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US Warranty RMA Guidelines

11.01.2023

US Warranty RMA Guidelines

Dear Installer,

Thank you for your continued patronage of LGESVT products. You may have heard that LG Energy Solution Customer Service Team has merged with LG Energy Solution Vertech. Please make a note of our new email addresses.

Starting from July 25, 2023 we updated our processes to better align with the residential battery industry. Following our merger on October 1, 2023, LGESVT has consistently enhanced our processes. 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, LGESVT began shipping the new unit at time of RMA confirmation as of 11.01.2022. 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 [section 1].

*LGESVT's new app-based RMA platform, GECP, is available for download or web-based usage. It allows for real-time updates on RMA submittals. Please ensure that all troubleshooting guidance is followed prior to, and on, submittal, pages 2-5 RESU RMA PROCESS.

*Refunds of used equipment have been phased out, page 4 RESU RMA PROCESS [section 6.b.iii.].

*Defective batteries must be returned within 60 days of receipt of the replacement battery, page 5 UNRETURNED PRODUCT POLICY.

*Labor reimbursement is limited to 60 days of receipt of the replacement battery, page 6 LABOR REIMBURSEMENT PROCESS.

*Downtime Compensation is limited to recalled units only, page 8 RECALL OF CERTAIN GEN2 UNITS.

*"Happy Call" implementation to connect with installer and ensure a swift replacement and retrieval process is announced, page 6 CONFIRMING THE SWAP WITH LGESVT.

Additionally, our shipping processes have changed to include a return label in the pouch attached to the new battery's box. We will email shipping instructions with every RMA approval for your review.

Lastly, please note that our RMA submission process will now require a photo of the inverter serial number for our records.

LGESVT is excited to continue working with you and your homeowners to provide excellent residential energy storage options.

Thank you,

LGESVT Customer Service Team

888-375-8044

ResuCS@lgensol-vt.com

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