The customer in this case is from Australia. He repurchased a batch of three-phase 22kW APP wallboxes from BESEN. This product is very popular in the local market with very impressive sales because it can not only meet the needs of high-speed charging, but also realize APP intelligent control.
The customer recently found that the side button of this repurchased batch of wallboxes would rebound when pressed. After connecting the car, the button needed to be pressed again to start charging. However, the side button of the previously purchased wallbox would be fixed and not pop up automatically after one press. The old wallbox would directly start charging without pressing the button again. Therefore, the customer required the button function of the new APP wallbox stay the same as the old one - it would be fixed and enter the plug and play mode as long as pressed once.
After receiving the customer's feedback, BESEN’s service department contacted technical department for the first time. It turned out that the button function of the new APP wallbox had been upgraded: when the button control is activated, the wallbox will start charging after the car is connected and the button is pressed. But the button will pop back and not be fixed. The main purpose is to ensure that users can adjust the charging parameters through the APP smoothly. The side button of the old wallbox not rebounding after being pressed will make the charger stay in the starting state. In this case, if the user uses the APP to adjust the charging settings, such as operating the APP to stop charging, there may be an unfavorable disorder to the wallbox because there are two sets of control systems working simultaneously - the button and the APP. In view of this, the side button of BESEN’s new APP wallbox will activate the single charging state after being pressed and then it will pop up automatically, which will not keep the charger in the starting state all the time. Just press it again if you need to start a new charging process.
After explaining the reasons to the customer, we also provided two solutions:
1. In order to ensure the best performance of the product, BESEN retains the button function of the new APP wallbox.
2. Considering the customers’ usage habits, BESEN can also customize for them if they want to maintain the original design.
BESEN is responsible for the continuous iteration of product performance to ensure that our customers always have the best EV products and better use experience. At the same time, we have always attached great importance to customer feedback and suggestions. BESEN always adheres to the purpose of creating first-class user experience and provides high-quality and cost-effective charging products and services for each user with our professional technical support and rich industry experience.