When a customer contacts you with an issue, the first step is to check the customer details page in the portal. Look at the logs, graphs, and settings for their devices to help explain the behavior of the charging. For example, smart charging might have been turned off, or the car could have started charging immediately because of a minimum battery level setting. Ask the customer for additional information, for example:
- Can the user access to the service through the app
- Has the user connected their devices
- Was Smart Charging turned on when the user experienced the problem
- At what time did the user plug in the car
- Did they recently change any settings
- Are there any other services active that can control the charging
If you need help from Emulate with an issue, the more information you provide the better!