Q5 charging - charger cable welded to pin L1 in Q5 socket

[GOM42]

I've recently experienced an issue when charging my Q5 hybrid from a myenergi Zappi charger. When the charge finished I was unable to unplug the charging cable. I called Audi Assist and they gave me a few things to try but none worked. Audi Assist came out and managed to disconnect the charging cable (using a certain amount of force I think) as the end of the pin broke off. AA found that port L1 had become welded to the pin in the Audi charging socket.

Audi investigated and have now made a repair by replacing the VX4 charging socket and a wiring set (V80 I tihink). However they said that the work was not under warranty and that I would have to pay. So £2352 poorer and 6 weeks later I have my car back. Audi haven't yet come up with any explanation as to what the problem might be other than to say it was due to an "external factor". This seems to be the standard cop out response. However, they did suggest it might be a problem with my non Audi approved zappi charger. 

myenergi have been very good. They were not surprised that Audi blamed the charger and said this is what they often do. myenergi have agreed to replace the tethered cable on the charger and run tests on the device to make sure it is OK - all covered by their warranty. If the charger itself is faulty they will either repair it or replace it under warranty.

I have complained to Audi UK Customer Services about the fact they refused to cover this work under their warranty and am waiting for a follow up call to discuss.

Has anyone come across this problem before? Any ideas as to how I get Audi to change their minds on the warranty for this repair?

Many thanks.

 

[cliffcoggin]

If the pin was truly welded into its socket, there must have been a high resistance at the contacts caused by corrosion, or weak springs, or dirt, or something else. Whether this was the fault of your cable, or the car, or your neglect of both is impossible to say. In the absense of evidence I think you have to bite the bullet and accept the cost.

Do you charge outside? Do you refit the rubber cap on the cable at the end of every charging session?

[GOM42]

I do charge outside. The zappi charger has a dummy socket on it that the tethered charger cable plugs into when not in use so it should be well protected from dirt ingress but I do check it periodically to make nothing has found its way into the plug. Thank you.

[cliffcoggin]

That would seem to rule out neglect.

[GOM42]

Thanks Clifford. I am pretty vigilant on this because outside electrics do need regular checking.

I think my biggest gripe is that there has been a lack of proper engagement on this problem from Audi. None of the tech team at the dealership have talked directly to me about the problem. You'd have thought speaking with the customer would have been something they did early on in the process. I've worked in many customer support roles over the years and always found that listening directly to the person complaining and then keeping them informed is the best way to keep customers happy. 

[cliffcoggin]

I find most big companies do all they can to avoid talking to their customers. Phones that aren't answered except by robots, AI help assistants that send one round in circles, email addresses withheld, letters that aren't answered. It all amounts to taking your money then hiding behind impenetrable barriers.