URGENT: Support closed my ticket #398123 without reply! EP500 Firmware issue

Product Discussion BLUETTI EnergyPro Series
1

Hello @BLUETTI_CARE,

I need your help urgently. I opened a support ticket regarding a critical firmware bug on my EP500 (SN: 2245010025147).

The problem:

  1. I received an automated email stating the ticket is “Solved/Closed” and asking for a survey.
  2. BUT NO ONE REPLIED. I got zero technical response, no instructions, and no firmware push.
  3. My EP500 still has a frozen “Factory Reset” button and fails to charge in UPS mode.

I have replied to the email to re-open the ticket, but it has been over 24 hours with silence.

Ticket: #398123 SN: EP5002245010025147

Please escalate this to the engineering team for a DSP/ARM firmware push. I am sitting with a defective unit and “ghost” support.

Thank you.