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Frequently Asked Questions Regarding LG Energy Solution’s Battery Recall and Replacement Program

07.27.2021

Frequently Asked Questions Regarding LG Energy Solution's

Battery Recall and Replacement Program

Q1: Why is LG Energy Solution replacing my battery?

In cooperation with the global product safety authorities responsible for product recalls, LG Energy Solution (LG ES) recently announced a voluntary recall and free replacement program for certain residential energy storage system batteries. The recalled home batteries can overheat, posing a risk of fire and emission of harmful smoke. LG ES is undertaking this voluntary action as part of its commitment to product safety and to providing the highest quality and service to its customers.

Q2: Should customers turn off the batteries? What should customers do until the batteries are replaced?

No action is required by customers whose batteries are connected online, because LG ES has remotely deployed modifications to impacted batteries to reduce the risk of overheating. Customers whose batteries are offline should call LG ES or their distributor/installer for further instructions.

Out of an abundance of caution, if a customer plans to leave home for an extended period of time, such as a vacation, LG ES recommends turning off the system to avoid leaving the home battery in a fully charged condition.

Q3: Will LG ES replace affected units with new batteries?

Yes, LG ES will replace the affected batteries with newly manufactured batteries that incorporate state-of-the-art safety features that were designed to prevent overheating that might lead to fires and/or emission of harmful smoke.

Q4: Please explain the replacement process.

The program will begin in October 2021. LG ES will contact the original installers for the batteries to arrange for that installer to perform the replacement service work. If for any reason the original installer is not able to perform the work, LG ES will make alternative arrangements.

LG ES has already started contacting the owners of the batteries with instructions, but battery owners, installers and distributors who would like additional information should call LG ES' recall help line listed at the end of the FAQ.

LG ES will work to arrange a replacement schedule that is convenient for you. However, please understand that despite the company's best efforts, there may be some delays, due to factors that are outside our control, such as the severe global shortage of semiconductors and other components of residential energy storage systems.

As stated above, if you own an "offline" battery, please contact LG ES as soon as possible to provide the company with your specific location and battery information to start the process as soon as possible.

Q5: Will LG ES extend the existing Warranty period for the product as part of its replacement program?

Yes, all replaced remotely modified batteries will come with a new ten (10) year warranty period, starting from the date of installation.

Call your distributor/installer for further details.

< Call center information : EU >

1. Phone number : +49 (0)6196 5719 699

2. Email address : service@lgresu.eu

3. Website : https://www.lgessbattery.com/eu

< Call center information : US >

1. For Recall and Software Update questions : +1 888-737-8104, LGESS_recall@lgensol-vt.com

2. For RMA questions : +1 888-375-8044, LGESS_CS@lgensol-vt.com

3. For Labor Reimbursement : LGESS_invoices@lgensol-vt.com

4. Website : www.lgessbattery.com/us