Victron and dealer unresponsive on warranty claim

Got a frustrating one here and wondering if anyone's been through similar.

Picked up three Victron AGM Super Cycle 12V/100Ah batteries from an authorised UK dealer about seven months ago for my shepherd's hut setup. Full install was done by the same dealer — wiring, Victron MPPT, the lot. So everything's been under their umbrella from day one.

Two of the three batteries are now showing seriously degraded capacity. We're talking barely holding charge overnight with minimal draw. The third seems fine. Dealer did a basic check and agreed something was wrong, but that was six weeks ago and since then it's gone quiet — emails ignored, one call where they said they'd "look into it" and nothing since.

Tried going direct to Victron UK but their support page just bounces you back to the dealer.

Few questions:

• Has anyone actually had a warranty claim resolved through a Victron authorised dealer in the UK? How long did it realistically take?
• Is there a way to escalate directly with Victron that actually works, or is it always dealer-dependent?
• Given the dealer did the full install, does that strengthen or complicate the claim under UK consumer rights?

The hut's my main income earner over summer (holiday lets), so this isn't just an inconvenience — it's costing me money every week it drags on. Already looking at Fogstar as a backup option just to keep things running, but obviously I want the warranty sorted properly rather than just absorbing the cost.

Any advice on how to push this forward would be massively appreciated.

@WillWebb that sounds really frustrating, especially at seven months in when they should absolutely still be under warranty.

A few questions that might help diagnose where things stand:

• Did the dealer sell them as new stock, or were they potentially sitting in a warehouse for a while? AGM batteries can have manufacture dates that predate purchase by months.
• Have you raised this directly with Victron Energy's UK team rather than waiting on the dealer? Their support tends to be more responsive when you contact them independently.
• Do you have a Victron Connect history log showing the fault pattern? That kind of data usually speeds up warranty claims considerably.

For my narrowboat setup I always photograph batteries on arrival and log the manufacture date — wish more people knew to do that before problems arise.

What's the actual fault you're seeing? Might help narrow down whether it's a warranty issue or something else.

@WillWebb before you escalate further, have you actually logged a case directly through Victron's official support portal? Dealers can be useless gatekeepers sometimes — going manufacturer-direct often lights a fire under everyone involved.

Also worth knowing: under UK Consumer Rights Act 2015, your statutory rights sit with the seller, not Victron. Seven months in, the burden of proof that the fault existed at point of sale actually still rests with them, not you. That's a powerful position.

Document everything obsessively — voltage readings, charge cycles, temperature logs if you have them. A Victron CCGX or Cerbo would give you exportable data to prove your case; I've used mine exactly this way before.

If the dealer goes quiet, a formal Letter Before Action costs nothing and tends to produce miraculous results. Small Claims Court is your nuclear option but rarely needs deploying.

@WillWebb the dealer being unresponsive is the real red flag here. Under UK consumer law the contract is with the retailer, not Victron — so the dealer can't just pass you off to the manufacturer and wash their hands of it.

Seven months in, three batteries failing, that's not "user error" territory. That's a clear fault claim under the Consumer Rights Act 2015. Write them a formal letter (email with read receipt) stating the fault, referencing the Act, and give them 14 days to respond. Mention you'll escalate to Trading Standards if ignored.

Had a similar runaround with a Renogy MPPT a couple of years back on my boat setup. One firm letter shifted things remarkably quickly.

Keep every scrap of evidence — monitoring screenshots, correspondence, purchase receipts. You'll need it if it goes further.

@BMS_Geek is spot on — the retailer owns this, not Victron — but if they're stonewalling you, fire off a Letter Before Action via recorded post giving them 14 days to respond; that phrase alone has a magical effect on previously "unresponsive" inboxes.

Also worth noting: those Super Cycle AGMs have a 3-year warranty, so you're well within it — don't let anyone fob you off with vague "usage conditions" nonsense unless they can prove misuse with actual data.

Pull your Victron CCGX or BMV logs if you have them — solid evidence of correct charge parameters completely neutralises any warranty-dodging attempt on their part.

If they still go quiet, Trading Standards and a Section 75 claim (if you paid any portion on credit card) are your next two moves — both free.

@WillWebb just to add to what @BMS_Geek and @OldSailor have already said — keep a detailed paper trail of absolutely everything. Screenshots of emails, dates of calls, names of anyone you spoke to. If it does go to small claims, that evidence is gold.

Also worth checking whether you paid by credit card. If you spent over £100, Section 75 of the Consumer Credit Act makes your card provider jointly liable, so you could pursue them directly if the dealer continues to ignore you. That often gets things moving surprisingly quickly — nobody wants a chargeback on their record.

Seven months is well within any reasonable warranty window, so don't let them fob you off.