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.

2

Hi @Alek, we have looked into this matter. Your original email was sent to the wrong support mailbox—the US customer service team. They tried to forward it to the European team, but an issue occurred during forwarding, so the European team never received it.
We have arranged for the email to be resent and will prioritize your case.
The new ticket number is #618321.
To push the new firmware, we need your current firmware version. Please check the new email we sent and reply promptly. We will resolve your issue as soon as possible.