Warranty confusion re Pylontech cleared

Batteries
1

Ok guys, so my 2nd US2000 started swelling and I removed it from the bank - the other one started leaking … they lasted about 5 years. That does not make them a bad choice though, I mean don’t make value judgments on the outliers, look at all the Pylons doing a good job! Which brings me to the warranty issue - obviously a bone of contention. The 1st thing regarding the warranty thing is to have all the right documents and stick to the instructions etc… so I asked Grok3 [ala Musk&kie] to give me some info, here it is for those as confused as I at stages am:

Pylontech US Series Battery Warranty Details for South Africa

To clear up confusion about the warranty for Pylontech US Series batteries (e.g., US2000, US2000C, US3000, US3000C, US5000, US5000-B) in South Africa, here are the facts based on the official Pylontech warranty document (SA22WUSS100302). Some resellers may claim a 5-year warranty, but the official terms are longer—don’t be misled!

Battery Chemistry

  • The Pylontech US2000 series (including US2000 and US2000C) uses Lithium Iron Phosphate (LiFePO4) chemistry, known for safety and longevity, not other Lithium-Ion types (e.g., NMC or NCA).
  • Official Pylontech specs and reseller info (e.g., Solar.co.za, SegenSolar) confirm LiFePO4 for the US Series.

Standard Warranty

  • Duration: 7 years from the earlier of:
    1. The date of installation, or
    2. Six months after the manufacturing date.
  • Minimum Capacity: Guaranteed to retain at least 70% of the nominal capacity (as printed on the product label) during the warranty period.
  • Note: Some resellers may advertise a 5-year warranty, but the official Pylontech warranty for South Africa is 7 years. Always check the official terms!

Extended Warranty

  • Duration: Extends to 10 years for free by registering the product on the Pylontech website: Pylon Technologies Co. - 派能科技官网|让储能服务亿万大众.
  • Minimum Capacity: Guaranteed to retain at least 60% of the nominal capacity at the end of the 10-year period.
  • Tip: Register your battery immediately after purchase to secure the 10-year warranty and avoid reseller disputes.

Key Conditions

  • The warranty applies if the product:
    1. Is purchased from Pylontech or an authorized reseller in South Africa.
    2. Has an official Pylontech serial number.
    3. Is installed indoors in South Africa.
    4. Is installed, operated, and maintained per Pylontech’s instructions.
    5. Is used on a daily cycle basis for energy storage systems only.
  • Covers repair or replacement of defective products due to improper workmanship or defective materials. Excludes accessories/toolkits.

Claim Process

  • Notify Pylontech or the authorized reseller within 48 hours of a defect.
  • Provide:
    1. Original warranty certificate.
    2. Purchase invoice showing delivery date.
    3. System log data (to assess capacity, though not determinative).
  • Contact Pylontech directly at:
    • Email: service@pylontech.com.cn
    • Phone: +86-21-51317693 or +86-21-51317697
    • Address: No. 73, Lane 887, ZuChongzhi Road, Zhangjiang Hi-Tech Park, Pudong, Shanghai 201203, China
  • Pro Tip: Keep your warranty registration confirmation and purchase documents safe. If a reseller claims a 5-year limit, refer them to Pylontech’s official 7/10-year terms.

Beware of Reseller Misinformation

  • Some resellers may quote a 5-year warranty to reduce their liability for faults occurring between 5-7 or 7-10 years. This is not aligned with Pylontech’s official South Africa warranty.
  • Always verify warranty terms with Pylontech’s documentation or website. If a reseller insists on a shorter warranty, contact Pylontech directly to confirm your coverage.
  • Check forums like Power Forum or DIY Solar Forum for user experiences with resellers and warranty claims.

Reliable Sources

If a reseller gives you conflicting info or your warranty registration isn’t recognized, contact Pylontech with your serial number and purchase details. Document all communications for your records.<<<
pylon us batteries warranty 7 and 10 years document.pdf (464.7 KB)

3 Likes
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Thanks for the detailed info @Gabriel

One question though - where does one find “Original warranty certificate”.
I got my pylontechs new in the box from an authorized reseller and I’ve never seen this.

3

Also got an email today, that my battery is replaced with a new one.

Please be advised that your battery has been replaced with a new one. The technicians determined that the original battery was beyond repair.

4

Did you log the issue directly with Pylontech, or through your supplier?

Reason I ask is because @JacoDeJongh and I am struggling to get any feedback, on my batteries going into error mode, since January this year. :rage:

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Supplier I guess. I bought this batch from solar.co.za so I followed their rma process.

As far as I know, they then deal with their supllier on my behalf…

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6

Hi @Bobby , initially the proof of purchase should be the ‘warranty’ [7 years if new] thereafter , upon receiving/installing the battery you will have to go to their website for further registration to extend the warranty to 10 years. It’s all part of the ‘paper trail’, keep documents, emails and notes re telephone inquiries [date/person etc] in a separate folder of your pc - remember screenshots!
The reason why people get bamboozled and conned is not only because they have not the necessary evidence [proof], but also their profound lack of knowledge [Hos4:6] - hence the benefit of a forum like this, the old motto of the RSA comes to mind, EX UNITATE VIRES which has been morphed into the dead, unpractical and unpronounceable !KE E:/XARRA //KE :slight_smile:
my tuppence worth…

7

In the same boat. Jaco sent logs to Pylon 3 weeks ago and haven’t had a response from them.

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8

So now that I received a new battery from rma. Do I just register it again. What date do you use as purchase date, seeing as I technically didn’t purchase it now.

Anyone know?

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9

New battery, new number, new registration - date; the date you took physical possession … my gut feeling
:slight_smile:

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10

Finally - Received the approval to exchange all 6 my current Pylontech batteries that are faulty :partying_face:

3 Likes
11

It’s good that they seem to be honoring the warranty. Maybe all the backlash made them realize they can’t just stuff customers around.

I’m unfortunately in the same boat now. Haven’t received any alarms or abnormal behavior but with all the news around pylontech, I decided to have a quick inspection of my batteries so opened the side panel of my rack and see all 4 us3000c seem to have slight swelling towards the back. These were purchased late 2020 to mid 2021.

Is it better to contact pylon tech directly or go via the original supplier being inverter warehouse (3x) and Gc solar (1x)

12

Scary how many of the early 2020 batteries seems to be going south after only 5 years, but it is good that they are honoring their warranty.

From what I have heard (unofficially), it is better to work through Pylontech directly, as they seem to be more willing to address direct customers claims positively. However, your supplier should hopefully have a bigger business relationship and should theoretically be in a better position to battle on your behalf.

Personally, I decided to rather work through my second battery supplier, as I believed he has the experience and know how, to get the claims approved. Glad I did. :+1:

1 Like
13

Gcsolar still sells pylontech but it seems inverter warehouse doesn’t anymore but I have also heard that inverter warehouse used to get stock from Gcsolar.

I’ll chat to them and see what they say.