Customer Services

We deliver dependable support across the full lifecycle of your LiFePO4 systems—pre‑sales design, installation guidance, technical troubleshooting, warranty claims, and logistics coordination.

Cloudenergy customer service and technical support team
Dedicated support for residential, commercial, and OEM energy storage projects.

Service Principles

  • Responsive: We acknowledge inquiries within 24 hours on business days.
  • Professional: Guidance from engineers experienced in LiFePO4 systems and inverter integration.
  • Transparent: Clear steps, documentation, and follow‑ups until resolution.
  • Compliant: Support aligned with ISO 9001 processes and market regulations.

What We Offer

  • Pre‑Sales Consultation: System sizing, inverter compatibility checks, and bill‑of‑materials suggestions.
  • Technical Support: Wiring guidance, BMS parameters, SoC calibration, and parallel/series best practices.
  • Warranty & RMA: Assistance with diagnosis, documentation, and replacements per policy.
  • Logistics & Warehousing: Options from our North America and Europe warehouses for faster delivery.
  • Documentation & Training: Datasheets, manuals, test reports, and onboarding for installers.
  • OEM/ODM Support: Labeling, enclosures, and communication protocols tailored to your application.

Contact & Response Times

  • Email: info@cloudnewenergy.com
  • Hours: Mon–Fri, 09:00–18:00 (UTC+8). We respond within 24 business hours.
  • Attachments welcome: Order ID, photos/videos, inverter model, error codes, and wiring diagrams help us assist faster.

Return & RMA Process

  1. Submit a ticket: Email order information, product model, and issue description.
  2. Remote diagnosis: Our team reviews data (voltage, SOC, app logs) and proposes next steps.
  3. Approval & instructions: If eligible, we provide packaging/labeling and shipping guidance.
  4. Inspection: We test returned items and confirm the resolution (repair, replacement, or refund as applicable).
  5. Follow‑up: We share a report and preventive recommendations where useful.

For policy details, see the Merchant Return & Refund Policy.

Our Culture

Cloudenergy invests in people to deliver better service. We provide regular training, encourage knowledge sharing, and run team‑building programs that strengthen collaboration and problem‑solving.

  • Training: Ongoing upskilling on battery safety, BMS, and inverter communication.
  • Performance & Feedback: Continuous improvement through reviews and coaching.
  • Open Communication: Direct channels between support, engineering, and customers.
  • Recognition: We reward initiative and measurable service improvements.

Useful Links

Need Help Now?

Send your project details and we’ll recommend a safe, efficient configuration with clear timelines and documentation.

Contact Support

Customer Service FAQ

How fast will you respond to my ticket?
We acknowledge all support emails within 24 business hours and prioritize cases affecting system uptime.
What information should I include for technical support?
Please include order ID, product model, inverter brand/model, recent readings (pack voltage, SOC), error codes, and photos/videos of wiring and the display/app.
How do I start a return or RMA?
Email info@cloudnewenergy.com with proof of purchase, issue description, and photos. We will confirm eligibility and next steps according to our policy.
Do you support installer training?
Yes. We provide datasheets, wiring guides, and model‑specific FAQs. Training sessions can be arranged for partners and OEM clients.
Can you ship replacements from local warehouses?
Where inventory permits, we ship from our North America or Europe facilities to reduce downtime.