I purchased an IP65 12/25 Blue Smart Charger off Amazon Commercial Services (Trading as Amazon-AU) a few months back and updated firmware to v3.65 via Victron Connect app as soon as I opened packaging.
I have now needed to charge an SLA 12V Battery from one of my vehicles, due to colour of inspection eyelet on battery indicating battery needs recharging, and Victron Connect app seems to show BSC to be faulty, as it constantly outputs voltage of +14V and 0.0A of current in various modes, and even if battery is disconnected, as if BSC is constantly outputting voltage (without current) in Power-Supply Mode, and I presume It’s simply a firmware issue.
The dilemma I’m having, though, is the fact of Victron Product Support website showing a completely different dealer than Amazon-AU for the serial number of my BSC, and Victron website will only try to resolve the issue with an entirely different company/dealer in Australia that I technically have no business dealing with, nor have I purchased anything from.
Any advice from Victron or the community would be highly appreciated, as Amazon Support are essentially useless dealing with; especially, in regard to RMA or any replacement of charger under warranty.
As far as I know Amazon doesn’t sell Victron products directly, only via marketplace.
So I’m pretty sure that the dealer shown on the Victron support page is the one who sold you the charger.
Matthias is correct, Amazon cannot directly sell Victron products because Victron does not sell to Amazon. An authorized distributor sends Victron products to Amazon to be sold on their behalf; the SN lookup provides the contact information of the original distributor, who will be responsible for first-level technical support and warranty claim processing!
I appreciate both the replies and have since been able to get BSC IP65 12/25 to charge 12V SLA Battery and output at least 15.2A in Recondition Mode.
The Victron Connect App tends to be a bit buggy with the latest firmware update for charger and settings are not always instantaneous.
I also understand your point that Amazon-AU would source products from an authorised supplier/distributor; although, Amazon-AU are technically selling and shipping the product under their own business name(s), as per the taxable invoice and product listing on their website, and not on behalf of the dealer/distributor; otherwise, Amazon-AU would list the dealer or distributor on Victron Product Support website on invoice as being the seller and Amazon-AU only shipping the product from their warehouses etc.
May I suggest that a representative from Victron Energy contact Amazon Commercial Services and/or Amazon-AU directly to notify Amazon Support that any warranty claims or RMA for Victron Energy products sold/shipped by Amazon-AU are to be directed to Victron Product Support website to be resolved with dealer linked to serial number of product, as their support is only limited on system to process returns or refunds, and will essentially make you purchase the product again at potentially higher price.
Yeahhhh that’s just Amazon being Amazon. They desperately try to keep “their” customers from contacting anyone off their own site. Check out the Victron Storefront on Amazon, however, and click the “Support” tab at the top, Victron does everything it can to make clear the support procedures on Victron components purchased on Amazon!