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11. Servicing
11.1 Assemblies that are external to the cell-pack enclosure can be
replaced by customers in the event of damage. Parts and instructions
can be obtained from PAG Ltd. or from an authorised PAG Service
Centre (listed at the end of this section).
11.2 Customers should not attempt to open the battery case for repair or
any other purpose. Unauthorised servicing invalidates the battery
guarantee and its air safety status (IATA).
If a fault develops, please contact your nearest PAG Service Centre to
receive a fault diagnosis, which can be carried out over the phone,
via a video call or via email.
Batteries that require further analysis must be returned to your
nearest PAG Service Centre. Li-Ion batteries are classified as
dangerous goods and cannot be returned without prior contact.
Please provide the serial numbers of the batteries you are returning
for servicing in advance.
For an initial period, a Mini PAGlink battery may need to be returned
to the UK Service Department for repair. After investigation, it will be
classified as either: a warranty repair (WR), a chargeable repair (CR),
or beyond economic repair (BER). This will be communicated to the
customer in a service report, along with an estimate of the cost of
repair, before any work is undertaken.
It is PAG's policy to repair its batteries, in keeping with 'the right to
repair', unless it is uneconomic for the customer to do so. Circum-
stances that make a battery beyond economic repair include physical
damage to the cells or a combination of low battery capacity and a
damaged case. In these circumstances the cost of the repair would be
better put towards a new battery.
If the battery is BER and you would like it returned, you must
communicate this to the PAG Service Centre. If possible, batteries
should be marked with a sticker that says "to be returned to the
customer" before they are sent for servicing.
If the battery is BER and there is no indication that it should be
returned, PAG will ask the customer when it submits the servicing
report.
If PAG does not receive instruction from the customer after 6 months
from the date of the report, the battery will be sent for recycling.
Please be aware that PAG is only able to return batteries that are
legally safe for shipping. Batteries that have damaged cases as a
result of being dropped, water-damaged batteries and batteries that
have damaged cells cannot be returned.
Authorised PAG Service Centres:
The Americas:
PAG America (a division of the Carr Distribution Group)
18 Center Street, Ramsey, NJ 07446, USA
Tel: +1 631 300 8215
Email: sales@pagamerica.com
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