1. Basic Inroduction
Product User Manual
9 10
IIIV. Customer Services
As a professional designing and manufacturing lithium batteries company, CALB is devoted to build itself “Global Golden Lithium
Battery Manufacturer” with advanced technology, reliable quality and customer-satisfaction. While we provide high-quality products
to our dear customers, we present our CALB characteristic after-sales service system as core competitiveness. Our service brand
is: "Customer satisfaction - Service never stop."
Goal: customer satisfaction, scheme satisfaction, progress satisfaction, quality satisfaction, cost performance satisfaction, and
service satisfaction.
Services: technical advice, program solution, products delivery, free training, on-site services, remote guidance, regular inspection,
regular visits, and file creation.
Service concept:
● Fast response
Free support on phone, free service Tel: 800-919-2699 (please use fixed telephone to dial).
arrange professional customer service engineers to answer customer problems they encounter every day, thereby ensuring to
provide convenient, fast, high-quality professional services.
Emergency Response (Domestic): When there is a emergency failure on equipment, telephone support still cannot resolve the
problems and recovery services, we provide an annual 365 * 24 hours of on-site emergency support. (in mainland China only)
On-site troubleshooting principles: prior to restore the normal function of the device.
● Professionalization
Professional service team：We have a professional service team, every customer service engineer are carefully selected from
production or application departments. They have a wealth of knowledge and application experience in battery, and can ensure that
the equipment can be used well and safe in time.
Professional maintenance of equipment: We have a dedicated service cart, and complete tool configuration, with functions of
self-generating, battery formation, charge and discharge maintenance, data analysis, that can complete the maintenance tasks
around the clock. (in mainland China only)
● Standardization
Standard Service Process: The company has established a thorough service system, which includes standard procedure for techni-
cal support, system maintenance, information feedback. All services are based, recorded, queryable and with assessment, so help
customers to solve problems whole-heartedly.
Service commitment
● Lifetime Service Guarantee
Once customers buy our products, you can get a life-time maintenance for the batteries from CALB. Product warranty period is
subject to contract. Service is free during the warranty period. Beyond the warranty, maintenance fee (labor costs, material costs,
etc) will be charged.
For human error (Customers do not follow the instructions of normal use and maintenance, etc. due to transportation, natural irresist-
ible incident),service is beyond the scope of free services, but Customer Service Department from CALB will promptly arrange for
engineers to provide customer service after receiving the notice.
● Service within warranty Period
1) Product Delivery
When delivering products to domestic customers, the company will send experienced customer service engineers to the site to
help customers to complete the product installation and commissioning. They will ensure that the customer's equipment can
promptly put into use according to the installation confirmation procedure.
When delivering products to foreign customers, we prepare a detailed guidance documents.
2) Service Response (Domestic)
After receiving a customer service telephone, our engineers will reach customers designated locations within the shortest possible
time. (in mainland China only)
Time requirements: For customers in China mainland, CALB will response in two hours within the city, in 24 hours within the
province, three working days or within 30 minutes to give customers a clear answer and reach to the customers within the
appointed time outside the province. For international customers, CALB will response in 24 hours.
3) Technical Support
Our company is committed to provide customers 365 days a year, 24 hours a day, comprehensive technical support and spare
parts supply.
4) Regular inspection
CALB arranges twice national routing inspection a year, including: single cell performance testing, system insulation resistance
testing, line testing. Initiative to contact customers once every quarter to know the usage situations, ensuring customers get the
full value of the product. (in mainland China only)
5) Free Training
CALB provides products maintenance and training for customers and end-customers for free, and provide training for customer
service staff to ensure that trained personnel to reach at least the following levels: master product operating principles, method
of application, emergency and routine maintenance and other common skills. CALB provides training for customer training
personnel: equipment main performance parameters, failure analysis and troubleshooting; equipment on-site operation and
maintenance; equipment installation, operation, maintenance and others.
● Service beyond warranty
Service standards beyond the warranty is the same as that in warranty period on product use, maintenance, maintenance, repair,
and other applications for customers or their end customers.
If the customers require a renewal, CALB can provide service as renewal, the relevant cost can refer to the contract. Service
standards during the warranty renewal is the same as that in warranty period, but can also be single service, the charge way is:
on-site labor costs + equipment maintenance fee(or equipment replacement costs), CALB provides the best price for customer
service.
VI. Disclaimer
All batteries delivery must be confirmed to complete the product installation process, CALB has fulfilled the warranty responsibility
for batteries complete the confirmation installation process.
CALB does not take the responsibility for losses or accident resulting from improper use, or facts identified as the following:
1) Not use reliable BMS or protective plate when doing charging or discharging test, resulting in overcharge or over-discharge for
part or the whole battery group;
2) Batteries are charged reversely due to the wrong connection, resulting in part or the whole battery group retirement in advance.
3) Not control the battery group charging effectively, resulting in part or the whole battery group over-charging.
4) Not control the battery group discharging effectively, resulting in part or the whole battery group over-discharging.
5) Improper selection of circuit cable, connectors, terminals and other electrical component, resulting fire due to line overheating and
spontaneous combustion.
6) There is no appropriate high-voltage safety protection devices in the main power circuit, resulting in the battery pack short-circuit
or car equipment damage due to the circuit aging, damage, and etc.
7) Adopt connection method that influences battery group electrical charge balance (such as leading a separate power cord from a
individual cell to supply power to low-voltage electrical power in the car) , resulting the individual cells over-discharge;
8) The cable terminals of the main power circuit are not well connected to bus bar and battery terminals, resulting in attenuation of
battery life, and even accident for loose connecting bolts and exothermic joints.
9) Infrequent check on the battery condition and maintenance, resulting in accidents for not discovering and excluding hidden danger
in time.
