What’s really behind the broken EV chargers we’ve all encountered — and how do we fix them for good? In this episode, ChargerHelp CEO Kameale Terry breaks down the surprising truth that 90% of charger downtime is due to software, not hardware. She explains how outdated protocols like OCPP 1.6, poorly structured service contracts, and misaligned incentives have made charger reliability a major roadblock, especially for fleets. Kameale also shares how field data is driving a new era of performance-based service models, and why 2025 is a critical year for setting standards, building accountability, and creating real uptime. If you care about EV infrastructure, fleet electrification, or the future of charging reliability, this episode is a must-listen.
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Takeaways:
1. Fleet operators are leading EV charging innovation — not public stations — because uptime directly impacts their bottom line.
2. Bundled software + hardware contracts hurt reliability, often leaving no funding for operations and maintenance (O&M) when things break.
3. Current EV charging standards lack enforcement — even widely used protocols like OCPP 1.6 suffer from inconsistent implementations.
4. There’s no aftermarket for EV charger parts, making maintenance costly and unscalable for operators with mixed hardware brands.
5. Proactive charger maintenance is finally possible thanks to field data and diagnostics, reducing the need for constant truck rolls.
6. Commercial charging for rideshare and delivery fleets is a massive growth opportunity, especially for parking operators and urban depots.
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Chapters
00:00 Introduction to EV Charger Reliability Issues
02:29 Meet Kameale Terry & the Origins of ChargerHelp
04:26 How Early Business Models Broke Charger Reliability
07:22 Why Most Charger Failures Are Software-Driven
09:52 Unlocking Uptime with Field Service Data
11:36 Comparing Level 2 vs. DC Fast Charger Failures
13:07 Fleet Electrification is Driving Innovation
14:32 Advice for Site Hosts: Contracts, Warranties & SLAs
17:30 The Case for Fleet Electrification & TCO Advantages
19:25 How ChargerHelp Supports Mixed-Fleet Operations
22:10 Case Study: Fixing a Complex Charging Depot
26:29 We’re in the “Model T Driving Through Manure” Phase
30:08 Moving From Reactive to Proactive Maintenance
35:35 What Standards the EV Charging Industry Urgently Needs
40:16 Who Should Drive Industry Standards & Certification?
44:31 Why OCPP 1.6 is Broken and What 2.0 Promises
47:21 What Event Could Become the Industry’s Forcing Function?
49:24 Ideal Depot Setups for Mixed EV Fleets
51:59 The Overlooked Opportunity in Rideshare Charging
54:41 Parking Operators: The Sleeping Giants of EV Charging
57:52 Where to Find Kameale at the EV Charging Summit
58:39 Episode Wrap-Up and Final Thoughts