Upgrade Program

# Official Statement regarding Pylontech Battery Warranty and Technical Diagnostics

First and foremost, we sincerely acknowledge the concerns and feedback raised by our valued customers. We understand that receiving an out-of-warranty assessment can be disappointing, particularly when a battery has experienced a significant failure. As the Official Service Center for Pylon SA, we are committed to providing transparent technical evaluations, consistent warranty decisions, and professional after-sales support. We therefore wish to clarify the following principles regarding our warranty policy and technical diagnostic process.

## 1. Warranty Period and Eligibility

The standard product warranty period is five (5) years from the original date of purchase and may be extended to seven (7) years upon successful product registration in accordance with the official registration requirements.

During the applicable warranty period, Pylon SA will repair or replace products free of charge, provided that the product meets all conditions specified in the official Warranty Terms and Conditions. Warranty eligibility is determined through technical evaluation and cannot be established solely based on the presence of a product failure.

## 2. Technical Evaluation Process

Every warranty claim is assessed individually by qualified technical personnel. The evaluation is based on multiple sources of objective evidence, including the operational records stored within the Battery Management System (BMS), physical inspection of the battery, and verification of the installation and operating conditions.

This standardized evaluation process ensures that every warranty decision is made consistently, fairly, and based on verifiable technical data.

## 3. The Role and Limitations of the Battery Management System (BMS)

Every Pylontech battery module incorporates an integrated Battery Management System (BMS), which continuously records operational telemetry and historical system events. These records provide the primary objective evidence used during technical investigations.

The BMS is designed to protect the battery by monitoring critical operating parameters, including voltage, current, temperature, and communication with compatible inverter systems. However, like any electronic protection device, the BMS is designed to operate within specified operating limits. Conditions that continuously exceed these limits, or prolonged operation outside the recommended specifications, may result in irreversible battery damage that cannot always be prevented by the BMS alone.

## 4. Clarification on Out-of-Warranty Determinations

For every battery determined to be outside warranty coverage, a detailed technical inspection report has been prepared based on the available diagnostic data.

We would also like to clarify that battery cell swelling should not automatically be interpreted as evidence of a BMS malfunction. Battery performance and safety depend on the interaction of the battery, inverter, installation quality, operating parameters, and environmental conditions. Even where a BMS is functioning correctly, prolonged exposure to conditions outside the specified operating limits may lead to irreversible degradation that falls outside the scope of the product warranty.

## 5. Commitment to Customer Support

Pylon SA remains committed to supporting our customers throughout the entire product lifecycle. In addition to providing professional technical assistance and warranty services, we continue to work closely with installers and distributors to promote correct system configuration, firmware compatibility, proper operating parameters, and best installation practices in order to maximize product performance and service life.

Should any customer believe that additional technical information relevant to a previous warranty assessment is available, we welcome its submission through our official service channels for further review.

We appreciate the continued trust of our customers and remain committed to delivering reliable products, transparent technical assessments, and professional after-sales support.

How it works:

1. Visit www.powerforum.co.za and click on the Pylontech banner on the main page.

2. The Link will take you to the official Pylontech support page scroll down to book a ticket.

3. To Register your old batteries for testing book a ticket stating you want to trade your old batteries in as advertised on Powerforum and state manufacturing date of your batteries also state the serial number of each battery.

4. Click Submit.

5. Solar Deity will contact you and take you through the rest of the process step by step.

6. Solar Deity will professionally test your batteries and provide a trade in value.

7. Use that credit when you purchase the new 16kWh Fidus (and other new Pylontech models) through our store.