EV Charger Warranty and AMC Guide

Response, repair and resolution

Ask for the commitment to be expressed in the last row. Suppliers who will do that have a spares and service model behind them.

Exclusions do the real work

• Damage attributed to installation rather than product, which is where disputes concentrate
• Vandalism and vehicle impact, common at public sites and frequently excluded
• Supply-side events including surges, which may require separate protection to be covered
• Consumables and wear items, particularly cables and connectors
• Faults where the site connectivity prevented remote diagnosis
• Anything following a modification, including some configuration changes

Cable and connector wear is worth specific attention. They are the most handled parts of the product, they wear visibly, and they are excluded more often than buyers expect.

Who decides the cause

If the supplier alone determines whether a failure is a product defect or an installation fault, the exclusion list is effectively unbounded. A workable agreement names how a disputed cause is established, and who arbitrates when the two parties disagree.

Parts and obsolescence

How long parts will be available, whether spares are held locally or shipped per incident, and what happens when a component goes obsolete during the contract. A charger with a ten-year civil installation and a five-year parts commitment has a gap somebody will pay for.

What an AMC should include beyond breakdowns

• Preventive inspection at a defined interval, including terminations and cable condition
• Firmware updates, and who decides when they are applied
• Remote monitoring, and who watches it
• Reporting: what failed, how often, and how long it took to resolve
• A defined escalation route when normal channels are not working

Uptime commitments

An availability target needs a measurement method, an exclusion list, a reporting obligation and a consequence. Without all four it is an aspiration, and both parties know that at signature.

How we would work through this with you

What we would rather agree with you than argue about later: how a fault that turns out to be the supply or the vehicle is handled, and who pays for that visit.

Our position is that diagnosis is our job whether or not the fault is ours. If we send someone and it is the installation, we will tell you what it is and what to do about it. A support relationship that only engages when the fault is provably the charger is not much of a relationship.

What RIOD covers

Two years of warranty on our products. The whole charger is designed in house, which is the reason we can carry it: when a unit comes back we know the design, so a fault is diagnosable rather than a replacement decision.

Installation faults are not covered, and neither is damage from how or where the unit was installed. Everything else is.

Five years of AMC is available beyond that, which is usually what government and institutional orders need to see.

How a warranty claim actually runs

1. 1

   We verify the charger

   Remotely first, because a large share of what arrives as a charger fault is the supply, the installation or the vehicle.

2. 2

   If the hardware is faulty, a replacement goes out

   Within India we send the replacement and take the faulty unit back afterwards, so the bay is not out of service while a return is in transit.

3. 3

   For international orders, the replacement travels with your next shipment

   Which keeps freight sensible on a single unit, and is agreed in advance rather than discovered at the point of claim.

4. 4

   The returned unit goes to root cause analysis

   Not to a bin. We work out what actually happened and it goes into the knowledge base.

Why the returns matter more than the replacements

Every unit that comes back is analysed. The finding goes into a knowledge base that informs the next revision, the test plan and the line, which is how a product gets better rather than just getting replaced.

Our field failure rate runs at about 0.5 percent. On five hundred chargers that is three or four units, and each of those three or four is worth more to us as a diagnosis than as a swap. The internal cable routing problem we now design around was found exactly this way, in returns rather than in inspection.

What an AMC includes

• Review and monitoring of each charger's health and parameters
• Charging performance, session success and the faults behind failures
• Replacement where a unit fails, rather than a repair argument
• The same root cause loop, so recurring problems across your estate get found

The useful part of an AMC is not the replacement promise. It is that an engineer is looking at the fleet between failures.