I ordered an ac300, b300k, & 350w solar panel in December 2024 based on a recommendation from a trusted source. Before I bought, I researched their products thoroughly, including on their own website. I've been speaking with Ivan in their solar panel division since late Jan & Feb 18th was the last time I communicated with him. The systems pictured on their webpage had panels attached on a home & a car rooftop while driving down the road & didn't mention that the panels pictured weren't theirs. Printed advertising didn't readily state that they don't make waterproof panels, not until the Customer Questions at the very the end. So.... now you can guess right? The research I did was largely based on their webpage & from talking to people who had Bluetti systems. I had the panel installed on my RV roof & it is now ruined. Even the recommender didn't know he had 3rd party panels on his past buildings. Ivan said he was trying to get some accommodation for me to replace my panel. A replacement, a discount or something & someone would email me or call me with their decision. Then......I was ghosted!!! In frustration, I reached out to the sales guy I originally ordered from this week. He played dumb & gaslit me! "I don't see any pictures on our webpage like that" & sure enough, when I pulled up their website, they have changed all of their pictures. So I'm guessing that I was not the only customer that misunderstood. I have spent $2000 & have a nonworking system b/c I can't afford to pay another $400 to $600 for another solar panel. I have spoken with several of their customer service people in the past on unrelated issues & have always been treated well until I unknowingly ruined the panel & needed real help. 3/14(day after review) Immediately was re-contacted by the sales/support rep who apologized & asked me to ship back the ruined panel so a replacement could be sent to me. Will keep you informed about this new development & hopefully, I will be made whole. Wish me luck.4/15 Further discussion with Bluetti addressed the issue of weight. When I had the 350W panel removed from my RV roof, I could not lift it more than 4" off the ground (I'm 5'3" & had no intention of using it as a portable unit when bought.) When requesting the exchange of panels be adjusted for portability to set up & store, at first they said "No, you can only exchange the exact unit." But, a day later, Anson contacted me with a compromise: change the 350W panel(33lbs) to 2 - 200W panels(17lbs each) with a payment to cover the difference in price. That was more than acceptable to me. Since then, I have received 2 - 200W panels that I can maneuver just fine. It took me nearly 4 months to get the issue resolved; & outside of a slow, initial response, they did come through in the end. Thank you Bluetti for doing the right thing & for cleaning up your webpage.
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BLUETTI is making all-in-one solutions of solar power more accessible to everyone living at home or going off grid. We're dedicated to making our world a better place by creating an exceptional green experience.
