A maintenance manager has a lithium pack that stops charging on a three-shift truck. The distributor says the claim needs “logs and photos”. He wants to know what to collect before contacting the supplier, so that the claim is not delayed by repeated requests.
Collect five groups of evidence before you contact the supplier: identification (serial number, model, ship date, order reference), the fault record (BMS alarms and fault codes with timestamps, cell voltage spread, temperatures, state of charge, cycle count), charging and use records (charger model and settings, charge log, shift pattern, ambient temperature), photos and video (nameplate, terminals, case, display), and the on-site checks you made. Export the logs before you power-cycle or open the pack.
Evidence checklist
- Identification. Nameplate photo showing model and serial number, delivery note or invoice, and the truck model and truck number.
- Fault record. A screenshot or export of BMS data at the time of the fault. Redway’s forklift pages list RS485, CAN-bus and 4G options, and BMS monitoring of SOC, voltage, current, cell voltage and cell temperature. If your pack has none of these, photograph the display and note any LED or buzzer pattern.
- Charging and use. Charger model, its profile and settings, the charge log, daily hours, opportunity-charging pattern, and the usual temperature at the charging point.
- Photos and video. All sides of the case, terminals and connectors, any damage, and the fault on the display, each with a date.
- Your checks. Measured pack voltage, charger output, connector condition, and who made the checks and when.
What Redway publishes
Redway’s forklift specification tables show 5 years, which is the design life of the pack. The after-sales technical support period is 3 years. Claim steps, response times and who pays freight or labour are not published, so agree them in your purchase contract. See Redway’s import, shipping and warranty support page.
Steps
Stop using the pack and isolate it safely. Export the logs. Take the photos. Test the charger on a second pack if you can. Send one organised package with a timeline of events. Keep the pack as it is until the supplier decides what happens next. Do not open or repair it. That is a safety risk, and it can affect the supplier’s responsibility under typical warranty terms, so check yours.
Risk limits
Logs show what the BMS recorded, not always the cause. A missing log does not automatically end a claim, but it slows it. If a pack is swollen, hot, smoking or smelling, follow your site’s emergency procedure first and collect evidence afterwards. This article is general guidance, not legal advice.
Additional perspectives
Keep a one-page claim form with the five evidence groups and a monthly snapshot of cell voltage spread for each pack. A baseline lets you show change over time, which is stronger evidence than a single reading taken after the fault.
Redway Tech Editorial Team – Fleet maintenance perspective
Log each claim with a number and forward the customer’s package to the factory unchanged, so nothing is lost in translation. Record the dates you receive and send each item. Delays are easier to resolve when both sides can see the timeline.
Redway Tech Editorial Team – Distributor / after-sales perspective
Ask for a claim-procedure annex at order stage: evidence list, response time, who pays freight and labour, and whether the remedy is repair, replacement or credit. Agreeing this before a failure is far easier than negotiating it during one.
Redway Tech Editorial Team – Procurement and contract perspective
Specifications are taken from Redway product pages as of October 2026. Where a figure isn’t published, this article says so. Confirm current specifications for your model with Redway before ordering. This article is general guidance, not a site-specific engineering assessment.
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- Forklift Battery Safety
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