How do Alfen’s service processes work?

How does Libra Energy handle the Alfen warranty? What additional On-Site service can Libra Energy arrange for you via Alfen?

• Since the end of July 2024, Alfen chargers are purchased and sold with On-Site warranty. Within these warranty conditions, the charger can be visited and repaired free of charge by the Alfen Field Service Partner, provided the defect or issue falls within the warranty conditions.
• On-Site costs will only be invoiced to the installer if the On-Site report shows that the issue was not a product fault. In these cases, we always follow Alfen’s assessment. Examples include:

  • Configuration errors (settings, back office, firmware).
  • Defects caused by the installer, end user, or third parties.
  • Issues caused by the environment in which the charger is installed.
  • Expired warranty period.
• Breakdown of On-Site costs:

  • Call-out fee €160 – This is always charged by Alfen, even if the issue is a product fault.
  • Labour costs €65 per half hour – Only charged if the issue is not a product fault or the warranty period has expired.
  • Costs for replacement parts, if needed – Price depends on the specific part. These costs are only charged if the issue is not a product fault or the warranty period has expired.

What does Libra Energy need from you as a customer?

• The starting point is the RMA formOpens in a new tab on our webshop. Always fill it in as completely as possible. The more information we have about a fault, the better and faster we can help you as a customer. An incomplete or incorrect problem description can lead to a wrong assessment of the situation and unnecessary costs.
• In most cases, Alfen will ask you to provide diagnosticsOpens in a new tab of the charger. Please include these in an attachment along with any relevant photos
• If the charging station of your RMA request is in a smartcharging network, Alfen requires additional information. Before submitting a ticket to Alfen, we kindly ask you to provide this information when submitting your RMA. forgetting this information may affect the progress and possible cost of your request.
• If the problematic charger is in an SCN and you wish to submit an RMA for it, it is necessary to provide the information below. Without this information, the Alfen technician cannot resolve the problem.

  • What is the network name of the SCN?
  • Which charge posts are and/or should be in your SCN (including charge post numbers visible from outside on the charge posts)?
  • What are the passwords of the charge posts in the SCN? Herewith the request to turn on SSA on all poles.
  • How much power can the charge posts distribute in total (what is the maximum available ampere)?
  • Who is the contact person for the installation during the Alfen technician’s visit? Ensure that the contact person is present during the visit and bear in mind that the Alfen technician must have access to the network switch.

If Active Load Balancing is present:

• Which charging station controls Active Load Balancing power?
• What type of smart meter are you using?
• What type of Modbus meter are you using?

  • What is the IP address of the Modbus meter?
  • What are the login details of the Modbus meter regarding access to the configuration?

We understand that this is quite a lot of information to provide. However, it is essential for the success of the mechanic’s visit.

What can you pick up with Alfen yourself?

• Alfen has a very extensive online knowledge databaseOpens in a new tab. Here you can find solutions to many technical problems.
• It is also possible to submit a ticket yourself directly in the Alfen Support PortalOpens in a new tab. How that works is hereOpens in a new tab
• A so-called management transfer arrangementOpens in a new tab has been drawn up by Libra Energy and Alfen. It was agreed therein that our customers may submit a ticket themselves when they report to Alfen for a charging station with an ACE number that also includes an LIB number.
• It is possible to order loose parts from Alfen in the Alfen WebshopOpens in a new tab. Libra Energy recommends doing this only for chargers whose warranty period has now expired unless you are a certified Alfen mechanic. So please note: If you fail to change the part, or if changing it results in other defects, Alfen will immediately void the warranty.
• If you do choose to change parts yourself, check out Alfen’s YouTube channelOpens in a new tab for tips or go to Alfen’s training pageOpens in a new tab and register for training 3 and 4. Please note, taking these training courses does not make you a certified Alfen mechanic. There is another course for that, which Libra Energy is not involved in.