After-Sales - CELL PACK ENERGY

After-Sales Technical Support

1Provide an after-sales solution within 48 hours and provide initial technical analysis and handling suggestions
2Provide remote technical support, including installation guidance, BMS communication, troubleshooting, battery data analysis, and fault diagnosis
3Based on the pictures, videos, test data and usage environment provided by the customer, identify the root cause of the problem and provide a solution
4Support warranty evaluation, replacement, repair, spare parts supply and long-term technical service
5Establish dedicated after-sales records for OEM/ODM and bulk project clients, and provide continuous improvement support

1Response Time: After the customer submits an after-sales request, we will respond within 1-3 hours and arrange our sales team, after-sales engineers or technicians for initial communication
2Warranty Service: During the product warranty period, if the issue is confirmed as a product quality problem, we will provide repair, replacement, spare parts support or other reasonable solutions based on actual conditions
3Fault Analysis Service: After receiving the customer's feedback on battery issues, we will conduct fault analysis based on the information provided by the clients
4Remote After-Sales Support: We can provide remote after-sales support through email, phone, video conference, WhatsApp, online meeting and other methods
5Repair and Replacement Service: We can provide repair or replacement support based on the specific issue
6Spare Parts Support Service: We can provide related spare parts support according to customer needs to help customers complete repair, maintenance or product upgrades
7After-Sales Document Support: We can provide complete after-sales related documents to facilitate clients installation, usage, maintenance and end-user service
8OEM/ODM Project After-Sales Service: For OEM/ODM project clients, we can establish a dedicated after-sales service file and provide long-term technical support

1Battery Safety Risk Assessment: Provide battery safety risk assessment, including cell, BMS, structure, charge and discharge, and operating environment risk analysis
2BMS Safety Protection Solutions: Provide BMS safety protection solutions, including over-charge, over-discharge, over-current, short circuit, temperature protection and communication monitoring
3Thermal Runaway Risk Control: Provide thermal runaway risk control, including thermal management design, temperature monitoring, flame-retardant materials and high-temperature protection recommendations
4Transportation Safety Support: Provide transportation safety support, including UN38.3, MSDS, dangerous goods packaging and international transportation guidance
5Installation Safety Guidance: Provide installation safety guidance, including wiring, fuse, circuit breaker, mounting methods and charger matching recommendations
6Certification&Regulatory Support: Provide certification and regulatory support, including CE, UL, IEC, UN38.3, RoHS, FCC, PSE, CB and other related documents
7Quality Testing&Safety Inspection: Provide quality testing and safety inspection, including capacity testing, aging testing, BMS testing, high and low-temperature testing and 100% final inspection before shipment
8Project Risk Management for OEM/ODM and Bulk Projects: Provide project-level risk management, batch traceability and continuous safety improvement support for OEM/ODM and bulk project customer