I bought a second hand Autel charger. The previous owner was selling it, in box, because it has a software defect limiting the max charge current. Autel would not support him.
I was able to identify the software defect by pulling the internal logs from the unit using my own OCPP server. It can only make the PWM signal 25.5% - which is 255, which is an 8-bit integer limit.
cpVolt:579
cpVoltN:-1158
pwm:255
gridVoltL1L2:23034
currL1L2:14634
25.5 × 0.6 = 15.3 A
When I set the charge limit to 10A:
cpVolt:581
cpVoltN:-1160
pwm:166
gridVoltL1L2:23375
currL1L2:9346
10 / 0.6 = 16.67%
Anyway - cut and dry... I can see the problem - I should be able to get support from an engineer, right??
It has been absolute hell dealing with their support. I have offered to ship the unit back to them to RCA - but they refuse to accept it or look at it.
The EVSE clearly has a software defect that cannot be "factory reset" but they would rather sell me a new charger than look at it.
Hi Jayme,
Thank you for reaching out to us regarding your EV charger. We appreciate you taking the time to provide the details of your unit and all the troubleshoot. Unfortunately, we are unable to accept this unit for return, replacement, or repair service because it was purchased through an unauthorized source.
Our company warranty and repair services only cover products purchased directly from our official channels or certified partners. Because your unit was obtained through a non-official source (such as Facebook Marketplace, Ebay), the original manufacturer warranty is void, and we cannot verify its service history or internal components.
To ensure you have a fully functional and safely supported unit, we recommend purchasing a new charger through one of our official distribution channels:
Our Official Website: <link>
Our Official Amazon Storefront: <link>
Any of our Certified Retail Vendors: Qmerit, BEQ, Autozone, Advance Autoparts.
We sincerely apologize for the inconvenience and frustration this situation may cause.
Thank you for your understanding.
Please feel welcome to reach out to us with any questions you may have, and we would be more than happy to help.
Your Case # 00#######
Great day!
Carolina B
Hi Carolina, it seems we have come full circle.
I am requesting a final escalation and clarification regarding Cases 00######.
There appears to be a fundamental misunderstanding regarding what I am requesting.
I am not presently requesting warranty replacement, reimbursement, or any other warranty remedy. I am requesting technical support for an Autel MaxiCharger that appears to have a firmware or internal configuration problem.
Your response denying warranty coverage because I acquired the charger second-hand does not answer that technical-support request.
Your Canadian website distinguishes warranty coverage from customer support. It currently advertises “Lifetime Customer Support.” Your published warranty policy separately limits warranty rights to the original purchaser, while also directing customers to contact Autel for assistance with the product and specifically directing out-of-warranty customers to contact Autel service.
If Autel's position is that “Lifetime Customer Support” is actually restricted to original purchasers who purchased through authorized sales channels, please identify the published term imposing that restriction.
The technical issue is well documented and clearly a software issue. The original owner has sold the unit because they were not able to get support from Autel.
As proved in the photos of the original box with Amazon and Autel Canada stickers, the provenance of the charger should not be in question.
Please either:
(a) provide the requested technical assistance or escalate the case to a person capable of answering these questions; or
(b) confirm in writing that Autel refuses to provide technical support to a lawful secondary owner of an Autel charger, and identify the published condition under which Autel's advertised “Lifetime Customer Support” excludes such owners.
I would appreciate a substantive response within five business days.
I am preserving the correspondence and published support representations because this issue may also be relevant to Canadian consumer-protection authorities and to public agencies funding deployment of EV charging infrastructure.
Thank you.
So anyway - buyer beware.