An owner sends a message on a Sunday evening. The charger will not start, the car is on twelve percent, and she has a journey in the morning. She does not know whether the fault is the charger, the car, the app or the house.
What she needs is six questions, in order, tonight.
Most faults are not the unit
A tripped device in the consumer unit, a vehicle that has not woken, a scheduled charging setting, a lost network connection or a loose connector seated badly. All of them look identical to the owner and most are resolved in minutes.
Ask the questions in the right order
Is anything showing on the unit, what colour or code, has anything in the consumer unit tripped, does the car charge anywhere else, has anything changed recently and when did it last work.
Example conversations
These scripts use information an installer might publish. Your answers should come from your own pages and should never ask anybody to open equipment.
Owner: My charger has stopped working. Assistant: The troubleshooting page walks through the first checks, including what the indicator colours mean and whether anything has tripped in the consumer unit. Could you tell me what the unit is showing, whether the car charges elsewhere, and when it last worked? That will tell the engineer whether this needs a visit.
Owner: There is a red light and an error code. Assistant: The page lists the codes for the units we install and what each one indicates. Could you send the exact code and a photograph of the unit? I will pass it to the team with your address so they can bring the right part if a visit is needed.
Owner: It worked yesterday and nothing has changed. Assistant: Something usually has, and it is often a scheduled charging setting, an app update or a tariff change. The page explains where to check those. Could you confirm whether a charging schedule is set, and whether the app is connected?
Publish a troubleshooting page per unit
Indicator meanings, common codes, the first three checks and what each result indicates. It resolves a large share of contacts and it is the page owners search for at eleven at night.
Be clear about what an owner should not touch
Anything requiring a cover to come off, anything inside the consumer unit beyond resetting a device, and any visibly damaged cable. Saying so protects them and saves an argument later.
Establish the age and the warranty route
Installation date, unit model and serial. It decides whether the manufacturer, the installer or a chargeable visit is the right route, and it should be established before anybody is dispatched.
Publish your call-out terms
What a visit costs, what happens if the fault turns out to be the vehicle, what is covered under your workmanship and how quickly you can attend. Owners want the position before they agree.
Explain the vehicle side honestly
A meaningful share of reported charger faults are vehicle or cable issues, and sending somebody to a dealer rather than charging them for a visit builds the reputation that brings the next installation.
Publish the maintenance position
Point to the manufacturer's own inspection and maintenance recommendations for the units you fit, rather than inventing a schedule. It is accurate and it opens a legitimate servicing conversation.
Offer a servicing arrangement
Periodic inspection, connector checks and firmware. Many owners want it and almost nobody offers it, which is the aftercare ground in charger fault and servicing questions after installation.
Commercial sites are a different service level
Response times, multiple units and downtime cost are covered in workplace charging enquiries from businesses, and the same fault triage pattern appears in heater and pump fault enquiries from pool owners.
Getting started
Publish a troubleshooting page per unit and your call-out terms, then triage faults at any hour rather than staffing evenings, which is the arithmetic in an AI receptionist for personal trainers. SpideyChat for electricians answers from your published pages. Try SpideyChat on your own site, or read about capture on the features page.