Where can I ask a question about the billing of a service call-out?
Overview
This page provides information on our service invoices
Resources on our knowledgebase:
- Our standard charges can be found on 'How do I submit a request to receive a service engineer on site?'
- Our Service Department uses Fault Types to indicate the cause of the service intervention.
These can be used as a guideline to determine if costs are charged or warranty is applicable.
Note that the Fault Types result in a default invoice instruction.
As each service intervention is unique, it is possible that exceptions are made to the default invoice instruction.
Category Fault type Warranty exclusion? Invoiced if within warranty period Brief explanation Request Request for change x callout, labor, parts The charger works but you've requested us to perform a change on-site Delivery Order specification – shipping location x callout, labor, parts Charger is at wrong location due to customer fault Order specification – order fault x callout, labor, parts Mistake in order (made by customer) Order specification – Alfen intern order fault None Mistake in order processing (made by Alfen) Missing parts None Incomplete delivery by Alfen Installation – grid x callout, labor, parts Caused by (for instance failure of the ) local grid Intervention Installation – settings x callout, labor, parts Wrong settings applied during installation (by customer or installer) Installation – physical x callout, labor, parts Installation mistake (charger not connected properly, wrong cable used etc.) Component – exterior EVSE callout Problem with outside of the charger, with no external cause Component – interior EVSE callout Internal component failure with no external cause Component – accessories callout Accessory failure with no external cause Unsolved (Alfen fault) None Soft/Firmware – update firmware x callout, labor, parts Firmware not up to date / Firmware update solved the problem Soft/Firmware – other firmware issue callout Other issue with firmware Soft/Firmware – configuration tool callout Issue was solved with ace service installer Network – Mobile x callout, labor, parts Connection caused the problem in case of non-wired connection Network – Wired x callout, labor, parts Connection caused the problem in case of wired connection External – end user x callout, labor, parts End user caused the problem (e.g. hit the charger with their car) External – chargepoint operator x callout, labor, parts CPO caused the problem (for instance, issue on customer backoffice side) External – collision damage x callout, labor, parts Damage from collision External – vandalism damage x callout, labor, parts Damage from vandalism External - no fault x callout, labor, parts Turns out that the charger is working properly, nothing to fix External – environmental damage x callout, labor, parts For instance, tree falling on charger Vehicle – Residual current x callout, labor, parts RCD tripped Vehicle – Overcurrent x callout, labor, parts Fuse tripped due to EV overcurrent Vehicle – Other x callout, labor, parts Issue is found to be vehicle specific For DE: Eichrecht charge always applies, both during and after warranty This list is indicative of the final invoice advice. Each ticket is reviewed individually and exceptions to the above can occur depending on the situation In case you have an on-site service contract applied to your charger, the callout costs are waived as long as the fault type is not excluded from warranty
Still have a question on a Service Invoice?
In the event you would like to raise a question on an invoice related to service on your charger, this can be done via the below methods.
Via a ticket in our support portal.
Please select 'Service Invoice' in the ‘Invoice Type’ field and complete the request form.
Please select 'Service Invoice' in the ‘Invoice Type’ field and complete the request form.
Via an e-mail to ace.as.invoicing@alfen.com.
Please clearly state the repair and/or invoice number.
Please clearly state the repair and/or invoice number.
Your question will be answered as soon as we can.
We thank you in advance for your patience and understanding.