← Full guide: EV Charger Warranty Claim: Evidence and Escalation

Isolate the fault before you demand a replacement

Isolate the fault before you demand a replacement. Check the cause, evidence to keep, recovery steps, and escalation.

Start here

Warranty outcomes improve when the complaint identifies the failing layer. Preserve logs and evidence first, then choose the path that matches the observed fault instead of resetting everything and losing diagnostic information.

What applies to this exact problem

Warranty outcomes improve when the complaint identifies the failing layer. Preserve logs and evidence first, then choose the path that matches the observed fault instead of resetting everything and losing diagnostic information.

No power or repeated electrical tripping

Check supply, breaker, earthing and installation evidence before blaming charger electronics. Record when the trip occurs and whether another load reproduces the problem. An electrical-supply or installation fault may require a different remedy from a charger replacement.

Charger powers on but the vehicle will not charge

Capture vehicle messages, charger LEDs, connector condition, compatibility information and another known-good charging attempt where safe. This helps separate handshake, cable, vehicle-side and charger-side failures.

App, network, authentication or payment failure

Preserve screenshots, timestamps, account details and backend error messages. A functioning charger can still fail as a service because authentication or connectivity is broken. Escalate with the digital evidence instead of requesting hardware replacement first.

Confirmed charger hardware fault

Use model, serial number, installation date, commissioning record, fault codes and support-ticket history to support the warranty claim. Ask for the exact repair, replacement or visit timeline and keep the defective-unit handover record.

1No power or protection keeps tripping＋
Use this path when

The charger is dead, the breaker trips or electrical protection repeatedly activates.

Do now

Stop repeated resets and have supply, circuit protection and earthing checked by a qualified installer or electrician; keep the test report.

Avoid

Do not treat a site wiring fault as a charger warranty claim or keep energising visibly damaged equipment.

2Charger powers on but the vehicle will not charge＋
Use this path when

The unit has power, but the session fails at handshake, connector or vehicle compatibility stage.

Do now

Save charger and vehicle fault codes, inspect the connector, and test only through approved procedures with a known-good vehicle or charger where practical.

Avoid

Do not factory-reset everything before preserving logs.

3Energy works but app, network or payment fails＋
Use this path when

The physical charger can deliver power, but authentication, connectivity, billing or app control fails.

Do now

Separate the network/operator complaint from the hardware claim; save session IDs, timestamps and screenshots.

Avoid

Do not replace hardware before proving the fault is actually in the charger.

4Hardware fault persists on a known-good setup＋
Use this path when

Supply, installation and vehicle have been reasonably ruled out, yet the charger still fails.

Do now

File the warranty claim with serial number, installer evidence and diagnostics, and ask who pays removal, labour, shipping and replacement.

Avoid

Do not accept an undefined “send it to service” process without written responsibility for costs and turnaround.

Check these first

  • State the exact expected result and the exact result you have now.
  • Find the official record that owns the result and compare it with your evidence.
  • Change one thing at a time, then verify the final state before moving on.

Fix it in this order

  1. State the exact expected result and the exact result you have now.
  2. Find the official record that owns the result and compare it with your evidence.
  3. Capture vehicle model, VIN, battery/charger serial where available, odometer, warning codes, and the exact symptom.
  4. Ask the authorised service centre for diagnostic findings and the warranty clause used for approval or denial.
  5. Separate normal range variation from a measurable fault using repeatable conditions, charging logs, error codes, or state-of-health evidence.
  6. Keep invoices, job cards, firmware/service history, and photographs of warnings or damage.
  7. For subsidy/incentive issues, verify model eligibility, invoice treatment, registration details, and portal status independently.

Build the proof pack

  • Purchase invoice and warranty
  • Job cards/diagnostic report
  • Charging/range/error evidence
  • Subsidy or portal application record where relevant

Avoid making the case harder

  • Opening or repairing high-voltage components yourself
  • Accepting a warranty denial without the clause/reason
  • Assuming brochure range is guaranteed in every condition

How you know it is really fixed

  • The official record and your real-world result agree.
  • You have enough written evidence to prove the issue is finished if it returns later.

If it is still not fixed

  1. Manufacturer/dealer grievance
  2. Scheme/portal helpdesk when incentive-related
  3. Consumer remedy for unresolved product/service disputes

Official sources from the full guide

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This page solves one branch. The parent guide covers the full decision, edge cases, alternatives, and related checks.

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