How EV Infrastructure Providers Manage EV Charger Warranties with Clarity

As electric vehicle adoption grows across the globe, the demand for charging infrastructure is rising fast. But with that comes a new set of operational and legal challenges—particularly when it comes to EV charger warranty management.

Many clients assume that once a charger is installed, any future issues will be covered automatically. That’s rarely the case. The reality is that warranty responsibilities are split between the manufacturer and the installer, and failing to clarify those roles can lead to customer disputes, lost revenue, and legal headaches.

This article explores how EV infrastructure providers can manage charger warranties with clarity and transparency. Whether you’re a CPO, contractor, or service provider, these best practices will help you protect your business and improve client trust.

Understanding Manufacturer vs. Installer Responsibilities

One of the biggest sources of confusion in EV charger warranty management is the split between what the manufacturer covers and what the installer is responsible for.

Manufacturer Warranty Typically Covers:

• Charger hardware and internal components
• Manufacturing defects
• Replacement of faulty parts (sometimes shipping is included)
• Limited service labor if performed by authorized personnel

Installer (or Infrastructure Provider) Typically Covers:

• Installation quality and workmanship (for 6 to 12 months)
• Site integration (e.g., cabling, mounting, grid connection)
• Commissioning support
• First-line diagnostics or on-site inspections

Clients often mistakenly believe that any problem post-installation is covered by the manufacturer. That’s why defining and documenting responsibilities is crucial.

The Importance of Clear Client Communication

When customers don’t know who to contact or what’s covered, frustration builds fast. To avoid misaligned expectations, you need to be proactive in how you communicate warranty terms.

Best Practices:

• Provide a warranty summary document at the time of commissioning
• Explain who to contact for each type of issue (hardware vs. installation)
• Clarify the length of coverage for both product and service
• Mention any fees for site visits not covered under warranty
• Use client-friendly language and avoid technical or legal jargon

Clear communication builds trust, reduces support tickets, and protects your team from scope creep.

Creating a Clear and Professional Warranty Cover Letter

One of the most effective tools in EV charger warranty management is a customized cover letter that explains the scope and limitations of the warranty.

What to Include in the Warranty Cover Letter:

1. Charger Information:
   • Model, serial number, manufacturing date
   • Installation date and commissioning date
2. Warranty Periods:
   • Manufacturer’s hardware warranty: typically 12 to 36 months
   • Installation service warranty: typically 6 months
3. What’s Covered:
   • List of covered parts (e.g., motherboard, display, connectors)
   • Coverage of labor (if any)
4. What’s Not Covered:
   • External cables, abuse, vandalism, electrical surges
   • Misuse or non-authorized repairs
   • On-site inspection fees after the service warranty ends
5. Who to Contact:
   • Technical support vs. warranty claims
   • Email and phone contacts for each
6. Reference to Manufacturer Warranty File:
   • Attach the full PDF or physical copy of the manufacturer’s terms

A well-crafted letter avoids misunderstandings and adds professionalism to your client handover process.

Managing Service Charges Post-Installation

Once the service warranty ends (typically after 6 months), many infrastructure providers face client resistance when charging for inspections, diagnostics, or labor.

To avoid conflicts:

• Mention service fees upfront in the cover letter
• Offer optional maintenance agreements or extended service plans
• Clearly differentiate between hardware warranty and labor costs
• Include estimated costs for common services (e.g., AED 250 for inspection)

Legal clarity at this stage ensures you get paid for your time while keeping the client relationship positive.

Legal Tips: Clarify Exclusions and Limitations

A common legal mistake is using vague language in the warranty communication. Be specific, especially about:

• Cable Exclusions: Most EV charger cables wear out from usage and are often excluded
• Client Responsibility: Clients must notify within X days of any issue
• Force Majeure: Events like floods, lightning, or vandalism usually void warranty

When in doubt, have your legal team review the standard warranty template and customize it for each project.

Conclusion

Managing EV charger warranties isn’t just about fulfilling obligations—it’s about building a framework that protects your team, supports your clients, and prevents disputes. By clearly defining manufacturer vs. installer responsibilities, using a customized cover letter, and clarifying exclusions, you position your EV infrastructure business as reliable and professional.

Clear processes today reduce problems tomorrow.