Hello,
I’m reaching out to the forum as I have had trouble contacting Bluetti service. I have requested to send my AC50 in for repair and never received a response about where to send it. Bluetti also offered to replace my device with an AC30 then never followed up. Below is an explanation of the issue I am having. I ask if the forum can point me towards resources that can help me repair the devices. Thanks in advance for your time…
I about 5 years ago I bought an AC50 which has served me diligently for sporadic use while camping and as a back-up during power outages. More recently, I began to use the AC50 for charging an ebike. About two months ago the AC output stopped working. The device says the AC is “on” and gives me no errors. It simply is not putting out any power. I have contacted MAXOAK/Bluetti but, as I’m sure many would understand, I am now longer in the warranty period.
Realizing I’m probably incriminating myself; I admittedly allowed the device to be charged via solar while discharging via AC power to the ebike. Once I began to experience problems, I read the user manual to discover that simultaneous charging via solar and discharging may cause damage to the battery. So, the error may certainly be mine and not a flaw in design or production. However, I have disassembled the device and found that the battery is still holding almost 13v at 100% SOC. Also, there are no obvious signs of issues upon visual inspection of the interior of the device (ie burnt connections, melted connections, etc.)
I ask if anyone from the forum can help point me to resources or repair solutions for this issue. I also welcome feedback or ideas concerning additional troubleshooting that I can perform to further understand the problem.
Thanks for taking the time to read to this point, and thanks in advance for your responses.
Hi @Frijotelo
im sure that @BLUETTI_CARE can you you to resolve the issue with the customer support together.
Please wait for a response from the tagged Team.
greetings
Erik
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Hi @Frijotelo, We apologize for the delayed response due to the holiday.
We are very concerned about the issue you’re facing.
It seems you purchased the AC50S from Maxoak, correct? Since Maxoak is one of our distributors, we cannot directly handle after-sales service on their behalf, but we will do our best to urge them to complete the process as soon as possible.
Could you please DM and provide us with your order number and email address? This will help us follow up with them and ensure your issue is prioritized.
Thank you, @Selfmadestrom, for your attention and reminder on this matter.
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Sent an email as requested. I dont know if anyone reads these posts but I would not advise some one to buy a MAXOAK or Bluetti product. A new purchase is likely to experience warranty issues which are laborus to resolve, one cannot simply call Bluetti. Once the warranty expires the support becomes even less helpful. I have been trying to get Bluetti or MAXOAK to let me send in the device knowing that I will have to pay for the repair, and still havent gotten help. They also claimed they sent me a different model as a replacement device, I never got the model. I when looking up the Fedex tracking number, they shipping label says never sent.
Rant complete. Sorry. I will probably get a few replies from Bluetti and MAXOAK after this post, but then nothing will be resolved.
Hi @Frijotelo, I am sorry for the inconvenience.
MAXOAK is our authorized distributor, and we cannot replace them to provide you with direct service. However, we will do our utmost to urge them to complete the repair service as quickly as possible.
If you are dissatisfied with their service, please provide specific information so that we can use it to press MAXOAK to improve their service.
By the way, please note that if you need my assistance, please @BLUETTI_CARE, otherwise, I might not see your message and be able to help you promptly.