4x Pylontech US3000s (old ones).  Noticed that one of my batteries charging wasn't in sync with others. Long story short, ended up that two batteries had an issue. Segen ran tests and sent report to Pylontech HQ. Feeback, batteries abused and were over charged and not covered by any warranty. Surely BMS should managed that? What a waste of money and clearly makes me question whether I should replace the two batteries if their after sales support is seemingly poor!!! Also reaching out to vendor who sold me the batteries in first place but doubt that would make any difference. Any advise?

Cheers,

Jay (Johannesburg)

Edited September 6, 20241 yr by Jeroen

2 hours ago, Jeroen said:

Hi everyone, 

I have 4x Pylontech US3000s (old ones).  Noticed that one of my batteries charging wasn't in sync with others. Long story short, ended up that two batteries had an issue. Segen ran tests and sent report to Pylontech HQ. Feeback, batteries abused and were over charged and not covered by any warranty. Surely BMS should managed that? What a waste of money and clearly makes me question whether I shouls replaced the two batteries if their after sales support is seemingly poor!!! Also reaching out to vendor who sold me the batteries in first place but dou t that would make any difference. Any advise?

Cheers,

Jay (Johannesburg)

A lot of similar reports if you search the site. A number of the same outcomes as you experienced. 

On 2024/09/06 at 11:53 AM, Jeroen said:

Hi everyone, 

I have 4x Pylontech US3000s (old ones).  Noticed that one of my batteries charging wasn't in sync with others. Long story short, ended up that two batteries had an issue. Segen ran tests and sent report to Pylontech HQ. Feeback, batteries abused and were over charged and not covered by any warranty. Surely BMS should managed that? What a waste of money and clearly makes me question whether I should replace the two batteries if their after sales support is seemingly poor!!! Also reaching out to vendor who sold me the batteries in first place but doubt that would make any difference. Any advise?

Cheers,

Jay (Johannesburg)

Give more details of your set up, brands, photos etc and post the log files from the batteries, then we can help..

Often it is the way the system is installed that is the problem.

This is what I got from Segen. Didn't see any other report that was sent to Pylontech HQ. 

Old setup: changed 1 week ago. 2x Kodak 5kw inverters with 4x US3000 (old). Kodak has Pylontech setting with communication cable. Have now changed to 16kw Sunsynk inverter and wanted to corect battery setup, which is why I sent it off for testing.

Technical Report Assessment of Pylontech US3000A.docx

Firstly that's not a report that I would accept. It says nothing at all about your battery other than it was swollen. Their is no data from your actual battery shown. It says possible faults including faulty bms - that is in the battery and therefor their responsibility. You need the actual data from the battery. You should also get the data from your good batteries using BatteryView to show what voltages etc were being reached.

Edited September 9, 20241 yr by Tinbum

Now sitting down at a computer and reading the report properly it's awful- I wouldn't even call it a report.

It looks like a standard reply, they probably have one on file for every model type they sell.

Their is no data at all not even a serial number of the battery tested. That is more like a statement of possible faults that a battery may suffer, one of which would be reason to replace the battery.

 

I'd go back and request the battery back to get your own data from it.

I'm not saying that they may not be right in refusing the warranty claim but what they have shown gives no case whatsoever as to their reasons.

 

Hi. Yes, I didn't see the reports downloaded from the batteries. The report they sent me was because I wanted to send something to my insurance. Doubtful that they would cover anything, they'd argue wear and tear if not covered by a warranty. I did try and reach out to Segen given their Root Causes assessment which clearly doesn't rule out BMS issue (to your point above). Also reached out to vendor I bought them from, who says they have also had some issues with other clients and not getting satisfactory response.

Did ask Segen to send me the report that was initially sent to Pylontech HQ. 

I had a similar issue ,but as i had registered for the extended warranty with pylontech i filled in the form on their website as the battery was only 5 years old and at 96% SOH

The  US2000 plus  battery was sitting at 65% charge with no errors and refused to charge or discharge

Pylontech replied to me

Hi，

 

This battery should have uneven battery cells. I need to check the battery data.

I have sent you the battery view and usage instructions. Please download the event and history records (txt) of the battery and send them to me.

 

https://www.dropbox.com/scl/fo/6zez2tnoosqhf1c3gxrqr/AAh0jcsGAbhyufXtRgdjBbo?rlkey=bxq3dosqhk2pp3b9u5b0rwpan&st=08d3vlid&dl=0

 

 

If you are unable to download the data, you can contact our South African service provider for assistance.

 

https://zfrmz.com/kqzUAXyexObULY2WZoEF

 

So thats what i did i  sent the txt files as requested and this is their reply

 

On Tue, 10 Sept 2024 at 10:29, service-pylontech.com.cn <[email protected]> wrote:

Hi，

 

PPTBH02209503032

The battery cells of this battery are unbalanced and need to be replaced within the warranty period.

Please provide your shipping address and contact phone number, and I will contact the distributor to replace the battery.

 

Even though i had bought the batteries from Segen Solar I thought it better to go directly to Pylontech myself than through them and it seems to have paid off

I will keep you updated with the progress

Also note that their repair company in JHB is

Solar Deity Pty Ltd

79, 5th street

Wynberg

Sandton

Technical support : 072 637 7779

Repair Dept:  072 636 7737

 

Hope this helps some of you

2 hours ago, paul99 said:

I had a similar issue ,but as i had registered for the extended warranty with pylontech i filled in the form on their website as the battery was only 5 years old and at 96% SOH

The  US2000 plus  battery was sitting at 65% charge with no errors and refused to charge or discharge

Pylontech replied to me

Hi，

 

This battery should have uneven battery cells. I need to check the battery data.

I have sent you the battery view and usage instructions. Please download the event and history records (txt) of the battery and send them to me.

 

https://www.dropbox.com/scl/fo/6zez2tnoosqhf1c3gxrqr/AAh0jcsGAbhyufXtRgdjBbo?rlkey=bxq3dosqhk2pp3b9u5b0rwpan&st=08d3vlid&dl=0

 

 

If you are unable to download the data, you can contact our South African service provider for assistance.

 

https://zfrmz.com/kqzUAXyexObULY2WZoEF

 

So thats what i did i  sent the txt files as requested and this is their reply

 

On Tue, 10 Sept 2024 at 10:29, service-pylontech.com.cn <[email protected]> wrote:

Hi，

 

PPTBH02209503032

The battery cells of this battery are unbalanced and need to be replaced within the warranty period.

Please provide your shipping address and contact phone number, and I will contact the distributor to replace the battery.

 

Even though i had bought the batteries from Segen Solar I thought it better to go directly to Pylontech myself than through them and it seems to have paid off

I will keep you updated with the progress

Also note that their repair company in JHB is

Solar Deity Pty Ltd

79, 5th street

Wynberg

Sandton

Technical support : 072 637 7779

Repair Dept:  072 636 7737

 

Hope this helps some of you

Same story for me. I had a faulty unit and there was no solution until I contacted Pylontech directly.

Then, the vendor suddenly reacted and I got a replacement without a single question.

Thank you for the above feedback!!

I was asked whether Segen should go ahead and dispose of the batteries and I said "No". Should definitely get them back and possibly take them to Solar Deity.

2 hours ago, Jeroen said:

Thank you for the above feedback!!

I was asked whether Segen should go ahead and dispose of the batteries and I said "No". Should definitely get them back and possibly take them to Solar Deity.

I used to use Segen in the UK but never again. They messed an order of mine up and didn't send it and then refused to give me my discount because they said they sent it out next day when they eventually did send it.

Just an update on my initial post. Segen reassessed and ended up getting the go ahead to replace my old Pylontech US3000s with 2x new US3000Cs. Now just waiting for Sunsynk inverter installer to come back. Li BMS setting not picking-up SOC, extra.

1 hour ago, Jeroen said:

Just an update on my initial post. Segen reassessed and ended up getting the go ahead to replace my old Pylontech US3000s with 2x new US3000Cs. Now just waiting for Sunsynk inverter installer to come back. Li BMS setting not picking-up SOC, extra.

That's good news, just shows how you have to be persistent and show knowledge in the matter.

Thank you for this information. I am having the similar issue with a UP5000 faulty BMS - warranty voided- in with segen. The battery is only 1.5years old 

Edited September 25, 20241 yr by WinstonG