My Faulty EB3A Kept By Bluetti

Product Discussion
1

Hi, I purchased an EB3A on the 11th of August to compliment my AC180 (from the Official Bluetti Store here through a major online shopping platform. I was having overheating issues which I reported on the 28th of August. I wasn’t able to return the unit immediately as I needed to maintain backup power for my WiFi to get me through. On the 13th of September I reported that the unit was shutting itself off (running a 10 watt WiFi router while plugged in) and I was able to send the unit back on the 16th of October after I got a temporary backup system. Tracking confirmed the unit was delivered on the 17th of October.

After communicating with the staff, they went back on their promise that I could return the EB3A and receive a voucher to go towards buying a different model (I wanted to upgrade to avoid the problems with the EB3A). I since told them if they can only offer a repair or replacement then to go ahead with it.

They stopped communicating with me on the 7th of November and have not replied to any of my five messages since (It’s now the 20th of November). I’m rather concerned that they have no intention of either replying to me or resolving the issue with my faulty EB3A - which they have. So I’ve bought the unit, returned it - and they aren’t sending anything back to me.

Is there customer service on these forums that can help me, or does anyone know how else I can get this addressed? As it stands, I bought an EB3A which turned out to be faulty and is now being kept by the Bluetti Official Store. (and yes, I have a receipt, records of the chat logs, the return shipping receipt and tracking number).

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2

Hello,

Thank you for providing the detailed information. We apologize for the situation you are experiencing. May I ask which platform you contacted for the repair service? We will do our best to assist you in resolving this issue.

Looking forward to your reply!

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3

Thank you so much, the platform is Lazada (Philippines), the Official Bluetti Store.

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4

Hello, I have already contacted their customer service for you. Please wait patiently.

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5

Thanks for getting in touch with them. They sent a message last Friday saying that the person was sick and they would reply on Monday. But now the entire week has passed and they haven’t replied.

Can you please help, they’ve had my EB3A for a month and a half now.

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6

Hello,
I have contacted the customer service team for you again. They work from Monday to Friday, so they will respond to you next Monday. Thank you for your patience.

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7

Hi again, I’m afraid I still haven’t had any update. After your last message I received an email (2nd December);

Hi,

Can you provide us the details of your issue?

To which I replied (3rd December) with all of the details, the fault, serial number, tracking number etc. And then I never heard back (again).

I’m just at an absolute loss as to what’s going on… No update from their customer service here for a month, and they will have had my faulty EB3A for two months this Friday…

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8

Please help me. Please.

I mean it, please, is there someone that can intervene and resolve this.

It’s another two weeks… coming two and a half months that they’ve had my faulty unit, and still nothing…

After messaging on the shopping platform asking again for a repair, replacement or refund (if they won’t allow me to pay more to upgrade to a more advanced model), I got a response saying they are out of stock of EB3A’s (11th December). They then said they could send a refurbished unit if available (17th of December) to which I said yes that’s fine, because I just want this over with. And now it’s another week later (the 24th of December) and… nothing…

Honestly, seriously, this is becoming traumatic. It will be two and a half months on Friday…

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9

Just an update for anyone that’s been following. I haven’t heard anything at all from Bluetti for more than a month now. It’s now over three months since I returned my faulty unit and… nothing.

This is really just one last callout for someone from Bluetti to step in as my only remaining options are to take it to court or the consumer ombudsman - and I really don’t want the headache, but I’m absolutely not okay with being left out of pocket for the unit I purchased, and them keeping it.

10

Sometimes it helps to ping the Bluetti staff here on the forum. I’ll do that now for you:

@BLUETTI_CARE @BLUETTI

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11

If applicable to you, file a chargeback with your credit card company/bank. Don’t let them hold your money hostage if you don’t have to.

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12

Thanks so much, I really appreciate it. Fingers crossed, yeah, after all of this time I’m really just hoping someone there can just get it sorted.

13

Hello,

Please send me your contact email for the customer via private message, and I will have them reach out to you immediately.

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That would be great, thank you @BLUETTI

I can’t find anywhere to send you a private message here on the forum pages, could you please point my in the right direction?

15

Hi @Dip , tap on the three dots and then on the flag that appears.

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Or you tap on the User-Icon in his post and go directly to Message:
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Thanks so much, I got a message from Bluetti that I was able to reply to with my email address so hopefully I’ll hear from them soon and get it all sorted.

@SigiKa I don’t have either of those options, I suspect it’s because I’m a new member on the forums and don’t have the ability to flag posts or send PM’s. I don’t have a message button show up on user profiles, or the flag button available on posts.

But yeah, they sent me a message, I let them know my email address - so hopefully I’m nearing the end of my warranty nightmare.