How do EV-Box’s service processes work?

What does Libra Energy need from you as a customer?

  • Of all the manufacturers in our range, EVBox’s RMA process is the most laborious and strict. We ask for your understanding in this regard.
  • The EVBox RMA is the starting point. As an installer, you can submit this yourself to EVBox online in the portal.
  • Very important: The charger must be connected and online at the time of submitting the EVBox RMA so that the manufacturer can look at it remotely. If you change the charger first and only then try to start the RMA process, EVBox will not want to help you further. EVBox makes no exceptions to this. Libra Energy therefore no longer has any options to intervene and provide a solution.
  • So for a charger problem analysis, technical support or agreement to change a defect, the installer should always first make a report in the EVBox portal.
  • On-site telephone support is available by calling 088-7755450.
  • It sometimes happens that EVBox chooses to send a technician to the charger instead of directly approving a swap. Unfortunately, this always involves costs, so Libra Energy will try to avoid such a visit. We will only pass on the costs to the installer if the EVBox technician’s report shows that it was not a product fault. In this we will always follow EVBox’s judgement. Consider:
    • Configuration errors.
    • Defects caused by the actions of the installer, end user or third parties.
    • Problems caused by the environment in which the charger is placed.
    • If it appears that the warranty has expired.
  • Only when EVBox agrees in the portal to change the charger can you report to Libra Energy for a replacement model. To start that process, as for all warranty requests, our RMA form must first be completed.
  • In your Libra Energy RMA, refer to the EVBox ticket number in which the manufacturer states that the charger may be swapped. Always mention the serial number and EVB-P number of the charger in your Libra Energy RMA.
  • It is then up to Libra Energy to submit a ticket to EVBox. In it, we refer to your ticket number and ask for approval to send you a new charger.
  • Provided stock is available, we will send the replacement charger after the green light from EVBox. If there is no stock, we will have to transfer the warranty request back to EVBox.
  • EVBox will collect the defective charger from you after the chargers have been exchanged. They will communicate with you about this in the ticket you submitted at the beginning of this process. Please make sure it is properly packed and ready for transport.

What can you pick up with EV-Box yourself?

Firstly, of course, the RMA process as described above. In addition, EV-Box has a fairly extensive knowledge database online Here you can find solutions to many technical problems.