News & Events

US Warranty RMA Guidelines 20230725

07.23.2023

Dear Installer,

Thank you for your continued patronage of LGES products. Beginning July 25, 2023 we are amending our processes as we continue to align with the residential battery industry. We would like to bring these changes to your attention in our most recent version of the US Warranty RMA Guidelines, attached.

As you may already be aware, LGES began shipping the new unit at time of RMA confirmation as of 11.01.2023. Since product is readily available, additional measures are being implemented to encourage timely RMA turn-around and return of the defective units:

*Issues that exist longer than 90 days prior to RMA submission may be denied for replacement, page 3 RESU RMA PROCESS.

*LGES's new app-based RMA platform, GECP, is available for download and allows for real-time updates on RMA submittals. Please ensure that all troubleshooting guidance is followed prior to, and on, submittal, pages 3-5 RESU RMA PROCESS.

*Refunds of used equipment have been phased out, page 4 RESU RMA PROCESS.

*Defective batteries must be returned within 30 days of receipt of the replacement battery, page 5 UNRETURNED PRODUCT POLICY.

*Labor reimbursement is limited to 30 days of receipt of the replacement battery, page 6 LABOR REIMBURSEMENT PROCESS.

*Downtime Compensation for RMA units is no longer being offered, page 7 RECALL OF CERTAIN GEN2 UNITS.

*"Happy Call" implementation to connect with installer and ensure a swift replacement and retrieval process, page 7 CONFIRMING THE SWAP WITH LGES.

LGES is excited to continue working with you and your homeowners to provide excellent residential energy storage options.
Please download the full RMA guidelines file by clicking below link.

Thank you,

LGES Customer Service Team

888-375-8044

US Warranty RMA Guidelines 20230725

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