Ford deploying Mach-E 'angels' to find, fix bad EV chargers

[theo1000]

BTW plugshare is way way better than online apps on documenting the status of chargers. I know there is a lot of hate on EA but to me they have been great. How hard is it to use plugcharge and move a station over if you have to. I just hope EA doubles their network. 100 miles apart is too much IMO. This Ford service would be useful but only if they stay to fix the stations. Often time EA knows something is wrong but can't get it fixed.

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[RickMachE]

So on our last trip, if I had an issue with an EA charger, I'd report it on their app, and on PlugShare. For some of the EA reports, I checked the box for them to notify me.

Yesterday, over a week later, I got a response from one (have no idea which one) of the reports on the EA app. I'm going to past it in its entirety, because it's so precious:

Hi Rick,

Thank you for your interest in Electrify America and thank you for reporting this information. In order to assist you with charging it would be beneficial for you to try to give us a call while at a charging station. Our charging specialists are available 24 hours a day / 7 days a week to assist with charging and can be reached at 1.833.632.2778.

Regards,
Chiara

Here's my take:

1) Please don't use the app to report issues, because that's a trackable event in our system.

2) Despite us normally not being able to do anything when you call, and you wasting 20 minutes or more of your valuable time, we'd like you to waste more of your time by calling us.

I gave up calling because the solution is always let them get a bunch of info and research, try restarting the session (I did that a handful of times before calling you...), moving to another unit (yup, already tried that), and ultimately trying a credit card (done that twice, never been charged, just the initial $50 and then the reversal days later).

I always try to provide feedback to a company with a system that logs things and holds them accountable. I do this because I figure the higherups see that data. Years ago I worked for a big financial service firm. The customer system had a counter in it. Unresolved issues after X days got elevated up a level, then Y more days up another level, then to the CEO. That made things get resolved.

 

[ChasingCoral]

Yep, good point.

There's something to be said for a closed world approach. Rivian is doing their own, Lucid is too. I remember Ford looking into it, maybe they'll reconsider just like their battery strategy (make them in-house).

So far, it appears Rivian is only installing a limited number of chargers in remote locations to appeal to adventure users.

 

[SnBGC]

I wonder if they spend all this money and time to find these “bad” chargers if they can find anyone to fix them? Just a thought.

I work for a company capable of servicing those things. When we contacted EA to offer our services they had no interest. They are required to build them....just not required to maintain them it seems.

Out of curiousity....
Do VW, Audi and Porsche owners have the same problems as we do?

 

[voxel]

This is the same as gas station owners making peanuts on selling gas and making their money in the store/wash bay. That model has worked. You go there for gas but donate in the store. As long as they have drinkable coffee they should be good. Saw a vid where in Europe they are starting to remove pumps (not all them) and install chargers in there place.

Some of the big ford dealers will put DCFC in to prep cars and that is about it. Maybe in a pinch that will be useful?

In theory "EV charging convenience stores" might work financially but there are headwinds.

I know NOTHING about Tesla Supercharger pricing but I was at a Wawa's (large gas station with sandwich and coffee shop inside) today. I asked Tesla owners how much is the electricity. They told me at Wawa's it $0.33 per kWh which is basically EA-like pricing in my area. However they told me the mall locations are like $0.13 per kWh (that's home electricity pricing here) and those are always full of Teslas. How do gas stations compete with that? Electricity is everywhere. Gas requires special handling (tankers or pipes).

The big EA station near me is also at a mall (a pretty massive one). However I never go into the mall and not because I don't want to. The EV charge finishes within 20-25minutes and then I get 10 minutes idle before fees kick in. I timed myself walking to the mall restrooms and back and it was 15+ minutes. DC charging is too quick and this mall is ginormous.

I can envision "park&charge" at movie theatres or shopping centers. The next 5-10 years will be interesting for EV charging companies... I expect bankruptcies and new ones to emerge. I don't know if EA will exist after the VW settlement runs out. Maybe Wawa's will be the next EV charging conglomerate?

 

[voxel]

Out of curiousity....
Do VW, Audi and Porsche owners have the same problems as we do?

Yes. ID.4 owner here who has met a dozen ID.4 owners and a few e-Tron and Taycan owners at EA stations. EA stations are randomly down and ones that are "operational" may not start charging for some unknown reason. Folks tell me calling customer service usually fixes station problem but most people just switch stations (I do this).

Early on I had great luck (i.e works immediately) with ChargePoint and EVGo stations but lately it's been hit or miss. The last few I've encountered required 3+ attempts to start the charge (no explanation).

FYI EA is owned by VW.

 

[SnBGC]

Yes. ID.4 owner here who has met a dozen ID.4 owners and a few e-Tron and Taycan owners at EA stations. EA stations are randomly down and ones that are "operational" may not start charging for some unknown reason. Folks tell me calling customer service usually fixes station problem but most people just switch stations (I do this).

Early on I had great luck (i.e works immediately) with ChargePoint and EVGo stations but lately it's been hit or miss. The last few I've encountered required 3+ attempts to start the charge (no explanation).

FYI EA is owned by VW.

Okay. Thanks for the feedback. I wondered of the EAs worked perfectly for the VW group since it's their network basically but it sounds like they are in the same boat as we are.

The only successful DCFC experiences I have encountered with my Mach-E have been on the free promotion days or weekends. Otherwise, it hasn't worked very well at all.

 

[Nikos]

I work for a company capable of servicing those things. When we contacted EA to offer our services they had no interest. They are required to build them....just not required to maintain them it seems.

Out of curiousity....
Do VW, Audi and Porsche owners have the same problems as we do?

I bet they do also irregardless if VW owns 51% of the venture.

 

[voxel]

Okay. Thanks for the feedback. I wondered of the EAs worked perfectly for the VW group since it's their network basically but it sounds like they are in the same boat as we are.

The only successful DCFC experiences I have encountered with my Mach-E have been on the free promotion days or weekends. Otherwise, it hasn't worked very well at all.

To be fair - when EA works it works great. In my first month of ID.4 ownership, I've sucked up 219 kWh over 10 sessions (saving $100.28 according to app). It is the unpredictability of the stations that is concerning.

 

[SnBGC]

To be fair - when EA works it works great. In my first month of ID.4 ownership, I've sucked up 219 kWh over 10 sessions (saving $100.28 according to app). It is the unpredictability of the stations that is concerning.

Yes. Like a parachute. Everyone is happy when they work. It is that other scenario that makes folks nervous. (Including myself)

 

[Shayne]

So on our last trip, if I had an issue with an EA charger, I'd report it on their app, and on PlugShare. For some of the EA reports, I checked the box for them to notify me.

Yesterday, over a week later, I got a response from one (have no idea which one) of the reports on the EA app. I'm going to past it in its entirety, because it's so precious:

Hi Rick,

Thank you for your interest in Electrify America and thank you for reporting this information. In order to assist you with charging it would be beneficial for you to try to give us a call while at a charging station. Our charging specialists are available 24 hours a day / 7 days a week to assist with charging and can be reached at 1.833.632.2778.

Regards,
Chiara

Here's my take:

1) Please don't use the app to report issues, because that's a trackable event in our system.

2) Despite us normally not being able to do anything when you call, and you wasting 20 minutes or more of your valuable time, we'd like you to waste more of your time by calling us.

I gave up calling because the solution is always let them get a bunch of info and research, try restarting the session (I did that a handful of times before calling you...), moving to another unit (yup, already tried that), and ultimately trying a credit card (done that twice, never been charged, just the initial $50 and then the reversal days later).

I always try to provide feedback to a company with a system that logs things and holds them accountable. I do this because I figure the higherups see that data. Years ago I worked for a big financial service firm. The customer system had a counter in it. Unresolved issues after X days got elevated up a level, then Y more days up another level, then to the CEO. That made things get resolved.

Third party like plugshare I think is the best place to report. Soon they may not be the only kids on the block and plugshare will let you know that. Dependable in the future may become a thing but not in a monopoly of a few. If you use plugshare maybe you never end up at the ones that do not work? At least reduce your chances?

The power generators hold the future we will see if they try to monopolize on that or open it up. If I was an Exxon Mobil or Shell franchise owner I would be thinking about a couple of 350 KW DCFC in the future. Will they be provided the electrical service to do that who knows.

We all knew we were early to the party it is doable now at least.

 

[dbsb3233]

If I was an Exxon Mobil or Shell franchise owner I would be thinking about a couple of 350 KW DCFC in the future.

Along a road trip route, perhaps. But not around town at a location servicing almost entirely locals. They'll just be charging at home or work where it's easy and cheap. (L2 at apartment/condo parking lots needs a big push.)

EA is doing a pretty good job filling in the interstates, but 2-lane highways could use a lot of work.

 

[Shayne]

Along a road trip route, perhaps. But not around town at a location servicing almost entirely locals. They'll just be charging at home or work where it's easy and cheap. (L2 at apartment/condo parking lots needs a big push.)

EA is doing a pretty good job filling in the interstates, but 2-lane highways could use a lot of work.

Tourists, condo's, people that like now. They will be around and so will stations. Just need EV prices to drop a bit more. Gas becoming excessively expensive may help?

Early times and it is doable. I can get to where I am going no problems in a EV but have some critical DCFC's right now. I check plugshare for recent shares and then return the favor.

 

[TruWrecks]

So Ford is doing what I already do at every charger. If it is broken or misbehaving I report it.

Even if it is a charger I am not using. Try to make it better for future users.

Yesterday EA have me a free charing session because I helped them troubleshoot a station beside the one I was using. The next charging stop I had was 50 kWh for $0.00.

 

[mdolan92869]

Got a picture of one of the "Angels" diagnosing a bod charger today ?

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