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Did you send me a faulty charger?

               

               


THE CHALLENGE

A French customer Laurent purchased an APP wall-mounted charger from our platform, which was an 11kW three-phase charger. The user contacted us a week after the purchase, saying that the charger always charged with a low current of 6A and could not output the charging power of 11kW as advertised. Customer asked if we sent him a faulty charger.

 

THE SOLUTION

After receiving Laurent’s feedback, BESEN's exclusive account manager had a video call with him for the first time. We learned that Laurent's electric car could accept 11kW charging current under AC charging. Therefore, we ruled out the reason that the user's electric car itself could not accept high charging current. Later we found out the root cause in the photos of the charger sent by the customer - the letter "K" appeared in the upper right corner of the charger screen, which meant that the button setting had been turned on at that time. When this setting is activated, the customer will not be able to adjust the charging current through the mobile APP, and the charging current will remain at a low value. After finding out the truth, we informed Laurent of it and the solution - just turn off the button setting in the APP to resume normal charging. In the end, BESEN quickly solved the problem for Laurent.

 

SUMMARY

Compared with ordinary chargers, APP chargers have more functions, but customers may be unfamiliar with these functions and do not know how to operate. BESEN encourages customers to provide us with relevant suggestions and feedback. That means a lot to us and can make our products and services better.


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