Battery failed - replaced for free - BUT ZERO phone support!
Initial purchase, delivery, and unpacking went well. Documentation covered the basics, but zero explanation of the heavily promoted "Super 4-in-1 switch", which only has two positions, neither of which are labeled. The switch itself appears identical to many other switches of this type that contain an integral LED light which indicates On or Off, but this one has no LED - also confusing. Battery charged up normally - but the first time using it (professionally installed marine application), it failed and would only deliver between 8 and 11 volts. Tried to reset it using the Wattcycle app, but app was frozen at 88% SOC. The app also has little documentation. What followed was a long series of unanswered phone calls to the U.S.-based phone number in Georgia, which NEVER gets answered by anything other than an answering machine. Instead, you leave a message and then receive email "support" from a "Customer Service agent" (not a technician) the following day (Beijing time.) Spoiler Alert: There is ZERO U.S.-based Technical Support for this product! The US. phone number is a ruse, plain and simple. After multiple requests to have a TECHNICAL support person CALL me, I finally received a call from China, only to find out I was speaking NOT to Tech Support but to another "Customer Service" agent! When I asked her to connect me to tech support, she said none of their engineers speak English, so that wasn't possible. Eventually Wattcycle emailed me instructions on how to unfreeze the app and reset the battery, and it appeared to recover. However the SOC never stabilized at 100%, and continued to wander as low as 92% for no apparent reason. Further, the Customer Support person could never adequately explain what caused the initial failure, or instill any confidence that it would not occur again. Eventually they offered to replace the battery, shipped me a new one, and provided a free return shipping label to return the original battery. It's only been two days but so far it appears to charge normally and maintain SOC while under float. The email communications during this period were all very polite, understanding, and professional. Unfortunately, they were unable to communicate cause and effect issues on a technical level - because they're not trained in technical support! Instead, they apparently translate the emails to and from the engineers, and then relay the responses. The results are predictably unhelpful and frustrating. I received instructions on how to estimate SOC, based on battery voltage (on a LiFePO4 battery!) and other such nonsense in an attempt to explain the issue. Also instructions on how to adjust timing for "BMS Sleep mode", which there is absolutely NO setting for in the app. Also failed to address how to disable "Sleep mode", which is absolutely useless and unnecessary on a boat that is continuously connected to shorepower with a properly programmed LiFePO4 charger. All of this back and forth occurs over email with a 15 Hr. time difference delay. By comparison, Epoch support answered my call on a different boat issue, and within 5 minutes I was speaking to a U.S. tech person with installer experience who could instantly understand the issue and provide specific and credible solutions. Night & day difference. This battery got great reviews from a construction and value basis, and my replacement battery may turn out to be trouble-free - way too early to tell. Regardless, I cannot recommend this product until Wattcycle commits to providing well-trained, English-speaking TELEPHONE tech support available during normal US business hours. Trying to resolve problems the way they operate now is just mind-numbingly frustrating.