When a customer sends a screenshot showing power below promotional figures, first identify the vehicle and charger used. Charger ratings, conditions in vehicle documentation and instantaneous display values are not interchangeable. Do not immediately diagnose a vehicle fault or call the behavior normal without checking.
The US Department of Energy's AFDC charging equipment guidance explains that charging time depends on battery condition, onboard charging capability and equipment, while actual power also relates to the vehicle and state of charge. This supports collecting process information, not a particular candidate's charging curve or time.
Establish What the Customer Is Comparing
Request the complete promotional source and version, checking whether it describes equipment capability, vehicle peak power or time over a defined interval. Restore missing notes before comparison. Do not isolate a number and remove its conditions.
Identify the actual charger and connection method. Information for different equipment or versions may not apply, so align the comparison first. Retain original units and distinguish power, energy and added driving range.
Sales should also review whether they previously described peak power as speed throughout the session. If the statement exceeded its source, clarify the conditions promptly rather than using complex terminology to obscure the earlier promise.
Request Records from the Same Charging Session
Where safe, retain station and equipment identifiers, start and end states, messages and transaction records. For account screenshots, ask customers to conceal payment credentials and unrelated information rather than exposing sensitive details.
| Material Received | What It Helps Establish | Limitation When Used Alone |
|---|---|---|
| Equipment label or station information | Equipment identity and specifications | Does not prove this session's output |
| Vehicle charging screen | What the vehicle displayed then | Cannot reconstruct the full process |
| Operator transaction record | Session and billing information | Does not diagnose a vehicle fault |
| Abnormality message | Issue requiring service investigation | Does not permit sales to guess the failed component |
State missing records honestly. Do not ask customers to charge repeatedly on abnormal equipment to complete evidence or instruct them to dismantle or modify connectors.
Seek Support at the Relevant Stage
Ask operators about station identity, transactions and equipment status; refer vehicle warnings and technical conditions to vehicle service. Retain originals when information conflicts and continue investigating rather than assigning responsibility directly to customer operation.
Chile's Energy Ministry EcoCarga query guidance can locate equipment and related information. Map records are location references, not proof that a session was normal or a promise of current equipment condition on the operator's behalf.
For damage, odors, abnormal heat or alarms, stop use under equipment and vehicle requirements and seek service. An explanation of changing power does not replace on-site safety handling.
Close the Issue with a Verifiable Reply
Separate confirmed conditions, matters still requiring service checks and information the buyer can obtain next. If the difference is only the measurement basis, explain it precisely. If the cause remains unknown, retain pending investigation status.
Future quotations and training should not describe instantaneous peaks as sustained output. Where customers ask whether charging suits their tasks, discuss supported process records. A screenshot of the highest value cannot establish guaranteed completion time.
Use Starvia's inquiry information guidance to send the corresponding specification and precise question to the supplier. Documentation discussions with Starvia Automotive do not replace diagnosis by Chilean operators or vehicle service providers.
FAQ
Is the charger's marked power what the vehicle should continuously achieve?
Not automatically. Vehicle conditions and the session process also matter. Equipment ratings do not guarantee full-session output.
Can one low-power screenshot prove a vehicle fault?
It is insufficient. Collect the matching session, vehicle state and warning information for assessment by the appropriate service provider.
Does no alarm establish that equipment is fault-free?
Absence of an alarm alone cannot rule out abnormalities. Review actual records and service findings without asking customers to take risks through repeated attempts.
Can the highest displayed power calculate the whole charging time?
Do not treat an instantaneous value as constant throughout. Corresponding reliable information or records are needed; the peak alone cannot support a time promise.
Send redacted vehicle version, equipment identity and issue records through the Starvia contact page or WhatsApp, specifying the vehicle information requested. Relevant service providers still handle on-site faults.
References: AFDC charging equipment guidance; Chilean Energy Ministry EcoCarga guidance; Starvia inquiry information guidance. This article diagnoses no specific fault and promises no charging power or duration. Information checked on: 2026-09-04.