I don’t know the specifics of this charger issue yet, I’m waiting to hear back from the director, but the Christmas to New Years period is also not the fastest moving.
So just generally;
We definitely appreciate end user reports, especially those that show effort in research (with links to others experiencing the same issue).
There are several “awkward” gaps in the process when something goes wrong
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When users know there is a problem, but we don’t.
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When we know there is a problem, but don’t know how big it is, or how to fix it yet
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We know how to fix it, but the fix will take some time to implement or roll out (if it’s a hardware change)
Quite often in that process there are also multiple potential pathways.
For example there is a hardware problem, but we might be able to resolve it with a firmware update.
That was the case with the Cerbo GX MK2 VE.Can port - eventually we resolved it low level with a hardware change, but we were able to resolve in 99.9% of cases even in old hardware with a series of firmware fixes. Many other similar cases too.
As a manufacturer, there are also stages on how we notify our networks.
For example sometimes we might need to notify our repair centres and give them the time, instructions and components necessary before making a public announcement and overwhelming them with enquiries they aren’t ready to handle yet.
That looks like to the end users like we are ignoring the problem, when actually people are working hard so the roll out of a fix is as smooth as possible.
For my part at least while there isn’t always perfect information, a best effort is made that everyone feels like we stand behind our products and do what we can to fix things when they go wrong.
I hope to come back shortly with an update on what’s next for these chargers.
