EQS EQS (V297) sedan

Electrify America

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Old Jul 12, 2022 | 12:55 PM
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EQS 580
Electrify America

Had to replace my Infotainment unit as it get giving me the Black Screen of Death. But by doing so, my electrify america automatic charging has stopped working and also Sirius. So been on the call and got Sirius running again. Been on the phone on 5 different occasions to the Mercedes Me Connect Help desk and the one thing they dont do is give any help. They just have canned responses and it always ends up if it doesnt work call Electrify America. But when I call electrify america we can verify that my car can start charging if they issue a remote start command. I guess is the Old Infotainment unit which is the brains is the brains, has a unique identifier but the new unit is different and there is an improper hand shake between (1) Car (2) MercedesMe Connect (3) Chargepoint (Does the Clearing) (4) Electrify America.

Anyone have any ideas ? Or if MB USA monitors the logs if you could get someone that can solve the problem that would be great.

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Old Jul 12, 2022 | 01:19 PM
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17 E43; 21 GLS580
Originally Posted by LV EQS
Had to replace my Infotainment unit as it get giving me the Black Screen of Death. But by doing so, my electrify america automatic charging has stopped working and also Sirius. So been on the call and got Sirius running again. Been on the phone on 5 different occasions to the Mercedes Me Connect Help desk and the one thing they dont do is give any help. They just have canned responses and it always ends up if it doesnt work call Electrify America. But when I call electrify america we can verify that my car can start charging if they issue a remote start command. I guess is the Old Infotainment unit which is the brains is the brains, has a unique identifier but the new unit is different and there is an improper hand shake between (1) Car (2) MercedesMe Connect (3) Chargepoint (Does the Clearing) (4) Electrify America.

Anyone have any ideas ? Or if MB USA monitors the logs if you could get someone that can solve the problem that would be great.
I had the black screen for an afternoon but luckily it came back the next day and has been good since then....kock on wood.
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Old Jul 13, 2022 | 03:30 AM
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Originally Posted by LV EQS
They just have canned responses and it always ends up if it doesnt work call Electrify America.
If I'm going to spend more than $100k on a car, then I expect better customer service than this.
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Old Jul 13, 2022 | 09:24 AM
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EQS 580
Originally Posted by LV EQS
Had to replace my Infotainment unit as it get giving me the Black Screen of Death. But by doing so, my electrify america automatic charging has stopped working and also Sirius. So been on the call and got Sirius running again. Been on the phone on 5 different occasions to the Mercedes Me Connect Help desk and the one thing they dont do is give any help. They just have canned responses and it always ends up if it doesnt work call Electrify America. But when I call electrify america we can verify that my car can start charging if they issue a remote start command. I guess is the Old Infotainment unit which is the brains is the brains, has a unique identifier but the new unit is different and there is an improper hand shake between (1) Car (2) MercedesMe Connect (3) Chargepoint (Does the Clearing) (4) Electrify America.

Anyone have any ideas ? Or if MB USA monitors the logs if you could get someone that can solve the problem that would be great.
My interpretation of what I have learned personally and what I have learned from this thread is that there have been problems with some EA chargers software and that EA may be gradually updating their software. I was told that they have three different software providers. 150kw chargers seem to be less affected. In my case, a charger that didn't connect without a phone call now is functioning for me. Your situation may be even more complex. In the meantime, the good news is that the EA personnel are very polite and quick to give a charge.
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