Open a fault record before promising a repair
An EV charger fault can arrive as “the car did not charge” with no model, error message or installation documents. The useful first service is to turn that report into a clear case that the right person can assess.
Record the enquiry without deciding who caused the problem. The customer needs a named next action and an agreed scope; your business needs to know whether the visit is original installation aftercare, a manufacturer warranty case or separately approved diagnostic work.
Start with the charger and installation identity, the reported symptom and who may authorise work. If the charger serves a rented property or workplace, confirm the equipment owner, occupier, site access contact and payer separately. Someone reporting a fault is not automatically authorised to order a replacement.
Reusable fault intake checklist
- People and site: full address, reporting contact, equipment owner, access contact and authorised decision maker.
- Charger: manufacturer, exact model, serial number, purchase date and installation date, using the available records.
- Original work: installer, accepted scope, invoice, certificates, commissioning record and handover documents.
- Symptom: customer's exact description, first occurrence, frequency and any displayed message copied accurately.
- Context: vehicle involved, charging schedule, app or tariff service in use, and what changed before the problem appeared.
- Evidence: safe external photos, screenshots with unnecessary personal details removed, and previous support correspondence.
- Existing case: manufacturer reference, advice already given, actions already attempted and who requested them.
- Visit decision: agreed attendance scope, payer and required manufacturer permission.
Do not ask the customer to expose electrical parts or repeatedly reset equipment to produce evidence. If the report includes heat, burning, damage or an electrical safety concern, move to your business's urgent safety response and competent assessment rather than continuing an ordinary remote intake.
Record a missing invoice or unknown serial number as an open item. Identify who can retrieve it. A guessed installation date can send a case down the wrong warranty route.
Check the warranty route before touching the product
Use the manufacturer's terms that apply to the purchase, equipment and use. A current web page does not establish the terms of an older installation. Retain the relevant document or manufacturer's written confirmation with the case.
For a concrete example, myenergi's product warranty v4 applies to purchases from 11 November 2025. It requires purchase evidence and intact product identification, and requires customers to contact myenergi before repair. The terms exclude unauthorised repairs and require advance written authorisation for reimbursement of third party repair or replacement costs.
The same terms distinguish manufacturing defects from faults arising in the existing installation. That makes the assessment and written support response valuable: the customer's symptom alone does not establish which party owns the remedy.
Before booking warranty work, ask the manufacturer to confirm the case reference, approved work, approved installer, parts route and payment arrangements. Keep those answers. The manufacturer's extended warranty page also describes assessment followed by an appointed warranty installer when a home visit is necessary.
Sources: myenergi: Product warranty v4, purchases from 11 November 2025, myenergi GB: Extended warranty support process
Agree a diagnostic visit as its own scope
If a separately chargeable diagnostic visit is appropriate, describe what that visit buys before attendance. Name the equipment, reported fault, assessment included, documents to be reviewed and the outcome the customer will receive. State the visit price, applicable tax and payment terms through your quote.
A useful scope reads: “Attend the recorded site to assess the reported charging failure, review the available installation and manufacturer records, and provide findings and proposed next work for approval.” Add the checks your competent assessor will actually carry out; do not promise a replacement part before the fault is established.
Explain how further work will be approved. Record who may accept that work and how they will be reached during the visit. If the decision maker is unavailable, the diagnostic record should still have a clear outcome and next action.
For chargers installed by your own business, check the original contract and the case facts before quoting an extra fee. A manufacturer warranty decision does not itself decide your responsibilities to the customer.
Turn findings into an approved repair
After assessment, record the observed findings separately from the customer's report. Keep the manufacturer's response and identify the proposed remedy, parts, labour, return visit and any other contractor involvement.
| Case outcome | Next record |
|---|---|
| Manufacturer accepts a warranty case | Written authority, approved parts and installer, payment arrangements and return instructions. |
| Further evidence is requested | Specific evidence needed, who will obtain it and the next update date. |
| Installation work is identified | Findings, responsible party assessment and the agreed route for putting the work right. |
| Separately priced repair is proposed | Repair scope, price, authorised customer's acceptance and parts order decision. |
| Fault is not reproduced | What was observed, limits of the visit and the agreed evidence to capture if it recurs. |
Use the actual manufacturer's documents and the competent person's assessment for the technical work. The EV quote template helps describe a replacement installation when that is the approved route.
Close the visit with documents and a named owner
Retain the work completed, parts fitted, old and new serial numbers where relevant, required test or commissioning records, photos and the manufacturer's case outcome. Keep any returned equipment instructions with the parts record.
Tell the customer what was found, what was done, what remains open and who owns the next action. If work is still awaiting a part or approval, keep the case open.
Aftercare begins at the original installation. Use the EV survey checklist to capture the site and equipment identity, and the combined solar, battery and EV scope guide when several contractors or systems share the site. For businesses adding another service, the battery storage business guide covers the survey to handover workflow.
Set up your trade business with Tradehand to keep enquiries, agreed work, quotes and job documents together. Choose the services and coverage area your business actually provides.
