23 June 2021
Please note this notice is directed only to customers in Australia. We advise customers to carefully read the information and recall notice below.
Dear Valued Customer:
Thank you for choosing LG Energy Solution's batteries.
LG Energy Solution has received isolated reports from the field about overheating incidents linked to a small subset of home energy storage system battery installations. As a precautionary measure, LG Energy Solution recently announced a recall and free replacement program for certain residential energy storage system batteries (ESS Home Batteries). LG Energy Solution Australia is voluntarily recalling a limited number of residential battery products and is working with the Australian Competition & Consumer Commission (ACCC) regarding the recall. Products included within this recall are certain ESS Home Batteries manufactured between April 2017 and September 2018.
Please note that this is an expansion of an existing recall which was the subject of an earlier announcement dated 24 February 2021. That recall was referenced in a recall notice on the ACCC's productsafety.gov.au/recalls webpage which is accessible here.
LG Energy Solution has determined that there may also have been issues in the early production processes. As a result, some batteries containing cells manufactured during a specific period may overheat and catch fire when they are exposed to harsh external environments.
To determine whether your product, or the product installed by you (if you are an installer), is covered by the free replacement program, you should check your Home Battery's serial number using the guidance below and enter it into the serial number checking function below to see if your product is affected. If your serial number is part of the recall, please contact LG Energy Solution Australia using the contact details below to arrange an inspection and (if applicable) a replacement of an affected ESS Home Battery free of charge.
LG Energy Solution will also implement a remote software modification for certain online RESU10H Type-R and RESU7H Type-R units. This remote modification (which will lower the maximum state of charge (SOC) to 75% pending replacement) is designed to reduce the potential hazards of overheating and fire until the replacement occurs. Compatible ESS units must have internet connectivity to complete the software modification. No action is needed on your part; once the modification is complete, the enhanced safety function will come into effect immediately.
Further information about the battery replacement program is also provided below.
If you have any questions, please contact LG Energy Solution Australia by e-mail to email@example.com or by phone
From Australia 1300 677273
From New Zealand mobile (+61) 1300 677 273.
From New Zealand land phone 0061 1300 677 273
About LG Energy Solution
LG Energy Solution is a global leader delivering advanced lithium-ion batteries for Electric Vehicles (EV), Mobility & IT applications, and Energy Storage Systems (ESS). With 30 years of experience in advanced battery technology, it continues to grow rapidly towards the realization of sustainable life. With over 23,000 employees working within its robust global network that spans the US, Europe, Asia, and Australia, LG Energy Solution is more committed than ever to developing innovative technologies that will bring the future energy a step closer. For more information, please visit https://www.lgensol.com.
ELECTRICAL SAFETY RECALL
ESS Home Energy Storage System Batteries:
MODELS: RESU7H Type-R, RESU10, RESU10H Type-C, RESU10H Type-R, RESU10H Type-R (Secondary), RESU3.3, RESU6.5, RESU13, S/A Gen2 1P (EM048063P3S4) and S/A Gen2 2P (EM048126P3S7)
Supplied to distributors in Australia by LG Chem Ltd. (now called LG Energy Solution) between 2017 and 2018
IDENTIFICATION: The affected ESS Home Batteries are equipped with cells from all production lots manufactured between April 2017 and September 2018. Each ESS Home Battery is marked with a unique serial number. These ESS Home Batteries are installed as part of a residential energy solar system which allows owners to capture and store energy from solar panels.
To determine if your ESS Home Battery is subject to this recall, please contactLG Energy Solution Australia (formerly LG Chem Australia) using the contact details below and/or check whether your unit is subject to this recall by following the serial number checking guidance below.
DEFECT: The batteries may overheat and catch on fire.
HAZARD: If the batteries overheat, there is an increased risk of fire which may result in an injury or death and/or property damage.
ACTION REQUIRED: If you believe you have, or have installed, an affected ESS Home Battery, please immediately contact LG Energy Solution Australia's product department to arrange an inspection and (if applicable) a replacement of an affected ESS Home Battery free of charge.
LG Energy Solution is also implementing a remote software upgrade for a number of online affected RESU10H Type-R and RESU7H Type-R units to lower the maximum state of charge to 75% for the interim period prior to replacement. This software upgrade is only applicable to online units which have sufficient online connectivity to be able to receive the software upgrade.
CONTACT DETAILS: For further information, please contact LG Energy Solution Australia's product department by phone on 1300 677 273 or email at firstname.lastname@example.org.
You can check your battery's serial number by following the below guidelines and confirm its eligibility for replacement via the link below.
How to check whether your battery is eligible for a free replacement:
Step1: Check the Serial Number of your product.
The following illustration shows how the unique serial number appears on a sample ESS RESU Home Battery. Serial numbers begin with "R" and are 22 or 23 characters (a mix of letters and numbers). In the example below, the unique serial number is "R15563P3SSEG11610317001".
For RESU 7H and RESU10H (Type C, Type R and Type R (Secondary))
There are two methods to check the serial number which appears in two places.
Underneath the battery, adjacent to the cable entry. By using a smartphone, you can photograph this label. You could try selfie mode.
Please note that with this method, it may not be possible to capture the QR code, meaning you need to transcribe the serial number manually.
Behind the access cover at the bottom right of the battery. To access:
(i) Open the two latches by pressing the child-proof tab with your thumb before unlatching.
(ii) Remove the access cover by opening slightly (2-10 degrees) and lifting off. Be sure to lift the door off - it is not hinged.
(iii) You can then see the serial number label on a clear plastic cover. You can either photograph and transcribe it manually or, if your smart-phone has QR capture, direct it at the QR code to capture as text.
(iv) Reattach the cover by holding in place and re-latching.
For RESU3.3, RESU6.5, RESU13 and RESU10
It is not always possible for customers to directly determine the serial number, due to its location underneath battery cables, but you may attempt before turning to alternatives.
To determine the serial number directly:
i. Look to the Right-Hand side of the battery.
ii. You may see the serial number label partially obscured by battery cables and/or conduit. You can either photograph and transcribe it manually or, if your smart-phone has QR capture, direct it at the QR code to capture as text.
Do NOT attempt to dismantle the battery or cabling for easier access to the serial number. Instead, use an alternative option.
Alternative options are:
Check your installer-provided documentation to see if your installer included your battery serial number.
Contacting your installer to check if they recorded your battery serial number in their internal records.
Arranging a site visit for your installer or a qualified electrician to check your serial number. Please ask them to first contact LG Energy Solution Australia's product department at email@example.com or on 1300 677 273 prior to their visit so we can provide technical guidance and arrange payment for their time.
Contacting LG Energy Solution Australia's product department to arrange an inspection and (if applicable) a replacement free of charge.
Step2: Enter your RESU serial number in the page linked below to find out whether your LG Chem or LG-branded RESU product is eligible for replacement.
[Serial Number Check Link]
For further information, please contact LG Energy Solution Australia's product department by phone on 1300 677 273 or email at firstname.lastname@example.org.