Customer Support Policy

Effective Date: [Insert Date]

At PM Volt, we are committed to providing reliable customer assistance before, during, and after the purchase of our lithium battery and energy-storage products. This Customer Support Policy explains how customers can contact us, what support we provide, and how support requests are handled.

1. Scope of Customer Support

PM Volt provides support relating to our products and services, including:

• Product information and specifications

• Product selection and general application guidance

• Order-related assistance

• Delivery and dispatch information

• Installation guidance

• Basic technical troubleshooting

• Battery charging and usage guidance

• Warranty assistance

• Return and replacement assistance

• Product maintenance information

• After-sales support

• Dealer and distributor assistance, where applicable

The level of support may vary depending on the product, purchase channel, warranty status, and nature of the request.

2. Contacting PM Volt Support

Customers can contact PM Volt through the official contact channels published on our website.

Customer Support

PM Volt
Lithium Battery & Energy Solutions

Email: [Insert Support Email]
Phone: [Insert Support Number]
WhatsApp: [Insert WhatsApp Number]
Website: [Insert Website URL]
Business Hours: [Insert Business Hours]
Address: [Insert Business Address]

Customers are encouraged to use the same contact information provided on the official PM Volt website to avoid fraudulent or unauthorized communications.

3. Information Required for Support

To help us resolve an issue efficiently, customers may be asked to provide:

• Customer name

• Contact number

• Order or invoice number

• Product name/model

• Product serial number

• Date of purchase

• Description of the issue

• Photographs or videos of the product

• Battery voltage or other diagnostic information, where applicable

• Charger/inverter/controller details

• Installation and application information

• Any other information reasonably required for technical evaluation

Providing complete information may help reduce the time required to diagnose and resolve a support request.

4. Product Selection Assistance

PM Volt may provide general guidance regarding the selection of a suitable battery based on information supplied by the customer.

Customers should provide accurate information regarding:

• Intended application

• Required voltage

• Required capacity

• Daily energy requirements

• Maximum load

• Charging method

• Inverter/controller specifications

• Operating environment

• Installation requirements

Final compatibility should be confirmed before purchase.

Unless expressly agreed in writing, general product guidance does not constitute a guarantee that a battery will be suitable for every particular application.

5. Technical Support

PM Volt may provide technical assistance relating to:

• Battery operation

• Charging

• Discharging

• Battery Management System (BMS)

• Basic fault indications

• Battery connections

• General maintenance

• Product specifications

• Basic troubleshooting

Technical support may be provided through telephone, email, WhatsApp, video communication, or other available communication channels.

Some technical issues may require physical inspection by an authorized technician or service provider.

6. Remote Troubleshooting

Where appropriate, PM Volt may attempt to diagnose a problem remotely.

Customers may be requested to provide:

• Photos

• Videos

• Battery readings

• Charger readings

• Error messages

• BMS information

• Installation photographs

• Wiring information

• Other relevant technical details

Remote troubleshooting cannot always identify the exact cause of a fault. PM Volt may therefore recommend physical inspection or professional service where necessary.

7. Installation Support

PM Volt may provide general installation instructions and technical information for its products.

Unless installation has been specifically purchased from or assigned to PM Volt, the customer is responsible for ensuring that installation is carried out by a suitably qualified person.

Improper installation can cause battery damage, equipment damage, electric shock, fire, or other hazards.

Customers should always follow the product's installation instructions and applicable safety requirements.

8. Safety-Related Support

Customer safety is a priority.

If a lithium battery becomes:

• Excessively hot

• Swollen

• Physically damaged

• Leaking

• Smoking

• Emitting an unusual smell

• Showing signs of fire or thermal damage

• Otherwise visibly unsafe

the customer should stop using the battery and contact PM Volt for guidance.

Customers should not open, dismantle, puncture, modify, repair, or attempt to recover a damaged lithium battery without appropriate technical expertise and authorization.

In an emergency involving fire or immediate danger, customers should contact the appropriate local emergency services.

9. Warranty Support

PM Volt will provide support for eligible warranty claims in accordance with the applicable product warranty.

Customers may be required to provide:

• Original invoice

• Serial number

• Purchase details

• Product photographs/videos

• Installation information

• Usage details

• Charging equipment details

• Diagnostic information

Warranty claims may be subject to inspection and verification.

Support does not automatically mean that a warranty claim will be approved.

10. Service and Inspection

Certain problems may require physical inspection.

Depending on the circumstances, PM Volt may:

• Request the product to be brought to an authorized service location.

• Arrange collection where applicable.

• Recommend an authorized technician.

• Request additional diagnostic information.

• Inspect the battery and BMS.

• Test voltage, capacity, charging, and discharge performance.

Any applicable inspection, transportation, repair, or service charges will be communicated to the customer where applicable.

11. Response Times

PM Volt will make reasonable efforts to respond to customer support requests as soon as practicable.

Response time may vary depending on:

• Nature of the issue

• Technical complexity

• Availability of support personnel

• Product availability

• Requirement for physical inspection

• Warranty verification

• Third-party service requirements

• Holidays or non-business hours

Response times are estimates and should not be interpreted as guaranteed resolution times unless expressly agreed in writing.

12. Priority Support

Certain issues may receive priority handling, including:

• Safety-related concerns

• Battery damage

• Product failures affecting critical applications

• Warranty-related issues

• Commercial or fleet customers with service agreements

Priority handling does not guarantee immediate resolution or replacement.

13. Support for Commercial Customers

Commercial customers, dealers, distributors, OEMs, and institutional customers may receive additional support according to their purchase agreement, service agreement, warranty terms, or commercial contract.

Such support may include:

• Dedicated support contact

• Installation assistance

• Product training

• Technical documentation

• Bulk-order assistance

• Troubleshooting assistance

• Service coordination

The applicable commercial agreement will take precedence where its terms differ from this general Support Policy.

14. Support Exclusions

PM Volt may not be responsible for providing free support where an issue results from:

• Unauthorized modification

• Improper installation

• Incorrect wiring

• Use with incompatible equipment

• Unauthorized repair

• Physical damage

• Water or fire damage

• Improper charging

• Overcharging

• Excessive discharge

• Misuse

• Negligence

• Operation outside specified limits

• Use contrary to product instructions

• Third-party modifications

• Normal wear and tear

Additional service or technical charges may apply in such circumstances.

15. Third-Party Equipment

PM Volt may provide general guidance regarding compatibility with third-party equipment such as:

• Inverters

• Chargers

• Solar systems

• Controllers

• Motors

• UPS systems

• Electric vehicles

• Industrial equipment

However, PM Volt does not control the design, performance, software, firmware, or reliability of third-party products.

Customers may need to contact the relevant third-party manufacturer for issues specifically relating to their equipment.

16. Unauthorized Service

Customers should not allow unauthorized persons to open, modify, repair, or alter PM Volt battery products.

Unauthorized servicing or modification may:

• Create safety risks.

• Damage the battery.

• Damage the BMS.

• Affect performance.

• Void applicable warranty coverage.

Customers should contact PM Volt before undertaking significant technical work on a battery covered by warranty.

17. Support Through Dealers

Products purchased through an authorized PM Volt dealer or distributor may initially be supported through the original seller.

Where necessary, the dealer may coordinate with PM Volt for technical or warranty assistance.

Customers should retain their invoice or proof of purchase for support and warranty purposes.

18. Customer Responsibilities

Customers are expected to:

• Provide accurate information.

• Follow product instructions.

• Use compatible equipment.

• Follow battery safety guidelines.

• Maintain appropriate charging conditions.

• Keep purchase and warranty documents.

• Provide requested diagnostic information.

• Follow instructions provided by PM Volt support personnel.

• Inform PM Volt promptly about significant product issues.

Failure to provide necessary information may delay support or diagnosis.

19. Communication and Conduct

PM Volt aims to provide respectful and professional customer service.

Customers are expected to communicate respectfully with support personnel.

PM Volt reserves the right to restrict support communications where there is abusive, threatening, fraudulent, or unlawful behaviour, while continuing to provide any support required by applicable law.

20. Support Does Not Replace Professional Services

Information provided by PM Volt customer support is intended to assist customers with their products.

It should not be considered a substitute for:

• Electrical engineering services

• Professional installation

• Electrical inspection

• Fire-safety assessment

• Legal advice

• Emergency services

• Other specialized professional services

Customers should obtain qualified professional assistance where the circumstances require it.

21. Changes to This Support Policy

PM Volt reserves the right to update or modify this Customer Support Policy from time to time.

Any revised version will be published on the PM Volt website with the applicable effective date.

22. Contact Us

For customer support, technical assistance, warranty queries, or product-related questions:

PM Volt
Lithium Battery & Energy Solutions

Customer Support Commitment

PM Volt is committed to assisting customers with reliable product information, responsive communication, appropriate technical guidance, and after-sales support throughout the product lifecycle.

We appreciate your trust in PM Volt and look forward to supporting you.