• Full-service wholesaler

  • Direct advice from our specialists

  • Unique quality checks on our products

Logo Libra

How do Zaptec’s service processes work?

Black Zaptec logo on white, featuring a stylized 'Z' with a lightning bolt inside a circle, conveying innovation and energy.

What does Libra Energy need from you as a customer?

  • If a Zaptec charger is malfunctioning, initially report it to Libra Energy. We will then send you a linkOpens in a new tab that allows you to give our Technical Support Team access to view the charger in the Zaptec portalOpens in a new tab. Our EV Specialist can then better assess the problem and help with a solution.
  • If we suspect the charger is defective, Libra Energy still has a completed RMA formOpens in a new tab for administrative processing This can be done without a detailed problem description, unlike the other brands. Instead, you can refer to the conversation or email contact that has already taken place. In that case, please also mention the name of the Technical Support Employee you contacted.
  • Libra Energy will contact Zaptec and ask them to assess the case. If they confirm that the charger is defective, you will receive a replacement from Libra Energy. Zaptec may also request that you take action on-site to resolve the issue. Please note: it is Zaptec who decides whether a charger is defective and should be replaced. Libra Energy will always follow Zaptec’s assessment in this matter.
  • For the exchange, Zaptec is the only EV manufacturer in our range that offers an exchange fee of 120 euros. As an installer, you can apply for this compensation by sending an invoice to benelux@zaptec.com. Use the serial number of the charger as a reference.
  • To claim the exchange compensation, the defective charger must be returned. Zaptec will organise transport for this purpose. To submit a collection request to Zaptec, please use this templateOpens in a new tab and email it to benelux@zaptec.com.

What can you pick up with Zaptec yourself?

  • Zaptec has provided a number of useful websites where there is a lot of information such as explanations and videos that can help you install, configure and test the charger. You can also find tips for identifying and solving problems you might encounter.
  • The Zaptec Academy is Zaptec’s online course portal. This is where you go to become an expert and a fully certified installer of Zaptec products. https://academy.zaptec.com/learnOpens in a new tab
  • The Zaptec Help Centre helps answer all your questions about Zaptec. Whether it’s about the products, installation or the Zaptec app. https://help.zaptec.com/hc/nlOpens in a new tab
  • The Zaptec Portal is the brain behind the Zaptec charging stations. Here you can follow along with a customer or gain insight into the configuration of all your installations. https://portal.zaptec.com/Opens in a new tab
  • If you would like direct support from Zaptec, please contact support.benelux@zaptec.com