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‭Annexure 1‬

‭1.‬ ‭Complaint handling Process of batteries‬

‭1.1‬ ‭Documentation required for processing the warranty:‬

‭ .‬ ‭Copy of the Purchase bill.‬

A
‭B.‬ ‭Original warranty card with complete details filled up namely customer Name, Address and contact number, with the‬
‭date of purchase indicated on the card.‬

‭1.2.‬‭E-rickshaw batteries must be fully charged by the customer prior to Inspection.‬

‭1.3.‬‭SSP personnel will undertake a Visual inspection of the batteries under complaint.‬

‭2.‬ ‭Warranty acceptance criteria:‬

‭2.1.‬‭Fujiyama Power System Pvt Ltd warrants its product against any manufacturing defects only,arising during the‬
‭warranty period.‬

‭2.2.‬‭This‬‭warranty‬‭is‬‭limited‬‭to‬‭all‬‭defects‬‭arising‬‭from‬‭the‬‭use‬‭of‬‭faulty‬‭material‬‭or‬‭poor‬‭workmanship‬‭affecting‬‭its‬‭normal‬
‭use and is in conformity with the respective specifications. Consequential liabilities will not be entertained.‬

‭2.3.‬‭In case of deep discharge, Low back-up complaints it is mandatory to check the system’s operating environment in‬
‭complete detail as follows for Batteries.‬

‭A.‬ ‭System (Motor / Inverter):‬

‭a.‬ ‭Peak load current‬

‭b.‬ ‭Full Load current‬

‭c.‬ ‭No Load currents‬

‭d.‬ ‭Cut-off Voltage at Controller Point‬

‭e.‬ ‭End Current at Cut-off voltage‬

‭B.‬ ‭Charger: charger output needs to be checked in terms of the Charging Current and TOC (Top of charge voltage).‬

‭C.‬ ‭Only for E-Rickshaw: Vehicle Checks:‬

‭a.‬ ‭Running Kms.‬

‭b.‬ ‭Odometer Condition‬

‭c.‬ ‭Load carried (Number of passengers carried)‬

‭d.‬ ‭Extra Lighting used by customers‬

‭e.‬ ‭Is‬ ‭the‬ ‭Controller‬ ‭installed‬‭with‬‭the‬‭Electrical‬‭brake‬‭cut-off?‬‭Generally,‬‭this‬‭is‬‭disconnected‬‭by‬‭the‬‭rickshaw‬

‭ echanics‬ ‭to‬ ‭achieve‬ ‭a‬ ‭continuous‬ ‭torque‬ ‭or‬ ‭improper‬ ‭functioning‬ ‭of‬ ‭the‬‭brakes.‬‭The‬‭braking‬‭system‬‭is‬‭mechanical‬
m
‭drum brakes. Service and maintenance is required.‬

‭f.‬ ‭Wiring Insulation – A damaged wiring insulation will increase the resistance and affect the performance of‬
‭the vehicle.‬

‭D.‬ ‭Battery: This inspection is to be done before and after the test.‬

‭a.‬ ‭OCV‬

‭b.‬ ‭Specific gravity‬

‭c.‬ ‭Acid‬ ‭spillage‬ ‭if‬ ‭there‬ ‭will‬ ‭lead‬ ‭to‬ ‭a‬ ‭Leakage‬ ‭current.‬ ‭This‬ ‭will‬ ‭discharge‬ ‭the‬ ‭batteries.‬ ‭Check‬‭for‬‭Surface‬

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‭ ischarge‬‭using‬‭a‬‭multimeter:‬‭Surface‬‭discharge‬‭is‬‭a‬‭small‬‭current‬‭that‬‭runs‬‭between‬‭the‬‭2‬‭battery‬‭terminals‬‭across‬‭the‬
D
‭battery‬ ‭surface.‬ ‭This‬ ‭can‬ ‭occur‬ ‭only‬ ‭when‬ ‭the‬ ‭battery‬ ‭surface‬ ‭is‬ ‭dirty‬ ‭and‬‭wet‬‭with‬‭leaked‬‭electrolytes.‬‭Check‬‭this‬
‭leakage as follows as continues leakage will enhance the discharge of the battery leading to a deeper discharge state‬

‭i.‬ ‭Connect a multimeter black lead test (Negative) to the Battery’s NegativeTerminal and the red test lead (Positive) to‬
‭the top of the battery case‬

‭ii.‬ ‭Select the appropriate scale and read the voltage.‬

‭iii.‬ ‭If the reading is greater than 0.5Volts, clean the case top with a solution of baking soda and water.‬

‭d.‬ ‭Corrosion on battery terminals and dirt or acid on the case top. Clean the case and terminals using a wire brush and a‬
‭mixture of water and baking soda.‬

‭3.‬ ‭Warranty is Void if:‬

‭3.1.‬‭Out of Warranty or Battery is burst.‬

‭3.2.‬‭Improper Topping Up or Dry Cell.‬
‭3.3.‬‭Over‬ ‭Discharged‬ ‭/‬ ‭Deep‬ ‭Discharged‬ ‭Batteries:‬ ‭Batteries‬ ‭which‬ ‭are‬ ‭received‬‭with‬‭Open‬‭Circuit‬‭Voltage‬‭less‬‭than‬
1‭ 0.5V‬‭and‬‭the‬‭sp.gr.‬‭is‬‭1.100‬‭are‬‭considered‬‭as‬‭deeply‬‭discharged,‬‭which‬‭may‬‭be‬‭beyond‬‭revival.‬‭Such‬‭batteries‬‭remaining‬‭in‬
‭this condition for a prolonged time, then revival of such batteries is not possible.‬
‭3.4.‬‭Bulged‬ ‭Batteries:‬ ‭At‬ ‭the‬‭time‬‭of‬‭receipt‬‭if‬‭the‬‭batteries‬‭are‬‭found‬‭to‬‭be‬‭bulged‬‭on‬‭the‬‭sides,‬‭this‬‭indicates‬‭growth‬‭/‬
‭Expansion‬ ‭of‬ ‭plates‬ ‭which‬ ‭is‬ ‭related‬ ‭to‬ ‭Overcharging/undercharging‬ ‭of‬ ‭the‬ ‭Batteries.‬‭This‬‭can‬‭also‬‭be‬‭caused‬‭due‬‭to‬‭the‬
‭battery getting overheated due to an external source or internally due to Sulfation‬‭.‬

‭3.5.‬‭Over charged Batteries‬‭: In such batteries the battery‬‭specific gravity is ≥1.310 ant the OCV is ≥12.95V.‬
‭3.6.‬‭Damaged‬ ‭Batteries‬‭:‬‭Due‬‭to‬‭natural‬‭calamity,‬‭Accident,‬‭misuse,‬‭abuse,‬‭negligence,‬‭improper‬‭applications‬‭or‬‭used‬‭in‬
‭any other application that that for which it has been designed for, bad installation or bad maintenance.‬
‭3.7.‬‭Usage of additives or any other chemicals other than distilled water.‬
‭3.8.‬‭Tampered / Incomplete warranty cards.‬
‭3.9.‬‭Electrolyte Contamination.‬
‭ .‬ ‭Testing of the battery for warranty: Ageing V/s Backup test:‬‭The battery back-up depends on various factors‬‭as‬
4
‭indicated below:‬

‭4.1.‬‭SOC:‬‭State of Charge of the battery.‬

‭4.2.‬‭DOD:‬‭Depth of discharge.‬
‭4.3.‬‭Usage pattern‬
‭4.4.‬‭Operating temperature of the batteries‬
‭4.5.‬‭E-Rickshaw Motor Efficiency (for E- E-Rickshaw only)‬
‭4.6.‬‭Load V/s Battery Capacity‬
‭4.7.‬‭Check the battery fitment as per the application chart.‬
‭4.8.‬‭Due to heavy cycling of the batteries wherein the batteries are discharged up to 90% DOD, and‬

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‭subsequent recharging of the batteries with uncontrolled charging currents, affects the battery back-up along with the‬
‭ageing.‬
‭4.9.‬‭The batteries should be fully charged prior to taking a backup test. The Table given on the next page gives the‬
‭efficiency & back-up for a battery @ 100% Condition calculated @27°C.‬

‭Application Chart: E-Rickshaw Batteries Given below please find the application chart:‬

‭ bove Back-up aging chart shall be calculated from UTL Invoice Date.‬
A
‭End Voltage 10.5 V & Back-up Load is 200 Watt‬
‭1.‬ ‭Documents to be maintained/submitted along with the SSP Bill in original.‬
a‭ .‬ ‭ ervice Complaint register‬
S
‭b.‬ ‭Battery test Report‬
‭c.‬ ‭Old Warranty card Copy‬
‭d.‬ ‭New Warranty card in original‬

‭ .‬ ‭SSP Performance Evaluation:‬‭Since the SSP is representing‬‭UTL for rendering After Sales Service to the Customer.‬
2
‭The Following Performance Parameters will be considered for evaluating his retention:‬

‭CRITERIA‬ ‭TARGET‬
‭Incorrect Replacement‬ ‭NIL‬
‭CSAT Score (Customer Satisfaction Score)‬ ‭85%‬
‭Service Infrastructure‬ ‭100% as per UTL Requirement‬

‭ .‬ ‭SSP Testing Penalty Clause‬

3
‭In case, Warranty Claims Batteries are found to be Tested OK by UTL Service Center / Warehouse-engineers:‬

‭1.‬ ‭The Tested OK batteries will be sent back to SSP without further warranty,‬
‭2.‬ ‭Total freight charges for the transportation of batteries will be levied upon SSP,‬
‭3.‬ ‭The incentive paid to SSP for replacing the aforementioned batteries will be revoked and will be reflected in the next‬
‭payout,‬

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‭4.‬ ‭Warning letter will be issued to the respective SSP and a penalty of Rs. 1500 will be applicable to ASD.‬

‭5.‬ ‭In case no improvement has been found by UTL post the warning letter, then UTL shall block the ID of the respective‬
‭SSP.‬

‭Reimbursement (Replacement with Tested OK)‬

‭SSP Payout for ER Battery‬

‭Revised payout Applicable from‬‭agreement sign‬

‭Segment‬ ‭Basic call Charges‬ ‭FOC charges/Battery‬

‭ER‬ ‭N/A‬ ‭150/-‬

‭4.‬ ‭Discontinued SSP’s:‬

‭ iscontinued‬ ‭SSP’s‬ ‭will‬ ‭not‬ ‭have‬ ‭the‬ ‭privilege‬ ‭to‬ ‭entertain‬ ‭warranty‬ ‭complaints,‬‭nor‬‭are‬‭they‬‭allowed‬‭to‬‭login‬‭customer‬
D
‭complaints.‬ ‭They‬ ‭will‬ ‭have‬ ‭to‬‭direct‬‭the‬‭customer‬‭to‬‭the‬‭nearest‬‭Sales‬‭and‬‭SSP.‬‭However,‬‭in‬‭the‬‭case‬‭wherein‬‭there‬‭is‬‭no‬
‭such‬‭a‬‭provision‬‭in‬‭the‬‭near‬‭vicinity,‬‭the‬‭Company‬‭has‬‭the‬‭right‬‭to‬‭attend‬‭to‬‭the‬‭complaint‬‭directly‬‭or‬‭to‬‭direct‬‭the‬‭customer‬
‭to the nearest Sales and SSP.‬

‭5.‬ ‭Training:‬

‭Training will be given to the Appointed SSP’s on a Quarterly basis by UTL Service Personal or based on the requirements.‬

‭Annexure 2‬

‭Recharging Process of Batteries‬

‭A.‬ ‭Equipment required‬‭: The Equipment that would be required‬‭are already indicated in point no. – 6 above.‬
‭B.‬ ‭Charging Process‬‭:‬
‭a.‬ ‭Check the state of charge of the battery on receipt, the OCV using a multimeter as also the Specific gravity using the‬
‭Hydrometer.‬
‭b.‬ ‭Check the electrolyte level in each cell of the batteries. Ensure that the level is maintained above the plate height and‬
‭below the vent plug stem.‬
‭c.‬ ‭If the level is low, add distilled water ONLY in each cell. Do not use acid for topping up the battery.‬
‭d.‬ ‭Recharge the batteries using either a Constant current charger or a 48V SMPS charger(For ER Batteries) as specified‬
‭above.‬
‭e.‬ ‭Connect the batteries in series 10 nos. with a Constant current charger & 4 batteries with the SMPS charger.‬
‭f.‬ ‭Remove the Vent – plugs, prior to initiating charging of the batteries.‬
‭g.‬ ‭If using a CC- Charger‬‭follow the following process:‬
‭i.‬ ‭Charging current – 10 amps.‬
‭ii.‬ ‭Monitor‬‭the‬‭S.G.‬‭of‬‭all‬‭the‬‭cells‬‭every‬‭4‬‭Hours,‬‭and‬‭measure‬‭the‬‭CCV‬‭(Close‬‭Circuit‬‭Voltage)‬‭and‬‭the‬‭temperature‬‭of‬
‭the‬‭battery‬‭electrolyte‬‭during‬‭charging.‬‭The‬‭latter‬‭should‬‭not‬‭exceed‬‭55°C.‬‭If‬‭found‬‭above‬‭55°C,‬‭disconnect‬‭the‬‭charger,‬‭and‬
‭allow‬‭the‬‭battery‬‭to‬‭cool‬‭below‬‭40°C‬‭and‬‭restart‬‭the‬‭charging‬‭process,‬‭batteries‬‭should‬‭be‬‭gassing‬‭freely‬‭for‬‭3‬‭hours‬‭at‬‭the‬
‭end of charge.‬
‭iii.‬ ‭At the end of charging, the total voltage of the battery i.e. CCV should be.‬
‭iv.‬ ‭For ER Batteries:‬‭In the range of‬‭15.8V to 16.2V‬‭(‭C ‬ CV‬‭– Close Circuit Voltage). The‬
‭S.G. should remain constant at 1.280 – 1.290 for a period of 3 hours.‬

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‭ .‬ ‭For Inverter Batteries:‬‭In the range of 15.5V to 15.7V‬‭(CCV – Close Circuit Voltage).‬
v
‭The S.G. should remain constant at 1.250 – 1.260 for a period of 3 hours‬
‭vi.‬ ‭On completion of charging switch off the charger and check the S.G. of each cell of the battery.‬
‭vii.‬ ‭Allow‬‭the‬‭battery‬‭to‬‭cool‬‭for‬‭a‬‭period‬‭of‬‭4‬‭hours.‬‭Adjust‬‭the‬‭electrolyte‬‭level‬‭to‬‭15‬‭mm‬‭above‬‭the‬‭separator.‬‭Ensure‬‭that‬
‭the vent plugs are tightly fitted. These charged batteries should be washed and dried after the cooling period.‬
‭viii.‬‭Smear petroleum jelly on the terminals.‬

‭h.‬ ‭If using a SMPS Charger‬‭follow the following process:‬

‭i.‬ ‭This is an Automatic charger‬
i‭i.‬ C ‭ onnect the batteries in series with all the vent–plugs open.‬
‭iii.‬ ‭On Completion of the charge, the charger will automatically stop.‬
‭iv.‬ ‭Clean the batteries as indicated above.‬

‭Other terms & conditions:‬

‭●‬ ‭During a 30-day period following the closing in of the initial complaint, repeated complaints for the same battery will‬
‭not be reimbursed by UTL.‬

‭●‬ ‭Payment for repeated complaints for the same batteries under genuine claims shall be the sole discretion of the Service‬
‭Team of UTL.‬

‭●‬ ‭In the event of any discrepancy or abnormality in the process of lodging complaints and battery testing, the company‬
‭has the right to terminate the Service agreement immediately.‬
‭●‬ ‭All complaints and claims must be routed and processed through SSP's mobile app and software.‬

‭●‬ ‭If complaints and claims are handled manually without the SSP app and software, the payout will be null and void.‬

‭●‬ ‭All replacement of claims must be done after the issuance of replacement tokens by UTL HQ.‬

‭●‬ ‭To avoid a void of payouts, the bills of reimbursement for pay-outs must be sent to UTL H.O. on a monthly‬
‭basis.‬

‭●‬ ‭UTL Warranty policy must be adhered to strictly by SSP.‬

‭for Fujiyama Power Systems Pvt Ltd‬ ‭for Sales and Service Partner‬

‭ ame:‬
N ‭ ame :‬
N
‭Title:‬ ‭Title :‬
‭Date:‬ ‭Date:‬

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