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Felicity Solar is committed to making clean energy accessible for every organization, family, and individual. We put customer needs first and provide high-quality service throughout the entire product lifecycle. With professional, efficient, and dedicated support, we build long-term trust and deliver reliable solutions that create lasting value for our customers.
Service Process
Pre-sales consultation
We provide consultation through multiple channels, including phone, WhatsApp, email, our official website, Alibaba International, Made-in-China.com, and social media platforms. Professional technicians are also available to answer questions at any time.
Order Follow-Up
Once an order is placed, a dedicated representative tracks progress and provides timely updates on production, delivery, and logistics. We coordinate distribution to ensure products are delivered safely and on time, while sharing order numbers and logistics details so customers can monitor shipments in real time.
After-Sales Support
When a customer reports an issue, we respond within 12 hours and provide solutions within 24 hours. We make an initial assessment, document the issue, and guide customers through quick fixes remotely (phone or online). For more complex problems, local after-sales technicians are arranged to visit the site within the specified timeframe.
Service Content
Technical support
Our professional technical team provides customers with services including battery installation, commissioning guidance, usage training, and daily maintenance support. We also share maintenance recommendations and regularly host online and offline technical sessions to introduce the latest industry trends, helping customers improve their technical expertise.
Supervision and Evaluation
We collect customer feedback through satisfaction surveys, service return visits, and other channels. Dedicated complaint channels ensure that issues are addressed promptly, while continuous evaluation allows us to improve and optimize our service quality.
Customized service
We deliver tailored energy storage solutions based on each customer’s unique requirements. From product design and production to after-sales support, our team works closely with customers to create personalized solutions that fit specific applications.
Maintenance service
Our specialized maintenance center is equipped with professional tools and expertise. For products under warranty, faulty parts are repaired or replaced free of charge. For products outside the warranty period, we provide reliable paid maintenance services at fair material and labor costs.
