Product not working as expected

1. Opening Statement

We’re sorry to hear that your product is not working as expected.
We will do our best to assist you in resolving the issue as quickly as possible.

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2. Information Collection

To help us diagnose the problem efficiently, please provide the following details:

• Case Description: Brief description of the issue
• System Topology: Overview of your system (e.g., inverter, battery, PV, grid connection)
• Serial Number (SN): Device serial number
• Error Message / Code: If any error is displayed
• Wiring Connection: Photos or videos of the installation
• Firmware Status: Whether the firmware has been upgraded
• Troubleshooting Done: Steps you have already tried

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3. Guidance

Once we receive the above information, our technical team will analyze the issue and provide you with appropriate troubleshooting steps or solutions.

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4. Follow-Up

If further investigation is required, we may escalate your case to a specialized team to ensure proper resolution.

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5. Closing

Thank you for your cooperation and understanding.
We are committed to supporting you until the issue is resolved.