Update August 16, 2019: 

Thank you for your support of RESU and for sharing your feedback on our North America business operations. We are please to reach out today to share some updates to our RESU RMA Process, Customer Service improvements and Sales Support. These changes will make your RESU business run a lot smoother and will minimize customer wait times.

Operations:     Please read full LG Chem letter here.

[Summarized]

1. More Resources & More Locations:  2 new Authorized Service Centers (ASCs) for faster repairs, additional Customer Service Specialist added to the team

2. One-Way RMA:  option to get a replacement unit ahead of your RMA diagnosis

3. Simplified Returns:  ASC will coordinate shipping, not your distributor

4. Warranty Claims:  truck roll reimbursements ($250) in addition to shipping reimbursements

Sales:

Sales training is available to your sales team.  Training will show you how to sell LG, how to sell RESU and how to pitch against competition.  If you would like to schedule Sales Training for your team, please reach out to Linh Tran (ltran@lgchem.com  /  415.715.4673).  For volume RESU Installers, please reach out to discuss marketing support.

The RESU Marketing Team appreciates the opportunity to grow the industry alongside you.  Now is the time to scale and we are ready.  Please let us know how we can help grow your RESU business.  

Update August 5, 2019: 

I am currently on a business trip to S. Korea.  I will be unable to host the weekly RESU training webinar on Thursday August 8, 2019.  I apologize for any inconveniences.  If you have multiple team members who need sales & installation training please contact me directly; we can arrange a private webinar in lieu of this week's cancellation.   

Update: April 8, 2019

Dear RESU Installers:

There is a new SGIP addendum for the SolarEdge/RESU solution in the California SGIP application.  It can be found here. Please use this going forward for your SGIP reservations.  Thank you for your ongoing support of RESU.

Update August 16, 2019:

Dear RESU Installers:

Two updates -

(1) RESU training webinar will not be held next week, 1/24.  Here is a webinar recording if you need it. 

(2) We published a RESU Product Book for working with RESU.  It can be found here or you can access this and all RESU related materials, by clicking the image of the RESU below.

Update: December 5, 2018

Dear RESU Installers:

The RESU10H battery has underwent a design change to improve the installation process. Please contact Linh Tran for any questions. (ltran@lgchem.com, 415-715-4673) or call our customer service team at 1-888-375-8044.

Update: December 5, 2018

Dear RESU Installers:

We have an updated RESU10H Troubleshooting Guide which can be located here.

Update: November 5, 2018

Dear RESU Installers:

If you have experienced field issues with RESU, particularly in recent months, please take a moment to complete this survey.  We are looking for your feedback on recent technical issues and experiences.  (https://www.surveymonkey.com/r/Installer_VOC_2H2018)

Update: September 16, 2018

Dear RESU Installers,

As planned, we have secured a  robust production allotment in Q1 for RESU10H batteries. Due to our shortage, we are expecting installers to have a backlog of delayed customer installs.  If you want to work through your backlog as soon as possible, Q1 is when it can happen.

Please let your distributor know how many you need and when. Your distributor needs your delivery schedule to make sure enough is ordered and delivered at the right time. (We need to know how many to make and when)

We are doing out best to pick up where we left off with your RESU installations.  Please feel free to share your feedback to Linh Tran, ltran@lgchem.com.

Update: August 24, 2018

Dear Partner,

A formal letter is available for you to share to homeowners who are impacted by the RESU shortage.  To receive this letter please email, ltran@lgchem.com.  

Update: August 6, 2018

Dear Partner,

If you are handling upset customers because the RESU shortage, please know that a formal letter is being drafted for our Installation Partners. It will be posted here and will be emailed among our network. This letter will explain that the delay is solely LG Chem's responsibility.  Alternatively, if a letter will not suffice for your customer, please consider a phone call.  If this can be arranged, please reach out directly.  Linh Tran  415-715-4673, ltran@lgchem.com

Dear Partner,

As many of you are aware, we are experiencing a shortage of the RESU10H home battery.  We understand that this shortage is negatively impacting your business.  We extend our sincerest apologies - our truest intentions are to support your business growth.  We value your business and we are on our way to returning to normal business operations.  When we regain our footing, we hope we can return as your preferred battery supplier.