We would hereby like to note that the troubleshooting and warranty processes for the new generation of wallbox charging stations is changing.
General
The Mercedes-Benz Wallbox Home and smart Wallbox Home are charging stations for private or business use. They provide quick, safe and comfortable charging of electric vehicles and plug-in hybrid vehicles.
From around the end of July 2018, the following variant is available for Europe:
Mercedes-Benz Wallbox Home (Part number A 000 906 74 08)
The following identical version in the smart design is to follow at around the end of November 2018:
smart Wallbox Home (Part number A 000 906 74 08)
Installation
The wallbox charging station must be installed by a qualified electrician as per the regional specifications. The customers can choose the qualified electrician. The Wallbox installation service which has been offered in Europe since 2016 is not compatible with the Wallbox Home. However, it is valid for the predecessor model of the Mercedes-Benz Wallbox/smart Wallbox until the end of 2018.
Further information on the Mercedes-Benz Wallbox Home and the smart Wallbox Home are found in the launch letter "Service & Parts Launchletter Wallbox Home" from July 2018.
Fault rectification
The chapter "Troubleshooting" in the installation instructions describes how to detect error states and which measures must be taken in order to rectify the error. The installation instructions can be found at http://www.yourwallbox.de
Mercedes-Benz Wallbox Home warranty processing
For the Mercedes-Benz Wallbox Home (Hardware), as in the normal parts business, a purchase contract between the authorized service partner and the customer is generated. If the customer has reason to make complaints concerning the Mercedes-Benz Wallbox Home (Hardware), the familiar after-sales processes fundamentally apply. The authorized service partner is the customer's contact for a defective Mercedes-Benz Wallbox Home.
Processes for a customer complaint
Customer contacts the authorized service partner if problems occur
Material defect claims are processed via the usual warranty process with the authorized service partner. For this, the Mercedes-Benz Wallbox Home must always be with the service partner. The service partner checks whether the existing fault has been caused by the vehicle or by the wallbox charging station. To verify the error cause, use the following list of questions:
1 Can the vehicle be charged with a mode 2 or mode 3 cable?
If yes, a fault in the wallbox charging station is very likely.
2 Does the wallbox charging station and/or the charging cable show signs of damage?
Impaired charging function. If improperly used, the customer bears the costs. The warranty is invalid.
3 Was the wallbox charging station installed by a qualified electrician?
If the installation, commissioning and maintenance was done improperly and was not carried out by a qualified expert, Daimler AG is not liable.
4 Was the test mode carried out during installation?
If not, please carry it out.
5 Have the fault codes been read out as described in the installation instructions?
If an error occurs when operating the Mercedes-Benz Wallbox Home, this is shown via a multi colored LED display in the lower area of the housing cover. Please read about fault states and solutions in the attached installation instructions or at http://www.yourwallbox.de.
Faulty installation of the Mercedes-Benz Wallbox Home can cause damage. Therefore, it is essential that a qualified electrician carries out the installation and commissioning. Only then is the warranty fully valid.
For safe operation, the Mercedes-Benz Wallbox Home must be protected by a circuit breaker in the house installation and by the integrated fault circuit breaker. If an error occurs, the cause must be located unequivocally. Fault states and solutions are listed in the installation instructions.
Customer contacts the CAC if problems occur
If the customer contacts the CAC if problems occur, operation faults and possible vehicle faults are ruled out with targeted questions.
If there are indications of a defective Mercedes-Benz Wallbox Home, the CAC forwards the process to the authorized service partner.
It is essential to observe the following:
In the event of incorrect installation, the qualified electrician is liable.
The manufacturer is liable for damage which is caused by the Mercedes-Benz Wallbox Home.
The customer is liable for damage caused by improper use.
Removal of the Mercedes-Benz Wallbox Home
In the case of faults, the Mercedes-Benz Wallbox Home must be removed by a qualified electrician upon recommendation of the authorized service partner.
The document "Checklist for return delivery" must be filled out by the qualified electrician in full. If all the information is correct, both the qualified electrician and the customer must sign the document. Then pass the Mercedes-Benz Wallbox Home with the checklist enclosed onto the authorized service partner.
The checklist can be found at http://www.yourwallbox.de.
Then select Mercedes-Benz Mercedes-Benz Wallbox Home Checklist for returns.
Application in EVA/VEGA
If the Mercedes-Benz Wallbox Home is present, file an application with the following information in EVA/VEGA:
Use damage code 58600 Wallbox.
Enter fault type, e.g. 04 leaky.
Enter item number of Mercedes-Benz Wallbox in material field of VEGA damage.
Add the invoice and the repair documents of the qualified electrician.
Over-the-counter warranty vehicle identification number 000 010 00 000001 as vehicle identification number and the above-mentioned damage code.
Enter installation date and mileage (1 km as standard).
Send the defective Mercedes-Benz Wallbox Home following the EVA/VEGA parts requirement and enclose a copy of the "Checklist for return delivery" in paper format alongside the parts return slip (ARS).
The customer receives a new Mercedes-Benz Wallbox Home.