Summary
– Problems with charging a Kia EV9 at Francis Energy stations in New Mexico led to wasted time and inconvenience
– An expired card caused the charging issue, but customer support was unable to provide real-time assistance
– Third-party support for smaller charging companies may limit the ability to resolve charging errors and billing issues promptly
– It is crucial for smaller charging companies to succeed to meet the increasing demand for EV charging
– The reliance on third-party support highlights the need for improvements in troubleshooting and customer service in the EV charging industry
Article
The author shares their experience of having trouble charging a Kia EV9 at Francis Energy stations in New Mexico. Despite calling customer support, they were unable to charge and had to resort to charging at a Level 2 station and driving slowly to make it home. The author wasted about 4 hours and did not find out the reason for the charging issue until days later when they were notified that their account had a problem due to an expired card. The customer support representative at Francis Energy was defensive and mentioned that they had sent several emails about the expired card.
The author points out that customer service representatives from other charging networks like Electrify America, EVgo, and Blink are able to assist with various issues such as resetting stations, checking error codes, and helping with billing problems. However, Francis Energy’s phone support is handled by a third-party company, limiting the services they can provide to only starting a charging session. This lack of comprehensive support resulted in the author not being able to resolve their charging issue on the spot, leading to frustration and inconvenience.
The author highlights the importance of smaller regional and local charging companies in the EV charging infrastructure. While big names like Tesla and Electrify America garner attention, smaller companies play a crucial role in expanding EV charging accessibility. However, many of these smaller providers may rely on third-party support and software, which can hinder the effectiveness of customer service. The author emphasizes the need for these smaller charging companies to succeed in order to support the growing demand for EV charging.
The article emphasizes the significance of addressing the issues faced by smaller charging companies to ensure the success of EV adoption. With the increasing need for EV charging infrastructure, it is crucial that all charging companies, regardless of size, are able to provide reliable and efficient services to EV drivers. By identifying and resolving the challenges faced by these companies, the author believes that the EV industry can continue to grow and thrive.
In conclusion, the author recommends that support and resources be directed towards assisting smaller charging companies in overcoming their operational challenges. By addressing issues such as limited customer support capabilities and reliance on third-party services, these companies can enhance their services and contribute to the expansion of EV charging infrastructure. It is essential for the industry to work together to ensure that all charging companies have the necessary support to meet the growing demand for EV charging services.
In summary, the article recounts the author’s experience with charging issues at Francis Energy stations and highlights the limitations of third-party customer support in resolving such problems. The author stresses the importance of smaller charging companies in the EV charging landscape and advocates for addressing the challenges faced by these companies to support the growth of EV adoption. By improving support and resources for smaller charging providers, the industry can ensure reliable and efficient EV charging services for drivers.
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