Pylontech warranties not honored.

My client's warranty was claim was rejected due to the Pylontech representative stating that the batteries were overcharged. We have taken all precautions and necessary communications options in order to ensure that the battery management can communicate with the inverter. Settings were done as per documentation provided by Pylontech and the distributor. How are we going to be certain that the bms is actually communicating and requesting the correct values when all the settings were as per manuals. Why did we not get an overcharge alarm? The physical damage is a concern and points to the product being inferior. Definitely not ever touching those batteries or recommending them EVER again.