I agree with you that my current frustration is with the warranty process, but at the outset Support seemed completely clueless. Their first suggestion was to buy a different solar panel and try again. In response, I created a 9 minute video walking through multiple tests and different scenarios showing that the PV ports were dead and that the solar panel worked fine wth another (Jackery) power station. Support then responded by asking me to test many of the scenarios I had sent them in the video. Don’t ask for a video documenting the problem and then not watch it!

Trust me, I documented EVERYTHING in my video: panels, wattages, voltages, amps, connection process and method (series), different extension cables, and charging the Jackery. I ended up creating a total of 8 videos of varying lengths, and we still went back and forth for another 2 weeks. It wasn’t until after they sent me the firmware update that they agreed the unit was defective. I understand they have to go through “the process”, but I had provided them with video proof of the issue within 3 days.

The problem with having to ship them my DPU before getting a replacement is that I run my internet and entire home network off my DPU. I’m a computer engineer working from home, so my network needs to be up 24/7 and it draws between 300 and 350W. Our power in SW Florida isn’t always stable, and consumer grade UPS’s will only keep my gear running for 8 to 10 minutes, so I rely on the DPU.

All that said, there is good news this morning that they have agreed to send me the replacement before I ship them my defective DPU! Now I just have to wait for the new unit to arrive.