EV Source LLC Technical Support
One of the most valuable resources EV Source has to offer is our wealth of knowledge and expertise in the conversion of electric vehicles. Every product sold on our site is a product we can and will support.
E-mail Support
E-mail is our preferred method of correspondence. We can usually answer an e-mail in a quarter of the time that is spent talking on the phone. We know it's not as personal, but it will be more concise. You will also have the benefit of a written copy to review. All e-mail support is offered free of charge. We strive to answer all emails within 1 business day of its receipt. Highly detailed responses may require more time. Emails that indicate a lack of research on the customer's part (ie: if you haven't done your homework and are asking us to solve your problems) will receive a less-detailed response.
Phone support
As mentioned above, phone support is not our preferred method of correspondence but is an option. Incoming phone calls are usually answered by a non-technical support staff member. If your call can be answered quickly (under 10 minutes) by these staff members then the call is free.
In order to keep this service free of charge we ask that you limit personal conversations. While we do enjoy stories about your EV's performance, past history, and overall health, listening to every customer's personal experiences eats away large amounts of our time.
Technical Phone Support
If your question cannot be answered quickly by one of our non-technical staff members, then the call will be directed to our technical support department.
Customers
Customers are entitled to free technical support when they purchase items from EVSource. The amount of technical support you may receive is based on the purchase amount and the complexity of the product. It goes without saying that a $14.00 purchase for heat shrink, lugs, and a crimping tool warrants much less technical support than a $3000.00 controller.
The following table lists the technical support available for a specific purchase amount. We have done our best to ensure that the average customer with moderate electrical knowledge will require less support than the allotted times. Keep in mind that these allotments begin AFTER speaking with our non-technical support staff.
Purchase (USD) |
Technical Support |
$0.01-$499.99
|
15 mins |
$500.00-$2499.99 |
30 mins |
$2500.00-$6999.99 |
45 mins |
$7000.00-$9999.99 |
90 mins |
$10,000 - and up |
120 mins |
As was stated previously, we ask that you limit personal tangents in phone conversations, especially those with a technical support staff member! If you choose to discuss personal items during your time with technical support, that time will work against your allotted time.
Additional/Non-Customer (Paid)
If you require more assistance or did not purchase the product from us, we offer technical phone support on a paid basis. When your allotted time has been expended, the staff member will inform you that free support time has ended, and will request credit card information to continue.
Once you are transferred to a technical support staff member, time will be billed in 15 minute increments at $15/increment.
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