Do EVs have feelings? No. But, you may get that customer in your shop where a customer may state that they âfeelâ something has changed. In the case of EVs, they can feel their range is reduced or it is taking too long to charge their vehicle. They could be on to something, or the changes in range and charging could be caused by external forces.
This is where customer communication becomes an art. Using the words âfeelâ or âit seemsâ in their description of a problem could be a vague symptom and highly subjective. These complaints will always require more context from the customer and vehicle.
Ask them when the fault occurred and what were the conditions. Changes in ambient temperature can have just as much impact on range and charging times as an unbalanced battery. With the information from the customer, you can replicate the condition to confirm the complaint. The goal is to capture the complaint, not solve the issue at the front counter.
The most important thing to remember is that the battery management system can spot a problem with the battery long before a customer âfeelsâ they have a problem. EV and PHEV battery packs can have more than 250 individual batteries. The batteries are arranged in 10 or more groups with sensors to measure internal resistance, temperature and overall output.
So, if a customer notices they have only 120 miles of range when they once had 135 miles, it could be for various reasons. Any battery degradation detected by the management system will result in reductions in range and increased charging times due to the changes in internal resistance in the battery.
The other item to look at is the weather. Many EV drivers may notice a reduction in range and increased charging time when the seasons change. This is 100% normal. The thermal management system will consume some of the power from the battery to keep it at the optimal temperature. So, the energy is used to power coolant pumps and the HVAC system instead of the battery powering the drive motor.
The other item to look at is the weather. Many EV drivers may notice a reduction in range and increased charging time when the seasons change. This is 100% normal. The thermal management system will consume some of the power from the battery to keep it at the optimal temperature. So, the energy is used to power coolant pumps and the HVAC system instead of the battery powering the drive motor.
Most EV manufacturers will issue a technical service bulletin (TSB) with the update and how to deal with customer complaints. If you have a scan tool that can communicate with the battery pack, you might have the option to calibrate or reset the battery pack. This special test âslashâ procedure will measure the state of health of the batteries and reset the charge and discharge adaptations for the real health of the battery.
The one question you need to ask a customer with the case of the feels, is how do they charge the vehicle? Many problems with charging and range can often be traced back to a charger or even the charging port on the vehicle. This can frequently lead you to a solution that does not include the vehicle. It is also a reason to install a class-2 charger at your shop for diagnostics.
This video is sponsored by BendPak.
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