A charger that “does not work” can fail at several layers. Diagnose enough to identify who owns the next step without opening high-voltage equipment or bypassing electrical protection.
Evidence pack
- Charger model, serial number and purchase invoice.
- Installation and commissioning records.
- Dedicated circuit, breaker / protection and earthing test details.
- Fault code, photos and app or network logs.
- Vehicle model used during the failure.
- Installer and manufacturer ticket numbers.
Open only the path that matches your case
Each option expands here. No jumping to another copy of the same text.
Isolate the fault before you demand a replacement
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; the vehicle still fails to 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.
No power or protection keeps tripping
The charger is dead, the breaker trips or electrical protection repeatedly activates.
Stop repeated resets and have supply, circuit protection and earthing checked by a qualified installer or electrician; keep the test report.
Do not treat a site wiring fault as a charger warranty claim or keep energising visibly damaged equipment.
Charger powers on but the vehicle will not charge
The unit has power, but the session fails at handshake, connector or vehicle compatibility stage.
Save charger and vehicle fault codes, inspect the connector, and test only through approved procedures with a known-good vehicle or charger where practical.
Do not factory-reset everything before preserving logs.
Energy works but app, network or payment fails
The physical charger can deliver power, but authentication, connectivity, billing or app control fails.
Separate the network/operator complaint from the hardware claim; save session IDs, timestamps and screenshots.
Do not replace hardware before proving the fault is actually in the charger.
Hardware fault persists on a known-good setup
Supply, installation and vehicle have been reasonably ruled out, yet the charger still fails.
File the warranty claim with serial number, installer evidence and diagnostics, and ask who pays removal, labour, shipping and replacement.
Do not accept an undefined “send it to service” process without written responsibility for costs and turnaround.
Safety stop
Do not use a charger or connector that is hot, burnt, cracked, water-damaged, arcing or repeatedly tripping protection. Isolate it safely and obtain qualified inspection before another charging attempt.
First isolate whether the fault is the site, vehicle, software or charger
A charger warranty claim becomes much easier when you can show the same fault across controlled tests. Do not repeatedly reset a unit that is hot, burnt, water-damaged, arcing or tripping protective devices. Isolate it safely and obtain qualified electrical inspection.
| Symptom | Likely layer to test first | Evidence |
|---|---|---|
| No power / breaker trips | Supply, circuit, earthing, protection | Electrician/installer test results |
| Powers on, vehicle will not charge | Connector, compatibility, vehicle/charger fault codes | Error codes and known-good comparison |
| Energy flows but app/payment fails | Network, backend, account/payment | Session ID, timestamps, screenshots |
| Fault repeats on known-good supply and vehicle | Charger hardware | Serial, diagnostics, video and service report |
Build a claim packet before the first escalation
- Charger model and serial number.
- Purchase/installation invoice and warranty terms.
- Installer details and commissioning record.
- Photos of installation, protection devices and connector condition.
- Dated error codes, session IDs and videos.
- Tests performed and their results.
Ask the manufacturer to state the diagnosis, whether the claim is accepted, and who bears removal, labour, transport and reinstallation costs. “Part covered under warranty” does not automatically answer labour or logistics.
Keep site warranty and product warranty separate
If undersized wiring, earthing or a protective-device issue caused the fault, the charger manufacturer may not own the remedy. Conversely, an installer should not dismiss a verified internal hardware failure as “site power”. Get each party’s diagnosis in writing.
Escalate a specific consumer remedy
If a paid product/service provider fails to resolve a documented warranty issue, use the National Consumer Helpline where appropriate. For EV scheme issues, the PM E‑DRIVE portal is relevant only when the problem actually concerns the scheme—not an ordinary hardware warranty dispute.
Decision rule: prove which layer fails, stop unsafe use, and ask for one concrete remedy. A good warranty file is a diagnostic record, not a folder of angry screenshots.
Create a fault-isolation matrix before the technician arrives
Record whether the fault occurs with one vehicle or multiple compatible vehicles, at one time of day or always, and whether the app remains connected. Note whether the breaker trips, the charger starts then stops, or charging never begins.
Four likely layers
- Supply: voltage, outage or upstream breaker.
- Installation: earthing, cable, protection or connection.
- Charger: internal hardware or firmware.
- Vehicle/network: handshake, software, app or backend communication.
This matrix helps the service team avoid replacing a charger when the real problem is site wiring—or blaming the electrician when the charger has a known fault.
Preserve the warranty while diagnosing
Follow manufacturer-approved reset procedures only. Opening seals, modifying cables or using unsupported adapters can create safety risk and complicate warranty coverage.
Ask for the diagnosis report
After service, request the fault found, test performed, part replaced and final commissioning result. If the fault returns, the second claim starts with evidence instead of zero.
Escalation should identify the responsible party and exact requested action: electrical correction, hardware replacement, firmware fix or refund. That is much more effective than sending the same generic complaint to installer, manufacturer and consumer helpline at once.
Document the resolution so a repeat fault is easier to claim
When the charger is repaired or replaced, record the new serial number, firmware version, service date and test result. Ask the technician to confirm that the vehicle charged successfully at the expected power and that protective devices were tested where applicable.
If the warranty period continues, note whether the replacement part has its own warranty or only the remaining original term. This can matter if the same failure returns months later.
Keep site and product warranties separate
The electrician’s workmanship warranty and the charger manufacturer’s product warranty may have different durations and exclusions. Store both. When a problem returns, you can immediately direct the complaint to the party responsible for that layer.
A well-managed warranty case ends with more than a working charger. It ends with a diagnosis, documented repair, verified safe operation and a clear record of who is responsible if the same fault comes back.