I wanted to let my professional peers know the disappointment I am having with LG ESS. The inability of LG to communicate warranty replacement timeline has resulted in legal action against me the installer. Maybe my alert here might save some of you similar angst.
As much as I'd like to push back on the lawsuit from the customer, the potential damages outweigh the costs of providing the customer the full cost back of the SMA SBS and LG setup. It's all a math problem weighing expected outcomes. The main portion of my communication just now to LG: "I desire to process this battery for financial reimbursement under the warranty now as legal actions have been initiated against my company for failure to repair this defective battery. So, to minimize damages to my company, I will remove this entire system, reimburse the customer all money paid from him to me. I want to express my disappointment for not getting timely information on this system, despite repeated attempts by me to get a path forward from LG. I expect not to receive any LG ESS pushback on getting financial reimbursement for this battery under the warranty terms. As an aside, we still have not received a dime of reimbursement for the defective batteries we removed and returned to LG as my company's sole expense, but that is another discussion for follow up later. I understand that supply issues have delayed materiel delivery. But the inability to provide updates when sought by me multiple times so I could keep a customer informed have been neglected by LG ESS. Now my company will suffer the financial as well as reputational damage. This is hugely disappointing, especially since my company has installed so many LG Resu 10 and now the Prime 16. I will remove this "Wilson" battery this week from the home. I will package it for delivery back to SMA and will supply any distributor "proof of purchase" documentation. If there is further paper work you need for me to provide let me know. I cannot and will not provide any further on-site troubleshooting because of the legal situation."
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