This article provides general troubleshooting guidelines for Car sharing End-user client "Ride Share", also known with trademarks "Spark" or "Spark Car Sharing".
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Description of the issue:
In case a phone call is received, usually there are two types of callers:
Call center specialist (who has ability to send remote commands only);
Technician (who has ability to send remote commands via mobile application; in some cases, physically visit the car; bring the second physical car key from the company office).
In majority of cases, the customer is asking initially "Please reset one of our GPS devices" or "I want to make one restart". Do not perform device reset without performing full basic troubleshooting listed in this (and follow-up) articles.
In case an e-mail is received, in almost all cases it will be from the Fleet manager or any other "Ride Share" employee, responsible for the fleet and/or customer experience.
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Troubleshooting steps (more applicable for phone calls):
1. Ask the customer for the number plate of the vehicle and find it in LCM (Admin panel) under Objects:
Note: in case the object cannot be found using full number plate, use company name "Ride share" and digits only (in Bulgaria, some plate numbers can have Cyrillic letters, in Romania some plates have spaces):
In some rare occasions, the plate number is not input in the system. You should ask for at least 5 last digits of VIN number instead. Use it with company name "Ride Share":
2. Ask the customer what the exact problem is (for example, the answer can be "wrong location", "it does not lock and unlock", "car does not answer to commands" and similar);
3. Open the Webuser (with administrator rights, as all vehicles will be visible):
4. Depending on the problem, check the relevant knowledge article for troubleshooting steps and continue with the troubleshooting. Car sharing client "Ride Share" encounters the following issues most commonly:
Issues related to remote commands to start/end the rent:
Connectivity/location issues:
Other issues:
If the issue not listed, register a query and consult with the EU Global Support. Guidelines how to register a query.
For Car sharing incidents, please register a query in all cases. It is important to do so for statistics purposes in order to notice repetitive issues. Do not forget to leave comments what was the exact problem and what steps were done.