Chargers and Cables: Troubleshooting and Solutions

Disclaimer:

1. This troubleshooting guide is to assist customers facing technical issues.

2. Instead of relying on videos completely, refer to this guide to diagnose and support the
customer.
3. Please review responses before sending, modifying them as needed for the specific situation.
4. This guide is not a standard operating procedure but a method to troubleshoot issues.
5. If the problem persists despite following the steps, we will provide a resolution.

● Opening Statement
● Type of Plug & Port
● Not Charging/Not Charging Properly
● Cable is Loose/Not Fitting Properly
● Overheating
● Not Fast-Charging
● Device Screen Gets Unresponsive/Laggy While Charging
● Intermittent Connectivity
● Incorrect Product

Opening Statement

Good (morning/afternoon/evening), I’m Srishti from the Blinkit Support team.

Hi!...
I apologize for the issues you're experiencing with the (Product type) you received.
Yes, it hasn’t been working.
May I please connect with you over a call to go over some troubleshooting steps?
This will help me identify the issue more accurately.
Sure…
Ready to get started?

Type of Plug & Port

 Troubleshooting Steps

○ Not Charging/Not Charging Properly

- Troubleshooting Steps:
 ○ Ensure that the cable is securely connected to both the device and the charger.

○ Test the charger with another compatible device to determine if the problem lies
○ with the charger or the device itself.
3. Try using a different adapter or charging cable.

Issue with the Charger Issue with the Device

● Inspect the cable for any visible damage ● One of the most common causes of
or fraying. charging issues is debris lodged in the
● Check if the charger is plugged in charging port.
properly to both the power source and
To verify:
the device.
● Try using a different power outlet to rule ● Turn off your device.
out issues with the socket. ● Using a flashlight, look inside the
charging port. If there is dust or debris
near the metal terminal, cleaning is
required.
● If your charging port is completely
blocked, seek professional help from your
nearest service center.

If the charger still doesn't work, provide resolution per policy.

○ Cable is Loose/Not Fitting Properly

- Troubleshooting Steps:
 ○ Inspect the Actual Product:
1. Check packaging for any labels or markings indicating the product model or
specifications.
OR
1. Examine the cable’s input & output plug.
2. Compare this information with the details provided in the customer's order.

IF the cable’s output matches with the device’s input,

Cable’s output matches with the device’s input Cable’s output DOES NOT match with the
device’s input

● Ensure the cable is inserted securely into ● Follow the Incorrect Item(s) ordered
both the device and the charger. policy.
● Clean the charging port on the device to
remove any debris or lint that may be
obstructing the connection.
● Try using a different cable or charger to
see if the issue persists.
● If the problem persists, provide
resolution per policy.

○ Overheating

- Troubleshooting Steps:
1. Disconnect the charger from the device and let it cool down for a few
minutes.
2. Check for any obstructions around the device or charger that may be
preventing proper ventilation.
3. Ensure that the charger and device are placed on a flat, stable surface
during charging.
4. If the overheating persists, discontinue use of the charger and consider
replacing it with a higher-quality or compatible model.
5. Politely give a Service No using the below response:

If the charger is from a different/local brand.

 Please know, using third-party chargers/cables can sometimes lead to
compatibility issues. If you're finding that your device is still heating up, using an
adapter with a high-voltage amp may help.
Unfortunately, beyond this recommendation, we may not be able to provide
further assistance. Your understanding is greatly appreciated.

If the charger/cable belongs to the same brand as device

Chargers/cables can sometimes lead to compatibility issues. If you're finding that
your device is still heating up, using an adapter with a high-voltage amp may
help.
Unfortunately, beyond this recommendation, we may not be able to provide
further assistance. Thank you for being patient with me.

○ Not Fast-Charging
- Troubleshooting Steps:

How to check if Fast charging is enabled on your device?

If your device supports fast charging, AFC (Adaptive Fast Charging) is recommended. If your
device is charging slowly, check that Fast charging is enabled on your device.

Step 1. From Settings, navigate to Battery and device care and tap Battery.
Step 2. Scroll to the bottom and select More battery settings.
Step 3. As desired, enable Fast charging, Super fast charging and/or Fast wireless charging.
Note:
You cannot enable or disable this feature while charging.
Fast charging will not be enabled when connected to a PC or USB device that does not support
Fast charging.
○ Check the Charger and Cable:
■ Ensure that both the charger and cable are undamaged and compatible
with your device.
■ Try using a different charger and cable to rule out any issues with the
ones you're currently using.

○ Background Apps and Processes:

■ Close all unnecessary apps running in the background that might be
consuming power.
■ Check for any ongoing downloads, updates, or background sync processes
that might be draining the battery while charging.

○ Battery Health:
■ Check the battery health of your device, especially if it's an older device.
Degraded battery health can lead to slower charging speeds.
■ If your device allows it, you can check the battery health in the settings
menu or using diagnostic tools provided by the manufacturer.

○ Environmental Factors:
■ Ensure that the charging port on your device is clean and free from any
debris or dust that might obstruct the connection.
 ■ Avoid exposing your device to extreme temperatures while charging, as it
can affect the charging speed and battery performance.

○ Using Your Phone While Charging:

■ Minimize or avoid using your phone while it's charging, as this can slow
down the charging process.
■ CPU-intensive tasks like gaming or streaming media can draw power from
the battery, reducing the charging speed.

○ Using the Correct Charger:

■ Make sure you're using the correct charger that's compatible with your
device. Using a lower-rated charger can result in slower charging speeds.
■ Avoid using third-party chargers or cables that are not certified by your
device's manufacturer, as they may not provide the optimal charging
performance.

○ Software Updates:
■ Ensure that your device's operating system and firmware are up to date.
Sometimes, software updates include optimizations that can improve
charging speeds and battery performance.

○ Restart Your Device:

■ Sometimes, a simple restart can resolve temporary glitches or software
issues that might be affecting the charging speed.
■ Power off your device completely, wait for a few seconds, and then power
it back on.

○ Check for Faulty Components:

■ If none of the above steps resolve the issue, there might be a hardware
problem with either the charging port, battery, or other internal
components.

○ Politely give a Service No if none of the above issues are verified, using the below
response:

● (Name), fast charging cables may offer quicker charging compared to other devices, yet
they may not match the performance of the original due to compatibility limitations.
 After careful consideration, I regret to inform you that we are unable to proceed with a
resolution at this time. Thank you for being patient with me.

○ Device Screen Gets Unresponsive/Laggy While Charging

- Troubleshooting Steps:
1. Ensure that the charger and cable being used are certified and compatible
with the device.
2. Check if the device's screen responsiveness improves when using a
different charger or cable.
3. Provide a resolution if the above is verified, otherwise proceed further.
4. Close any unnecessary apps or processes running in the background that
may be consuming resources.
5. If the problem persists, there may be a software issue with the device
that requires troubleshooting or professional assistance.
6. Politely give a Service No if none of the above issues are verified, using
the below response:

(Name), it seems there might be a software issue with the device, possibly
leading to problems like screen lagging. We kindly suggest having the device
checked. After thorough consideration, I regret to inform you that we are unable
to proceed with a resolution at this time. Thank you for being patient with me.

○ Intermittent Connectivity

- Troubleshooting Steps:
1. Check for any debris or dirt in the charging port of both the device and
the charger and clean them carefully.
2. Ensure that the cable is securely connected to both the device and the
charger.
3. Try using a different cable or charger to see if the issue persists.
4. Provide a resolution if the above is verified, otherwise proceed further.
5. Test the charger with another compatible device to determine if the
problem lies with the charger or the device.
 6. If the intermittent connectivity issue continues, there may be a hardware
problem with either the device or the charger, and further diagnosis may
be necessary.
7. Politely give a Service No if none of the above issues are verified, using
the below response:

I genuinely apologize for any inconvenience this may be causing you. It appears that
there might be an issue with the device's port. I kindly suggest having it checked at your
earliest convenience. Regrettably, at this time, I am unable to offer a solution. Thank you
for being patient with me.

○ Incorrect Product

1. Review the Order Details:

- Check the customer's order confirmation to verify the specific product they intended
to purchase.

2. Inspect the Actual Product:

- Check packaging for any labels or markings indicating the product model or
specifications.
OR
- Examine the cable’s input & output plug.
- Compare this information with the details provided in the customer's order.

If the delivered product matches with the one If the delivered product does not match with
ordered the one ordered

If Item is still in original packaging: Verify image/ If Item is still in original packaging: Verify image/
video and create RPU video and provide resolution per policy

If item is opened/ used: Deny If item is opened/ used: Deny

Use the below response to deny if the packaging has been opened:
I regret to inform you that I am unable to fulfill your request for resolution as the packaging has
been opened. We require the items to remain in their original, unopened condition for returns.
Please accept my sincerest apologies for any frustration this may cause.