After we received Calvin’s email, we contacted him as soon as possible. After checking the order info, we confirmed that the wallbox and the EV cables he purchased were both 22kW, the customer did not buy them wrong. So we hoped that he could send us photo or video to confirm. But Calvin replied that after the problem happened, he had an urgent matter, so after contacting us, he went back to city and couldn't take pictures for the time being. His grandfather was older and didn't know much about electronic products. He didn't have a computer or a mobile phone with camera function. After learning of this situation, although we were not able to give immediate guidance, we had been paying attention to this case. In order not to affect the grandfather's daily charging needs, we asked the his number, and got in touch with him by phone, in French. During the communication, we confirmed that there was no problem with the wiring, and also confirmed that the EV cable did not be sent wrong. We also assisted him to check the charging setting at the vehicle end, and finally found the problem: the charging current was set to single-phase, and our wallbox automatically recognized the signal from the car, and charged with the safe maximum power-7kW (32A single-phase). After adjusting it to three-phase, the wallbox already could normally charge the car with three-phase 22kW.
As an EV charging equipment manufacturer and supplier integrating production, R&D and sales, Besen has always put customers in the first place while focusing on high quality and high performance of products, and has brought first-class experience to users in technical support and customer service. Products and services will always be the focus and core of our work.