How do Wallbox’s service processes work?

What does Libra Energy need in order to help you in the best possible way?

The starting point is the RMA formOpens in a new tab available in our webshop. Always fill it in as completely as possible. The more information we have about the fault, the better we can help you, the customer, with a solution.

Tip 1: Call our Technical Support Team before you go to location. Then give us the serial number and make sure you can describe what is wrong and what fault you are dealing with. We will then remotely look into the charger in the Cosmos portal and investigate what the problem is.

If it is not possible to remotely assess the fault using the Cosmos portal and we cannot give a definite answer as to whether the charger is faulty, Libra Energy and Wallbox will ask you to complete the checklist on site and take the required photos.

Tip 2: If you are on site at a loader that you suspect is faulty, take the opportunity and fill in the checklist. Then immediately take the necessary photos Wallbox asks for in the checklists. These can be found here for the CopperSBOpens in a new tab, the PulsarPlusOpens in a new tab, PulsarMaxOpens in a new tab and the Commander2Opens in a new tab. Please always fill in the checklist completely and correctly. In this way you can avoid ambiguities that may delay the further warranty process.

If we suspect that the charger is defective, we will send you a new one. To reach that conclusion, we will occasionally need to consult with Wallbox and may ask you to take corrective action. Our aim is to minimise the number of visits to the charger.

After you have swapped the chargers, we would like to receive the old charger properly packaged and returned in the original box or in the box of the replacement. Please make sure that the serial number of the charger that is in the box is also written on the box. Careless packing of the charger, can cause shipping damage. This is one of the reasons why we always inspect chargers upon arrival at our warehouse first to note any damage and cracks. In doing so, we also pay attention to traces of water, insects or dust because Wallbox does not guarantee such problems. They are of the opinion that such defects can only be caused by incorrect use of the charger. This is why Libra Energy chooses not to return such chargers to Wallbox for testing. After all, their verdict is already known in advance. Technical Support will always contact the customer for clarification in such cases.

The charger will then go to Barcelona with other faulty chargers to be tested by Wallbox. There are 3 possible test outcomes.

1. Defective and Wallbox provides warranty

You have rightly received the replacement charger and Libra will credit the invoice associated with the new charger. The defective charger will be recycled by Wallbox.

2. Defective and Wallbox does not give a warranty because the defect was caused by improper use

You have received the replacement charger wrongfully and you will unfortunately have to pay the invoice for the new charger. We follow the manufacturer’s judgment in this. It is important to us that Wallbox provides good arguments for this judgement. Therefore, in this scenario we will request a convincing test report from Wallbox in order to avoid doubt and discussion. The defective charger will be recycled by Wallbox.

3. Not defective and charger functions properly according to Wallbox

You received the replacement charger wrongly and you will unfortunately have to pay the invoice for the new charger. In addition, we will work with Wallbox to ensure that the tested charger is returned to you.

You can also choose to wait for the test result and only then receive the replacement. By doing so, you avoid the risk of an invoice. Keep in mind that it can take 2-3 months for the results to come in.

What can you pick up with Wallbox yourself?

First-line contact is normally through Libra Energy. However, there is also the option of contacting the Wallbox Service department yourself by email service@wallbox.com or by phone +31 20 79 31 34 5 Monday to Friday from 8am to 8pm.

Wallbox has a very extensive online knowledge databaseOpens in a new tab. Here you can find solutions to many technical problems.