When taking a charging complaint, first ask whether the vehicle could begin charging, when it stopped, and what the equipment and the instrument displays showed at the time. Until checks are completed, record the direction as pending investigation instead of concluding directly that the battery is damaged or the station supply is faulty.
Make the Records Cover One Complete Attempt
Record the exact version of a BYD Seagull, the equipment number, the connector and when the problem occurred. Do not keep trying a connection component that is damaged or abnormally hot; deactivate it under the safety procedure and contact qualified personnel, and do not use the model page to guarantee equipment compatibility.
| Record | Provided by | Used to check |
|---|---|---|
| Vehicle prompts | Customer and the vehicle service party | Anomalies on the vehicle side |
| Equipment records | Charging operator or installer | Session status and fault logs |
| Site conditions | Site person in charge | Usage and power-supply environment |
The intake form lets the customer describe, from the actual experience, the state before connecting, the display after the attempt started and what happened when it stopped. Reception staff keep the original screenshots and note whether they came from the customer or from staff observation; a missing stage is listed as to be supplemented, and the customer is not asked to repeat an unsafe attempt to produce a picture.
The customer may be asked to provide equipment identification and prompt content within a safe and authorized scope; site material is completed by the person in charge. Times and session information from different sources are kept separately, and when organizing, first check whether they point to the same attempt. Screenshots that cannot be matched are not casually stitched into a complete sequence.
Clarify Intake First; Do Not Prejudge Costs
HSE safety material helps define responsibility for repair work; it is not Uruguay's standard for fault assessment. The consumer complaint channel should still be mentioned; diagnostic costs and who ultimately bears them are confirmed separately under the applicable agreements.
When assigning tasks, vehicle-side issues go to the vehicle service party, equipment records to the relevant operator or installer, and site conditions to the person in charge of the location for explanation. Each request carries the existing evidence and the open questions, so the recipient knows what to confirm. Until the responses come back, the intake person does not assign fault responsibility on behalf of any party.
Agree in advance on who consolidates the progress and reports back to the customer, with the other roles supplying confirmed results and the next steps. When opinions contradict each other, keep each side's check conditions and ask the people involved to continue verifying. Cost approval is separate from fault identification; inspections or repairs not yet confirmed are first explained together with their conditions.
Worked example where vehicle and equipment records cannot be matched
Example only; the contract and the physical vehicle prevail. A customer reports a charging failure for a given VIN, but the session the equipment operator found does not match the customer's description. The intake person can first check the equipment identity, the time of the attempt and the original screenshots, confirm separately with the customer and the equipment party, and for the time being not treat the log as the conclusion for that failure.
Only after the records match do the relevant professionals decide the inspection scope. If the customer can later charge under other conditions, record the new situation separately without overwriting the original failure experience. When reporting back, state the changes already confirmed and the questions still to be judged, so that a later successful attempt is not used to deny the customer's original complaint outright.
FAQ
Does charging successfully at another station prove the vehicle is fine?
It only shows the conditions changed; the judgment still needs to be combined with the failure records.
Must the customer check the electrical circuit personally?
Non-professionals should not be asked to carry out hazardous electrical checks.
Is keeping only the failure screenshot enough?
It must still be matched to the vehicle, the equipment, the time and the complete set of symptoms.
Who gives the customer consolidated progress updates?
A designated intake person consolidates each party's confirmed results, so the parties cannot pass responsibility to one another.
When reporting a charging problem, provide de-identified warning photos, the equipment type and the conditions at the time, via the Starvia contact page or WhatsApp.
Public references: Uruguay consumer consultation and complaint; HSE safety for working on electric and hybrid vehicles. Information checked on: 2026-09-03.