EB3A shuts itself at 18%, recalibration doesn't work

@BLUETTI_CARE
Subj. EB3A actually is used in calibration-like cycle: charged to 100% using AC with no load, then completely discharged using DC until shutting itself off.
This EB3A barely has full 20 cycles. Firmware is updated to the latest version.

Hi @Serge, We really want to help you, but your firmware is already up to date.

At this point, we can only recommend contacting customer service to arrange for a repair. If you’re unsure how to contact customer service, please send us your order number and the platform you ordered from, and I’ll help you find the corresponding customer service email.

@BLUETTI_CARE
I bought my EB3A from Yabco online store in Ukraine in February 2023. At that time they provided a 1 year warranty from the seller.

Hi @Serge, We couldn’t find any record of a Yabco distributor.
We’re concerned that it might not be one of our authorized dealers. Could you confirm this with the seller?

Are you currently able to contact the seller and request repair services from them?

If not, this would be considered an out-of-system order, and unfortunately, we wouldn’t be able to provide free warranty services. However, we can assist you in arranging a paid repair.

Hi @BLUETTI_CARE

  1. I can’t find a list of “authorized platforms” (Bluetti warranty wording) for a specific country on the official Bluetti website. Could you please provide me with a link?
  2. Do I understand correctly that prior to selling to me, my EB3A was knowingly sold by a Bluetti wholesaler to an unauthorized dealer? As I understand it, just as selling a Bluetti power station to a second owner does not void the warranty, my EB3A in the previous step was clearly sold by an “authorized platform” even if it was a direct contract with the factory?

Hi @Serge, We do not have a list of authorized platforms. If you would like to learn more about our warranty policy, please refer to the following link for the European warranty terms.

We do not regard that our wholesalers intentionally sold your EB3A to unauthorized resellers. Once an authorized reseller sells a device, our company handles the repair process, so shortening the warranty period does not benefit them. However, we are concerned that the units they sold may not have been obtained through legal channels, which could mean the seller cannot provide legitimate purchase invoices to arrange warranty service.

We recommend contacting the original seller first. If they refuse to cooperate with repairs, please reach out to our European customer service team for further assistance.