An owner comes out on a Monday morning to a car that has not charged. The charger has a red light, the app says it is offline, and she has a two hour drive and forty miles of range.
She does not care whose fault it is. She needs someone to tell her what to do in the next ten minutes.
What owners ask
They usually ask why the charger has stopped, what the light or error code means, whether it is the car or the charger, whether it is still under warranty, who pays for a visit, how soon someone can come, whether they can reset it themselves, whether the app problem is separate and whether the unit needs servicing.
Establish who owns the problem
The unit under manufacturer warranty, the installation under your workmanship, the incoming supply, the network or app, or the vehicle itself. Publishing how each is handled, and who to contact, resolves a large share of these enquiries without a visit.
Example conversations
These scripts use information an installer might publish. Your answers should come from your own pages.
Owner: My charger has a red light and will not start. Assistant: The support page explains what the indicator lights mean on the units the company installs and the safe first checks the manufacturer recommends. It also explains what is covered under warranty and what a callout costs otherwise. Could you tell me the make and model, when it was installed and exactly what the light is doing?
Owner: The app says it is offline but the charger looks fine. Assistant: Connectivity issues are often separate from the charging hardware, and the page explains the network the unit uses and how to check it, along with the manufacturer's support route for app problems. If charging still fails after that, the team can arrange a visit.
Owner: Is this covered? It was installed two years ago. Assistant: The page explains the workmanship guarantee on the installation and the separate manufacturer warranty on the unit, including their lengths and what each covers. Could you confirm the installation address so the team can check your record?
Never talk anyone through electrical work
Resetting a breaker, opening an enclosure or checking wiring is not something to guide over a website. Pointing to the manufacturer's published safe checks, and otherwise sending an electrician, is the only acceptable position.
Warranty boundaries need publishing
Owners are frustrated when the installer and the manufacturer each point at the other. Explaining clearly what each covers, and offering to handle the manufacturer claim on their behalf, is a genuine service and a reason to stay with you.
Publish what the indicators mean
A page listing the lights and error codes for the units you install answers a large share of contact and appears in search when owners type an error code at seven in the morning.
Offer a service arrangement
An annual check covering the unit, the connections, the earthing arrangement and the safety devices, following manufacturer guidance. It suits owners who depend on the charger and produces predictable revenue.
Capture the details that shorten a visit
Make, model, installation date, error shown, whether other circuits are affected, whether the car charges elsewhere and whether anything changed recently.
Installation enquiries continue alongside
Survey detail is covered in home EV charger installation enquiries and survey details and EV charger installation questions homeowners ask.
Compatibility questions come before purchase
They are covered in charger compatibility and cable questions before install.
Passing faults into your systems
A captured fault can notify your scheduling or ticketing setup through integrations, and electricians generally are covered in an AI chatbot for electricians.
Getting started
Publish error codes, warranty boundaries and service options, then capture unit details at any hour. SpideyChat for electricians answers from your published pages and never guides anyone through electrical work. Try SpideyChat on your own site, or read about capture on the features page.