This page applies to systems with the Kent Lithium Battery on either the Kent M1 or Kent G3 platform.
The five things every customer should hear
The percentage is the fuel gauge
Point to the number on the display: “That is your battery. Watch it for a week and you’ll know your house’s rhythm.”Where the number lives depends on the platform — show them before you leave. The tour is at Display Walkthrough.
Hours depend on what's running
“A battery is a bucket — big loads empty it fast. The essentials we wired give you your evening. Add a heater and it’s a fraction of that.”Do not promise a fixed number of hours. The load decides. Give a lights-and-fans illustration instead of a kWh figure.
It may stop on purpose — that's protection, not failure
“The system keeps a floor under the battery. On grid it may hold some charge in reserve for outages, and at a low floor it stops discharging to protect itself — then recharges. That pause is design, not a defect.”The thresholds behind that sentence are configured on this site’s platform settings. Say what this site is set to do: reserve percentage, overdischarge floor, or both.
Grid charging only if it was set up that way
“By default this system prefers solar. If you want the battery topped up from the grid before outage-heavy evenings, that is a setting we enable deliberately — tell us and Kent configures it.”On the Kent M1, grid-charge ships disabled by default. Enabling it is a conscious design choice, not an automatic feature. If this is an outage-first home and grid-charge is off, the pack may be part-empty when the first evening cut lands — set it deliberately or tell the customer explicitly.
Battery-friendly habits
Leave these habits with the customer — verbally and on the DO/DON’T card:- Glance at the SOC now and then. Know your evening number before a bad weather week.
- Report a battery alarm with a photo and call Kent. Do not power-cycle repeatedly — it makes diagnosis slower.
- Don’t stack cartons against the battery pack or block its ventilation clearances.
- Leaving the house for weeks? Tell Kent. The right idle configuration exists and avoids unnecessary deep discharge.
What not to promise
Fixed backup hours
The load decides. Give a lights-and-fans illustration: “a couple of LED lights and the router for most of the night.” Never quote a number in hours.
'It will never stop'
Protection floors exist precisely to stop discharge briefly. That pause is correct behaviour. Promising it will never stop sets up the first floor-hit as a complaint.
A DIY settings tour
Thresholds are installer and Kent territory. The customer’s control is one phone call. Don’t walk them through menus “in case” — they will remember just enough to cause problems.
Nameplate kWh as nightly usable
Reserve floors, overdischarge protection, and the day’s solar harvest all affect what’s actually available. The nameplate is a ceiling, not a nightly promise.
Common mistakes
Promising nameplate kWh every night
Reserve floors reduce what’s usable. Quote the realistic evening scenario, not the spec sheet.
Leaving grid-charge at default on outage-first homes
On the Kent M1, grid-charge defaults off. If the home relies on backup, enable it deliberately — or tell the customer the pack may be partly empty when the first cut hits.
Explaining thresholds in jargon
“SOC floor”, “DOD limit”, “overdischarge cutoff” mean nothing to a customer. Say “it saves some for emergencies” and move on.
Not mentioning recovery after long outages
A customer who leaves a flat pack off for days, thinking it is broken, can cause real harm to the battery. Say it once, clearly, at handover.
When to escalate
Escalate to Kent New Energy service only — through your registered Kent partner channel or the Kent service desk details on your work order. Do not contact any third-party or component-manufacturer support line for a Kent-branded system: tickets outside the Kent channel are not tracked, not covered, and can void warranty handling.