B610624

3/18/24, 11:02 AM
61 06 24_BEV/PHEV CHARGING COMPLAINT RELATED TO CHARGER/ INFRASTRUCTURE
SIB 61 06 24
BEV/PHEV CHARGING COMPLAINT RELATED TO CHARGER/
INFRASTRUCTURE
☒
2024-03-15
THIS REPAIR IS MOBILE FRIENDLY
MODEL
E-Series
G05
G09
G26
G60
G70
G70
i20
Model Description
X5 Sports Activity Vehicle (PHEV)
BMW XM Sports Activity Vehicle (PHEV)
i4 Gran Coupe (BEV)
i5 Sedan (BEV)
i7 Sedan (BEV)
750e xDrive Sedan (PHEV)
iX Sports Activity Vehicle (SAV)
SITUATION
This Informational Bulletin is intended as a guided work-through process to address customer charging
complaints.
The step-by-step guide will help walk you through the “basic” procedure to test the charger/infrastructure
when the vehicle does not charge, either at a:
Home charger AC Level 1/Level 2 - Flexible Fast Charger/hard wired Wallbox, or a
Public AC Level 2, or DC Level 3 - Fast Charging Station
Note: All PHEV and BEV vehicles may be affected.
CAUSE
Charging infrastructure, non-vehicle related charging complaints.
Possible infrastructure related charging errors:
Interruption or failure of the power grid (no voltage at the high-voltage connection)
Voltage fluctuations from the power supplier (low supply voltage will affect the charging rate)
Output reductions imposed by the power supply company.
Charger plugged incorrectly into the power outlet, (charger plug fault)
Charging device fault (Level 1, Level 2/ Wallbox or charging station)
Wrong amperage limit set in the vehicle
Power reduction or limitation imposed by the vehicle or public charger.
Charging electronics fault in the vehicle
High voltage charging socket fault
Note: To protect Level 1 (120 V) the Flexible Fast Charger (FFC), the device has temperature sensors
(in the power supply plug and in the control box). If the temperature exceeds a specified value, the
power output will be temporarily switched off.
See SI B61 29 23 Differences Between Flexible Fast Charger Versions 1.0 vs 2.0, for more
information.
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61 06 24_BEV/PHEV CHARGING COMPLAINT RELATED TO CHARGER/ INFRASTRUCTURE
SOLUTION
Due to significant enhancements to the charging functions in BMW vehicles and to offer premium service in
the event of a customer charging complaint, it is essential to identify when the charging errors are caused by
the charging infrastructure and not the vehicle.
Therefore, to rule out the vehicle as the source of the charging complaint a catalogue of questions and
checks has been developed to aid in the diagnosis.
The first step in processing a charging complaint case is for the Service Advisor to have the customer fill out
the “Customer Charging Complaint Questionnaire” found in SI B61 07 24.
For more information regarding how to work through charging complaints see:
SI B61 07 24 Customer Charging Complaint Work Through Procedure and its attachments
The specific questions below (from the “Customer Charging Complaint Questionnaire”) must first be
clarified in a customer dialogue, this may effectively help rule out the vehicle as the source of the charging
complaint.
General questions about the charging process:
Did the charging process take place at a public charging station or at a home charger?
Is it a one-time charging error or a recurring issue?
Did the charging process not start at all or was it aborted?
Were Check Control messages displayed in the vehicle? If so, which one(s)?
Questions about charging at home:
Which charger did the customer use?
What charging current limitation has been set in the customer vehicle settings?
Has the customer tried charging at a different power supply outlet?
Has the customer tried using a different AC charger or adapter?
Has the customer tried using both AC 120V Level 1 and AC 240V Level 2?
Questions about public charging:
Was the vehicle charged at a Level 3 DC charging station or at a Level 2 AC charging station?
Were there any problems logging in (authenticating) for charging?
Is the customer's charging card activated for that charging station?
Has the customer tried charging at a different public charging station?
Once ISTA diagnostic checks on the vehicle at the dealer service center have verified that the charging
functions are operating as designed and (if possible) the customer’s charger has been tested, it has become
clear that there may be an error in the charger/infrastructure which the customer is using.
Before proceeding to test the charger/infrastructure, always remember to check the following
vehicle settings that may affect charging:
Check the maximum charge current in the vehicle charging settings for “charge limit” (reduce if the
setting is overpowering the installation)
Make sure that the charging setting “Charge immediately” has been set
Verify that the departure time set in the vehicle does not interfere or conflict with the charging time
window set in the vehicle or app
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Make sure the “Charging time slot” setting does not interfere or conflict with the “Departure time”
set in the vehicle
Try disabling all charging precondition settings or try charging at a different time of day to rule out
conflicts
PROCEDURE
Note: Many of the items outlined below may not be able to be verified by the customer. It may
become necessary for the BMW center to deploy a BMW technician or a Mobile Service Technician
(if available) to visit the customer's house or location to inspect and test their home charger and
infrastructure for the related items below.
Once the vehicle charging system has been verified and it is determined that the vehicle is working
as designed at the dealer service center, but the vehicle does not charge at the customer’s locationIt is then suspected that the charger or infrastructure which the customer is using may be at fault.
Please review the following list of probable causes:
Home charger/infrastructure related checks:
The BMW Occasional Use Charger (OUC)/Flexible Fast Charger may need to be reset in
accordance with the charging cable instruction manual
Check for dirt and damage to the charging plug and to the high voltage charging socket on the
vehicle
Make sure that the charger plug is correctly plugged into the vehicle (all the way until the click)
If possible, try to use a different charger (Level 1/Level 2)
If using the Flexible Fast Charger, try using a different adapter
Repeat charging attempt after 15 minutes of downtime
Try charging at another power outlet (as charging requires a dedicated power outlet)
Disconnect electrical devices from the charging power outlet circuit (adjacent outlets)
To test the power outlet, simply connect another device (i.e., cell phone charger or lamp)
Check the main circuit breakers for the power outlet used for charging
Check for circuit protective devices (i.e., GFI outlets or GFCI- ground fault circuit interrupter), make
sure they are not tripped
Do not use extension cords for charging!
If all the above checks are verified, it may be necessary to have the home charger electrical
installation checked by a qualified electrician (wiring, fuses, main breaker, and power outlet)
Public charging station relevant checks:
Is the charging complaint regarding a specific public charging station or several?
Is the customer's charging (RFID) card activated for the charging station?
Use an alternative charging card, charging app or authentication method (i.e., Click & Charge, Plug
& Charge)
Try charging at another charging station
Make sure that the charging settings in the vehicle do not cause charging conflicts
Always check for debris or damage to the charging plug, or to the vehicle charging socket
Make sure that the charging plug is correctly plugged into the vehicle (until the click is heard)
Identify if the problem is only on DC charging
Perform a charging test at a BMW charging station (See tips and tricks below)
If the customer complains that the high-voltage battery is not charged to 100%, make sure that no
charging target of less than or equal to 80% has been set in the vehicle
If there was NO problem found once the infrastructure related questions and checks suggested above have
been done, and the vehicle still does not charge on-site; the vehicle charging system must be further
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diagnosed with ISTA to correct the problem.
Note: Mobile Service Technicians can run vehicle tests, charging test plans, etc on-site, while
connected to the customer’s hard-wired Wallbox charger or Flexible Fast Charger. This intends to
rule out the vehicle as the source of the charging complaint.
Tips and tricks for testing Level 3 DC Fast Charging complaints.
To verify that a vehicle charges on Level 3 DC charging as designed, try charging at a BMW Level 3 - DC
fast charging station at the BMW center.
In absence of a level 3 - DC fast charger on premises, it is suggested that a shop “testing” account may be
acquired for this purpose.
Most “free” Level 3 DC Fast Charging stations are not subject to certificate authentications to initialize the
charging process; therefore, they cannot be used to diagnose an account information or certificate/app
authentication suspected issue.
To diagnose an account information or certificate/app authentication suspected issue, it is necessary that the
customer verifies his/her own account information by swiping into the suspected charging station to test the
sign in/certificate/app authentication.
For more information regarding DC charging review:
SI B61 25 23 BEV Reasons For No/Slow DC Charging Complaint.
For more information regarding AC and DC charging functionality in BMW vehicles review:
SI B61 07 24 Attachment 4 GEN 5 BEV Quick Reference Guide_v2.pdf
For more information regarding how to work through charging complaints, see:
SI B61 07 24 Customer Charging Complaint Work Through Procedure and its attachments
Helpful Hyperlinks to charging related SIBs below.
SI B61 07 24 Customer Charging Complaint Work Through Procedure
SI B61 29 23 Differences Between Flexible Fast Charger Versions 1.0 vs 2.0. pdf
SI B61 25 23 BEV Reasons for No/Slow DC Charging Complaint
CLAIM INFORMATION
1. BEV/PHEV’s Charging Infrastructure-Related Charging Error/Fault (Non-Vehicle Related Issue)
The procedure to identify and document a BEV/PHEV’s infrastructure-related charging error/fault is covered
under the terms of the BMW New Vehicle Limited Warranty for Passenger Cars and Light Trucks.
Repair
Code:
6144900200
Fx Gx Ix PHEV BEV service instruction reference
customer charging problems (charging infrastructure)
(Non-vehicle related)
Below are the special flat rate labor operation code choices for this action.
Work Pkg
#1
Or:
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Labor
Operation
Description (Plusposition work)
Labor Allowance
00 75 836
Vehicle test (including 12 V battery
support) in the event of problems with the
charging infrastructure (includes 00 00
556/61 21 528) (Plusposition work Vehicle is already in the workshop)
As applicable
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#2
61 06 24_BEV/PHEV CHARGING COMPLAINT RELATED TO CHARGER/ INFRASTRUCTURE
00 75 255
Vehicle test (including 12 V battery support) in
the event of problems with the charging
infrastructure (includes 00 00 006/61 21
528) (Main work)
As applicable
Only one of the flat rate labor operation codes listed above can be used for claim submission and reimbursement. Also, only
one Main work flat rate labor operation code can be claimed per workshop visit.
If you are using a Main labor code for another repair, use the Plus code labor operation 00 75 836 instead of 00 75 255, or
“exclude a Vehicle Test” when it is included in another repair.
Claim Repair Comments (Situation 1)
Reference the SIB number, the work package (Pkg) number performed and which one of the above issues
applies in the technician’s RO notes and in the claim comments (For example: B61 06 24 WP 1), unless
otherwise required by State law.
More importantly, please also provide any additional pertinent information that would be helpful in describing
what caused the BEV/PHEV charging issue/situation that was not due to the vehicle itself.
Or:
2. BEV/PHEV’s Charging Error/Fault caused by a Vehicle Component and/or Assembly
Fault/Malfunction, Eligible and Covered Work/Repairs (Vehicle-related Issue)
If a BEV/PHEV charging issue, condition, fault and/or malfunction described above is caused by a
verified defect in materials and/or workmanship with a vehicle component and/or assembly (confirmed
through ISTA and other approved diagnosis procedures), the qualifying corresponding repair is covered
under the terms of the BMW New Vehicle Limited Warranty for Passenger Cars and Light Trucks.
Damage and/or BEV/PHEV charging issues caused by outside influences, including Infrastructure issues,
are not covered under the BMW limited warranties.
Please do not use Repair Code 61 44 90 02 00 for the covered repair-claim submissions.
To submit a claim, please following the established and applicable warranty policy and procedures
(Labor/Part/Sublet) that apply to the repair being performed.
Refer to AIR to obtain and assign the RO line item the applicable Repair Code
Obtain the flat rate labor operation codes (*including the diagnosis) that applies and their corresponding flat rate unit (FRU)
allowances.
Only one Main labor operation code can be claimed per repair visit.
Claim Repair Comments (Situation 2)
Based on which one applies to your center, please refer to SI B01 01 20 or B01 07 20 for the applicable
procedure for documenting, claiming, and explaining, on the RO and in the claim comments, your diagnosis
work time (WT), job/repair work time (WT), and the vehicle repairs your center performed, unless otherwise
required by State law.
BMW Group’s AIR Application Resource for Flat Rate Labor Operation Codes
To obtain the corresponding flat rate unit (FRU) allowance information from the BMW Group AIR application
resource, start by entering the Chassis Number (the last seven (7) characters of the VIN, select the
applicable Model if two or more vehicle choices show), or enter the full VIN (17 characters), click on the
“Search” button. Next, click on the “Flat Rate Units” button and enter the flat rate labor operation code in the
field to the right, click “Search” to
display the
Flat Rate
GroupAmerica,
detail choices.
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61 06 24_BEV/PHEV CHARGING COMPLAINT RELATED TO CHARGER/ INFRASTRUCTURE
Servicemobile - Off Site Service visit to address a BMW BEV/PHEV Charger Cable Plug Connector that
will not Release from the Charging Socket (00 75 836 or 00 75 255)
For BMW centers that qualify, the repair to address this issue is eligible to be performed and submitted as a mobile service
Off-Site Repair which provides an.
Qualifying BMW centers are those that are currently active and participating in the BMW Servicemobile program. Other BMW
centers that may qualify are those have officially registered their interest in conducting mobile service work under the BMW
Roadside Assistance Program.
If you have not already enrolled and/or want additional information, please send an email with your contact information
to [email protected].
Claim - Labor Reimbursement (Standard 150 Percent Rate Applies)
When a repair is performed under this program to address this situation on a BMW vehicle at a customer’s
off-site location, qualifying BMW centers will be reimbursed for the corresponding labor operation code’s
published flat rate unit (FRU) allowance in the BMW Group AIR’s application at a rate of 150 percent.
This mobile service repair work is subject to the same policy and procedures that apply to the warranty
repair work being performed in your workshop.
Time Control and Documentation
While repair-specific punch times are not necessary for this off-site assistance work being performed, the mobile service
technician must still punch on the corresponding repair order (electronic or manual) prior to leaving your BMW center when
he or she is dispatched, and they must punch off the repair order upon their return to your center.
In cases where the technician is out on the road for an extended period (for example, handling multiple calls), only one on/off
punch time is required.
RO Invoicing for Claim Submission - SI B61 06 24 with Off-Site Service Call Repair
A. i7 xDrive60 Sedan Example - Line Item for WP # 1 or WP # 2.
6144900200
Fx Gx Ix PHEV BEV service instruction reference
customer charging problems (charging infrastructure)
(non-vehicle related)
Work Pkg
Labor
Operation
Description
Labor Allowance
#1
00 75 836 Pluspostion
Vehicle test (including 12 V battery
support) in the event of problems with the
charging infrastructure (includes 00 00
556/61 21 528)
3 FRU
00 75 255* - Main
work
Vehicle test (including 12 V battery
support) in the event of problems with the
charging infrastructure (includes 00 00
006/61 21 528)
5 FRU
Repair Code:
And:
Or:
#2
Then:
B. Open an additional RO line item in conjunction with the WP number above that applies.
Repair Code:
85800306SM
BMW Servicemobile RSA
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61 06 24_BEV/PHEV CHARGING COMPLAINT RELATED TO CHARGER/ INFRASTRUCTURE
As applicable:
Labor
Operation
61 25 000
Type
Description
Labor Allowance
Pluspostion
3 FRU (00 75 836) plus 50 percent
equals 4.5 FRU total, claim additional
2 FRU after roundup (A together with
B: 5 FRU total)
2 FRU
Main work*
5 FRU (00 75 255) plus 50 percent
equals 5.5 FRU total, claim additional
3 FRU after roundup (A together with
B: 8 FRU total)
3 FRU
Or:
61 25 000
Claim Repair Comment
SI B61 06 24: Additional labor for Off-Site Service Repair to address a BMW BEV/PHEV charger cable plug connector that
will not release.
(*) If the technician handled multiple off site service calls during the same service dispatch/run where two or more repairs are
eligible to have the additional labor allowance claimed, then only one (1) of the service calls qualifies to be “based” on a Main
work flat rate labor operation code’s FRU allowance.
FEEDBACK REGARDING THIS BULLETIN
Technical Feedback
Warranty Feedback
Parts Feedback
To submit feedback for the technical topic of this bulletin: Submit your
feedback in the rating box at the top of this bulletin
To submit feedback for the CLAIMS section of this bulletin: Submit an
IDS ticket to the Warranty Department, or use the chat available in the
Warranty Documentation Portal
To submit feedback for the PARTS section of this bulletin: Submit an IDS
ticket to the Parts Department
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