How to Handle Driver Issue Reports

Handling Driver Issue Reports

Drivers can report problems with your charging station (broken equipment, incorrect information, access issues). Handling reports quickly maintains your reputation and prevents negative reviews.

Why Issue Reports Matter

Benefits of responsive issue handling:

⭐ Prevent negative reviews - Fix issues before drivers leave bad reviews 🔧 Identify problems early - Know about issues immediately 📊 Maintain high ratings - Quick fixes = satisfied drivers 🏆 Build trust - Shows you care about driver experience 💡 Improve service - Feedback helps you optimize operations

Statistics:

• 73% of drivers report issues before leaving negative reviews
• Locations that resolve reports within 48 hours average 0.4 stars higher
• Unresolved reports lead to negative reviews within 7 days (avg)

Types of Issue Reports

Equipment Issues

Common reports:

• Port not working / won't charge
• Connector damaged or stuck
• Display screen blank or error
• Cable too short to reach vehicle
• Charger not delivering advertised power
• Payment system not working

Severity: HIGH - Affects usability directly

Access Issues

Common reports:

• Can't find location (GPS wrong, signage missing)
• Gate/barrier won't accept code
• Parking spots blocked by non-EV vehicles
• Hours incorrect (says 24/7 but gate closed)
• "Customer only" but unclear how to validate

Severity: MEDIUM - Prevents use but fixable

Information Issues

Common reports:

• Pricing different than listed
• Connector types incorrect (says J1772, actually Tesla)
• Power output wrong (says 150 kW, only delivers 50 kW)
• Amenities listed but not available (restrooms locked)
• Hours of operation incorrect

Severity: MEDIUM - Causes confusion and mistrust

Service Quality Issues

Common reports:

• Area dirty or poorly maintained
• No lighting at night (safety concern)
• Equipment vandalized
• Waiting area uncomfortable or unavailable
• No support when equipment fails

Severity: LOW-MEDIUM - Affects experience but not critical

How to View Reports

Dashboard Notifications

1. Go to Dashboard
2. See "Issue Reports" notification badge
3. Click to view all pending reports
4. Or filter by location from dashboard

Email Notifications

You'll receive email when:

• New report submitted for your location
• Report marked urgent by driver
• Multiple reports for same issue (indicates pattern)

Email includes:

• Reporter's description
• Issue type
• Port/station affected (if specified)
• Timestamp
• Link to respond

Report Details Page

Each report shows:

• Issue description (driver's words)
• Issue category (equipment, access, information, etc.)
• Severity (low, medium, high)
• Station/port affected
• Photos (if driver uploaded)
• Reporter contact (optional - only if they opt in)
• Date/time reported
• Status (new, investigating, resolved)

Responding to Reports

Step 1: Acknowledge Quickly

Timeline: Within 24 hours

1. Review report details
2. Click "Acknowledge Report" button
3. Status changes to "Investigating"
4. Driver receives email: "Owner is looking into your report"

Why acknowledge fast:

• Shows you're responsive
• Prevents duplicate reports
• Buys you time to investigate/fix
• Reduces likelihood of negative review

Step 2: Investigate the Issue

For equipment issues:

• Test the reported port/station
• Check error logs (if network-connected)
• Try charging a vehicle
• Check for visible damage
• Contact network support if needed (ChargePoint, etc.)

For access issues:

• Visit location and follow driver's route
• Test GPS coordinates
• Verify signage visibility
• Check gate codes/access systems
• Take photos of current state

For information issues:

• Verify listed info vs reality
• Check pricing at charger vs SpotCharge listing
• Confirm connector types physically
• Test power output if possible
• Review amenities availability

Step 3: Update Report Status

As you investigate:

1. Click "Update Report" button
2. Add investigation notes
   • "Tested Port 2 - confirmed not working"
   • "GPS coordinates verified - correct on map"
   • "Pricing updated to match current rate"
3. Upload photos (optional but helpful)
4. Select current status:
   • Investigating - Working on it
   • Fixing - Repair in progress
   • Resolved - Issue fixed
   • Cannot Reproduce - Tested and working
   • Won't Fix - Issue by design (with explanation)

Driver sees updates in real-time (if they check report status)

Step 4: Fix the Issue

Equipment issues:

If you can fix immediately:

• Reset charger
• Clear error codes
• Repair visible damage
• Replace broken connector
• Update to "Resolved" with notes

If repair needed:

• Schedule technician
• Mark port "Out of Service" on listing
• Update report: "Technician scheduled for [date]"
• Notify when fixed

If unfixable short-term:

• Mark port "Decommissioned" if permanent
• Update report with timeline
• Suggest alternate ports if available

Access issues:

• Add clearer signage
• Update GPS coordinates
• Fix gate codes
• Add access instructions to listing
• Take photos showing improvements

Information issues:

• Update listing immediately
• Correct pricing, hours, connector types, amenities
• Add clarifying notes
• Respond to report: "Listing updated, thanks for catching this!"

Step 5: Resolve and Close

When issue is fixed:

1. Click "Resolve Report" button
2. Add resolution notes:
   • "Port 2 repaired and tested - now operational"
   • "GPS coordinates corrected - thanks for the report!"
   • "Pricing updated to current rate of $0.30/kWh"
3. Upload after photos (optional)
4. Check "Notify reporter" (sends resolution email)

Reporter receives:

• "Your report has been resolved"
• Your resolution notes
• Invitation to try again and confirm fix

Response Templates

Equipment Fixed

Thank you for reporting the issue with Port 2. Our technician
repaired the connector yesterday and it's now fully operational.
We tested it this morning to confirm. We appreciate you letting
us know—reports like yours help us maintain quality service!

Equipment Still Broken (Timeline)

Thanks for the report. We've confirmed Port 2 isn't working and
ordered a replacement part. Repair is scheduled for Friday, Dec 15.
We've marked it "Out of Service" on our listing. In the meantime,
Ports 1, 3, and 4 are all working. Sorry for the inconvenience!

Information Updated

You're absolutely right—our listing showed $0.25/kWh but the
actual rate is $0.30/kWh. We've updated the listing to reflect
the correct pricing. Thank you for catching this!

Access Issue Resolved

Thank you for reporting difficulty finding our chargers. We've
added clearer signage and updated our access instructions:
"Enter via North entrance, chargers are on Level 2 near
elevator B." Should be much easier to find now!

Cannot Reproduce

Thanks for the report. We tested Port 3 this morning and it
charged our test vehicle successfully (7.2 kW as advertised).
The issue may have been temporary. If you experience this
again, please report it and we'll investigate further. Sorry
for the trouble!

Won't Fix (With Explanation)

Thank you for the feedback about cable length. Our ChargePoint
cables are 18 feet (standard length). We understand some vehicles
with rear charging ports may find this tight. Unfortunately,
replacing all cables isn't feasible, but we appreciate the input
and will consider it for future upgrades.

Best Practices

DO:

✅ Respond within 24 hours - Shows responsiveness ✅ Thank the reporter - Appreciate the feedback ✅ Be specific - "Port 2" not "the charger" ✅ Give timelines - "Repair scheduled for Friday" ✅ Update your listing - Fix the underlying issue ✅ Test after repairs - Confirm it's actually fixed ✅ Follow up - Mark resolved when complete ✅ Learn from patterns - Multiple reports = systemic issue

DON'T:

❌ Ignore reports - Leads to negative reviews ❌ Blame the driver - "You're using it wrong" ❌ Make excuses - Own the issue ❌ Promise what you can't deliver - Be realistic ❌ Mark resolved if not fixed - Honesty matters ❌ Get defensive - Stay professional ❌ Skip listing updates - Prevent future reports

Handling Difficult Reports

Vague or Unclear Reports

Example: "Charger doesn't work"

Your response:

Thanks for the report. To help us fix this, could you provide
more details? Which port number? What error message did you see?
Did the charger not start, or did it stop mid-session? Any info
helps us diagnose. You can reply to this report or email us at
[your email].

Then:

• Test all ports to try to reproduce
• Check recent session logs (if network-connected)
• Make best effort to identify issue

Reports You Disagree With

Example: "Chargers are too expensive at $0.40/kWh"

Your response:

Thank you for the feedback. Our pricing at $0.40/kWh reflects
our costs for equipment, maintenance, and prime downtown location.
We offer monthly memberships for $15/month that reduce rates to
$0.30/kWh if you're a frequent user. We appreciate your input!

Tone:

• Polite but firm
• Explain reasoning
• Offer alternatives if possible
• Don't apologize for valid business decisions

Reports About Things You Can't Control

Example: "Non-EV cars keep parking in charging spots"

Your response:

We're sorry this happened. We've added "EV Charging Only" signage
and contacted our parking enforcement team to monitor more frequently.
Unfortunately, we can't guarantee these spots won't be blocked, but
we're working to minimize it. Thanks for the report!

Actions:

• Do what you CAN control (signage, enforcement calls)
• Acknowledge limitations
• Show you're making effort
• Ask security/parking management to help

Preventing Future Reports

Proactive Maintenance

Regular checks:

Weekly:

• Test each port
• Check for visible damage
• Verify chargers are clean
• Ensure signage is visible

Monthly:

• Deep clean chargers and area
• Verify pricing matches listing
• Check all amenities are available
• Update photos if anything changed

Quarterly:

• Full equipment inspection
• Review all listing information
• Test driver experience end-to-end
• Update based on review feedback

Monitor Patterns

If multiple reports mention:

Same port:

• That port is failing - prioritize repair
• May need replacement, not just fixes

Access/signage:

• Add more signs
• Update GPS coordinates
• Improve lighting
• Add landmarks to description

Pricing confusion:

• Make pricing clearer on charger and listing
• Add explanation of fees
• Post signage at location

Hours/access:

• Verify hours are accurate
• Note any restrictions clearly
• Update for holidays/closures

Report Analytics

Track report metrics:

📊 Total reports - How many overall 📈 Reports per month - Trending up or down ⏱️ Average resolution time - How fast you fix issues ✅ Resolution rate - % of reports resolved 🔧 Issue types - What categories are most common

Use data to improve:

High equipment reports:

• Invest in better equipment
• Increase maintenance frequency
• Train staff on common issues

High information reports:

• Audit listing for accuracy
• Add more detail to reduce confusion
• Update photos to show reality

High access reports:

• Improve signage
• Add better instructions
• Consider property improvements

Integration with Reviews

Reports vs reviews:

Driver reported issue:

• You respond and fix it
• Issue resolved within 48 hours
• Outcome: Driver doesn't leave negative review

Driver didn't report issue:

• They leave negative review instead
• You learn about it too late to prevent
• Outcome: Negative review stays, affects rating

Strategy: Make reporting easy:

• QR code at chargers linking to report form
• "Having issues? Report here" signage
• Fast response time encourages reporting over reviewing

Related Articles

• Responding to Reviews
• Adding Charging Stations
• Managing Charging Ports
• Optimizing Your Listing

Need Help?

Questions about handling issue reports? We're here to assist.

Contact Support or check our Help Center