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How to report supercharger problems

Discussion in 'Charging Standards and Infrastructure' started by jpl, Oct 2, 2016.

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How would you report a problem at a Supercharger station?

  1. Call Roadside Service

    70.0%
  2. Something else (including doing nothing)

    30.0%
  1. jpl

    jpl New Member

    Joined:
    Mar 18, 2015
    Messages:
    2
    Location:
    United States
    I stopped at the Hamilton Township New Jersey Supercharger station on my way back from Pennsylvania, plugged in my Model X, and went into Barnes and Noble to kill some time. After perhaps 15 minutes, I checked the Tesla app on my mobile phone, and saw that it said "charging stopped". I went back to the car, opened the door, and, sure enough, there was a yellow warning message on the dash that said something like "cannot continue charging, disconnect, reconnect and try again". So I disconnected, reconnected, waited until the mobile app got past "starting charging", and the app and dashboard both reported the "stopped, try again" message. I tried one more time, this time watching the dashboard. It went through the "starting charging" phase, then failed again. At this point, it seemed prudent to try the charger next to mine. I did so, and the dashboard went from "starting charging" to "1 hour remaining". But I thought, "What if I hadn't noticed that the charging had failed?" So I called roadside service, selected Supercharger problems, and reported my experience. I was somewhat surprised that the answer was "If you aren't having problems now, that's what's important." But that's not why I called, and it's not all that's important. It was dumb luck that I checked the app before returning to the car, expecting enough mileage to get home. I was hoping to hear that someone would check out the unit, so someone less lucky wouldn't waste an hour. I was tempted to hang a piece of paper on the charger, saying "this might be defective". But I had no paper, it COULD have been my fault (although three fails at one station and instant success at the station next to it makes this seem unlikely), and it seems very "low tech". I got the impression that the guy on the phone was able to check the status of the charger I had problems with, which would be great. But I'd hate to think that by just dropping the issue, I compounded a problem for some other Tesla driver.
     
  2. jeffro01

    jeffro01 Active Member

    Joined:
    Jan 30, 2013
    Messages:
    1,164
    Location:
    SF Bay Area
    Welcome.

    A couple of suggestions if I may.

    1. When charging, especially supercharging, don't walk away until you see charging actually going with the green light around your charge port flashing quickly

    2. Make sure the alerts are enabled on your Tesla app on your phone so that way if it is interrupted, you get notified

    3. It is very difficult for Tesla to troubleshoot supercharger issues after the fact so most users tend to do what you did and move to another spot. Certainly reporting the problem to Tesla is helpful and you absolutely should do so.

    Hope some of that helps.

    Jeff
     
  3. Tam

    Tam Active Member

    Joined:
    Nov 25, 2012
    Messages:
    1,048
    Location:
    Visalia, CA
    You did the right thing by calling Roadside Assist to report on Supercharger issue. Yes, the operator can check on the status of a supercharger and reboot it remotely if necessary.

    Lesson to learn here is remember to stock up some writing paper, tape and pen in your Tesla :)
     

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