Best method to report ChargePoint DCFC problems?

[Cobra427]

There is but one, yes only one, DCFC facility close to our home here in rural Ohio, a ChargePoint installation which is new. Two stations, both styles of connectors, and until recently, free. Oh yeah.

We have charged there two or three times with no problems, but last week, charging stopped after just a few seconds. Looking at the check-in comments in PlugShare, other people had the same problem. I called the ChargePoint toll free 888 number, and the support guy checked, said there was a problem report, and the stations were repaired. He even ran a diagnostic to double check. All fine.

However, people are still reporting problems with interruptions in charging on both stations, different makes of cars. Compounding the concern is that the charging is no longer free, now $.43/Kwh. And PlugShare and FordPass still shows both stations OK.

So apparently the 888 number is not the way the get problems fixed, so what is?

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[Kamuelaflyer]

Check-in on Plug Share and report the problem on the app. Also try the charge point app, although it's been a while since I used it for reporting an issue (over a year).

 

[RickMachE]

Find out who owns it.

 

[Cobra427]

Check-in on Plug Share and report the problem on the app. Also try the charge point app, although it's been a while since I used it for reporting an issue (over a year).

Many reports on both PlugShare and ChargePoint of the problem.

 

[Cobra427]

Find out who owns it.

Who owns what? The business where it is located or ChargePoint?

 

[generaltso]

Who owns what? The business where it is located or ChargePoint?

Unlike EA and EVgo, ChargePoint does not own their stations. They sell them to individual owners that are responsible for their upkeep and repair. When you report an issue to ChargePoint, they relay the message to the station owner, but it's up to that owner to repair it (or not).

 

[Cobra427]

Unlike EA and EVgo, ChargePoint does not own their stations. They sell them to individual owners that are responsible for their upkeep and repair. When you report an issue to ChargePoint, they relay the message to the station owner, but it's up to that owner to repair it (or not).

Thanks for that. The location is a Village Pantry, owned by GPM investments. Just sent them an email.

 

[SWO]

Find out who owns it.

This is the answer. Chargepoint sells and installs chargers. They also have service plans but they won't come out unless the owner asks them too. Chargepoint doesn't operate their chargers.

 

[Cobra427]

Despite many comments and problem reports on both ChargePoint and PlugShare, a phone call to ChargePoint showed they had no awareness that there was a problem, until the rep ran a remote diagnostic, which indicated an isolation fault (bad ground). He sent a repair notice to the station owner, GPM investments.

All the apps, ChargePoint, PlugShare, and FordPass; show these two stations as working and available. So the takeaway is ALWAYS look at recent user comments and check-ins before counting on a charging station to get you home.

 

[Cobra427]

UPDATE: These stations are now back in service. Actually took two service calls, first one seemed to fix the problem, but users reported charge faults the same day.

As far as how to report problems, the only method that worked was contacting the company that owns the convenience store (Village Pantry) where the chargers are located. All attempts to notify ChargePoint resulted in nothing. A Contact Us email to Village Pantry got them fixed, and even resulted in them calling me to tell me they were on it.

So from this lone example, all the ways of reporting trouble with a charging station, such as buttons on the charge station screen, in-app trouble reporting, telling the local manager, calling ChargePoint; are a waste of time. Find out who owns them, and contact their head office.

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