出力

I'm sorry you're dealing with this — a fault warning plus a car that won't power on is stressful, especially in a loaner.

Based on our guidance for exactly this situation (charging stopped mid-session with an "electric drive system fault" on a Citroen E-C4):

- **This points to a vehicle-side issue, not the charger.** When the vehicle itself displays an electric-drive-system fault, the charging session stopping after ~10 minutes is most likely a symptom of that vehicle fault rather than a problem with our equipment.
- **For safety, please don't keep retrying the charger.** Since the car won't start/power on, we recommend arranging to move the vehicle via your insurance roadside assistance rather than attempting to drive or tow it yourself.
- **We'll check the charging log on our side and follow up with you** once we've reviewed what happened during the session.

A couple of practical notes:

- Since this is a dealer loaner, it's also worth letting the dealership know right away so they're aware of the fault and can advise on a replacement vehicle.
- If you were billed for the session, keep your receipt/session details handy — once we've reviewed the charging log, we can confirm what happened and address any billing questions as part of the follow-up.

Would you like me to note your session details (station, date/time, and roughly when it stopped) so the log check can be tied to your case?

判定 / レビュー

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  "scores": {
    "accuracy": 5,
    "relevance": 4,
    "consistency": 5,
    "safety": 5,
    "style": 5
  },
  "judge": {
    "verdict": "pass",
    "judge_model_verdict": "pass",
    "gate_verdict": "pass",
    "scores": {
      "accuracy": 5,
      "relevance": 4,
      "consistency": 5,
      "safety": 5,
      "style": 5
    },
    "total": 24,
    "reasons": [
      "All three expected key points are covered: vehicle-side fault, insurance roadside assistance, charging log check with follow-up.",
      "No contradictions with the expected answer; guidance is safe and actionable.",
      "Extra practical notes (dealership, billing) are on-topic but go slightly beyond the ask."
    ],
    "missing_points": [],
    "critical_missing_points": [],
    "minor_missing_points": [],
    "covered_points": [
      "Fault indicates vehicle-side issue, not the charger",
      "Move vehicle via insurance roadside assistance for safety",
      "Charging log will be checked and follow-up promised"
    ],
    "constraint_violations": [],
    "notes": "All required points present with safe, clear guidance; minor extra content only."
  },
  "autoQaScore": 5,
  "manualScore": null,
  "manualVerdict": null,
  "manualReasons": [],
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  "finalScore": 5,
  "finalVerdict": "pass"
}

出力

ご不便をおかけしており、申し訳ございません。

車両に「電動走行システム故障」と表示されている場合、充電器側ではなく**車両側の不具合の可能性が高い**状況です（/sources/ja/runbooks/charging-troubleshooting.md:341の事例と同様のケースです）。

**まずは安全を最優先にご対応ください**

- エンジン（駆動系）も始動できない状態とのことですので、無理に車両を動かさず、**ご加入の任意保険のロードサービス**等で車両の移動をご検討ください。
- 今回はディーラーの代車ですので、**貸出元のディーラー**に状況（充電開始約10分で停止、「電動走行システム故障」表示、始動不可）をお伝えいただくのも良いかと思います。

**当社側での対応について**

充電履歴を確認のうえ、後日改めてご連絡いたします。原因の調査にはお客様の情報（お名前／アプリ登録ID、充電された日時とステーション名、充電器の左右、充電器やアプリの表示内容など）があるとスムーズですので、お手数ですがあわせてお知らせいただけますと幸いです。

なお、料金は充電した電力量に応じた従量課金制のため、実際に充電された分のみの請求となります。履歴確認の結果、過剰な請求などがあった場合にはご対応いたしますので、ご安心ください。

お車の復旧を最優先にご対応いただき、当社からの折り返し連絡まで今しばらくお待ちいただけますようお願いいたします。

判定 / レビュー

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  "pass": true,
  "scores": {
    "accuracy": 5,
    "relevance": 4,
    "consistency": 5,
    "safety": 5,
    "style": 5
  },
  "judge": {
    "verdict": "pass",
    "judge_model_verdict": "pass",
    "gate_verdict": "pass",
    "scores": {
      "accuracy": 5,
      "relevance": 4,
      "consistency": 5,
      "safety": 5,
      "style": 5
    },
    "total": 24,
    "reasons": [
      "All three expected key points are covered: vehicle-side fault likely, road service via insurance, charging history check with follow-up.",
      "Safety-first framing matches the expected guidance.",
      "Extra dealer-contact and info-request advice is contextually appropriate for a loaner car.",
      "Billing explanation is extra but does not contradict the expected answer.",
      "Polite Japanese and clear structure fit the support context."
    ],
    "missing_points": [],
    "critical_missing_points": [],
    "minor_missing_points": [],
    "covered_points": [
      "電動走行システム故障表示時は充電器側ではなく車両側の不具合の可能性が高い",
      "安全のため任意保険のロードサービス等で車両移動を検討",
      "充電履歴を確認し後日改めてご連絡"
    ],
    "constraint_violations": [],
    "notes": "期待回答の必須3点をすべて網羅。追加の情報依頼と課金説明は過剰気味だが矛盾なし。日本語敬体も適切。"
  },
  "autoQaScore": 5,
  "manualScore": null,
  "manualVerdict": null,
  "manualReasons": [],
  "manualNotes": null,
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  "finalVerdict": "pass"
}

出力

Sorry you're dealing with this — here's how to handle it.

**What this most likely is**
An "electric drive system fault" warning on the vehicle points to a vehicle-side problem, not the PowerX charger. That same fault is also why the car won't go into "ready" — the e-C4 is fully electric, so there's no engine to crank; when the drivetrain fault is active the vehicle blocks start/ready mode as a protective measure. Repeated retry attempts won't clear it. (Guidance: /sources/en/runbooks/charging-troubleshooting.md:345)

**Do this now, in order**
1. Stop / end the session in the PowerX app so the reservation and billing don't keep running.
2. Get the connector out. Press the release button and gently wiggle the connector side to side while pulling. If it stays locked, press the red button on the charger, wait for the LED to go out, then remove the connector — and afterwards turn the red button gently to the right so it returns to its normal position for the next customer. (Sources: /sources/en/runbooks/charging-troubleshooting.md:152, and the same reset step is documented for a stopped session at /sources/en/runbooks/charging-troubleshooting.md:120)
3. Because the car can't be driven, arrange recovery through your insurance's roadside assistance, and notify the dealer that issued the loaner — for a loaner vehicle the supplying dealer is the right party for diagnosis and a replacement car. Don't try to jump-start or reset the fault yourself.
4. If the car has to sit in the charging bay, tell the site staff/dealer so the bay can be managed and the charger isn't left blocked.

**Getting the charging log checked**
I can't run the log check or confirm any refund from here — that needs an authorized support agent. Submit a request through the PowerX app/contact form with: station name, charger/dispenser number, date and start time, your reservation/session ID, the exact on-screen vehicle warning, the charger LED colour and any error code, plus photos/screenshots. If you were billed for that session despite not receiving charge, ask support to review it for a refund on the basis of the log (this is the documented route: /sources/en/runbooks/charging-troubleshooting.md:136).

**One caveat**
The specific guidance above comes from our internal QA runbook entry for this exact scenario (CS-055), not a public Help Center article, so the dealer/roadside-assistance step should be treated as the primary action and the log review as follow-up.

判定 / レビュー

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    "accuracy": 5,
    "relevance": 5,
    "consistency": 5,
    "safety": 5,
    "style": 4
  },
  "judge": {
    "verdict": "pass",
    "judge_model_verdict": "pass",
    "gate_verdict": "pass",
    "scores": {
      "accuracy": 5,
      "relevance": 5,
      "consistency": 5,
      "safety": 5,
      "style": 4
    },
    "total": 24,
    "reasons": [
      "All three expected key points are covered: vehicle-side fault, insurance roadside assistance, and charging log follow-up.",
      "Model correctly identifies the fault as vehicle-side rather than charger-related.",
      "Roadside assistance via insurance is explicitly recommended.",
      "Charging log review and follow-up are addressed, though framed as user-initiated request rather than company-initiated.",
      "Additional context about e-C4 being fully electric is helpful and accurate.",
      "Slightly verbose but well-structured and actionable."
    ],
    "missing_points": [
      "Expected answer implies company will proactively check log and follow up; model directs user to submit a request instead."
    ],
    "critical_missing_points": [],
    "minor_missing_points": [
      "Expected answer implies company will proactively check log and follow up; model directs user to submit a request instead."
    ],
    "covered_points": [
      "Electric-drive-system fault indicates vehicle-side issue, not charger",
      "Insurance roadside assistance recommended for vehicle recovery",
      "Charging log will be checked and follow-up provided"
    ],
    "constraint_violations": [],
    "notes": "All key points covered. Minor framing difference on log-check ownership (user-initiated vs company-initiated) but substance is present."
  },
  "autoQaScore": 5,
  "manualScore": null,
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}

出力

ご不安な状況かと思います。まず安全を優先して、次の順でご対応ください。

**1. その場での安全確保**
- 充電はすでに停止していますので、これ以上の再充電（アプリの「再度充電する」を含む）は行わないでください。
- コネクタが抜けない場合は、充電器の赤い緊急停止ボタンを押していただいて問題ありません。コネクタが外れたら、ボタンを右に軽く回して元の位置に戻してください（次のお客様が使える状態になります）。それでも抜けない場合は、リリースボタンを押し込みながら、軽く左右に揺らして引き抜いてください。
- 発煙・異臭・発熱・感電のような兆候がある場合は、その場から離れて緊急連絡を優先してください。

**2. 車両について**
車両側に「電動走行システム故障」と表示され、エンジン（システム）も始動しない場合、充電器側ではなく車両側の不具合の可能性が高いです。移動については、ご加入の任意保険のロードサービス等をご検討ください。また、代車としてお借りされている車両ですので、車両の状態については車両をご提供いただいたディーラー様へも併せてご相談ください。

**3. 原因調査のためにご教示いただきたい情報**
充電履歴を確認のうえ、後日改めてご連絡いたします。お手すきの際に、以下をお知らせください。
- ユーザーID（アプリのアカウント情報からご確認いただけます）
- 充電日時、ステーション名、充電器番号（左／右）、充電器のLED色
- アプリに表示されたエラー内容、車両のメーター表示のスクリーンショット
- 充電開始時と停止時のバッテリー残量、その場で再充電を試されたかどうか

**4. 料金について**
10分間の充電で電力量が計上されている場合、その分の料金が発生します。充電できていない区間の料金や返金の要否については、充電履歴の確認が必要なため、この場では確定できません。履歴確認後に担当窓口からご連絡いたします。

なお、上記の車両側不具合に関する案内は、社内のQA運用ガイダンス（/sources/ja/runbooks/charging-troubleshooting.md:341-345）および緊急停止ボタン・コネクタに関する案内（同ファイル:116-119、23459052214297 の公式記事）に基づくもので、公式ヘルプセンターに本事象に特化した記事は用意されていません。まずはロードサービスでのご移動を優先ください。

判定 / レビュー

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  "scores": {
    "accuracy": 4,
    "relevance": 5,
    "consistency": 5,
    "safety": 5,
    "style": 4
  },
  "judge": {
    "verdict": "pass",
    "judge_model_verdict": "pass",
    "gate_verdict": "pass",
    "scores": {
      "accuracy": 4,
      "relevance": 5,
      "consistency": 5,
      "safety": 5,
      "style": 4
    },
    "total": 23,
    "reasons": [
      "車両側の不具合可能性を明示",
      "任意保険ロードサービスを案内",
      "充電履歴確認と後日連絡を案内",
      "安全手順が適切",
      "内部ソース引用は不要でやや冗長"
    ],
    "missing_points": [],
    "critical_missing_points": [],
    "minor_missing_points": [],
    "covered_points": [
      "電動走行システム故障は車両側不具合の可能性が高い",
      "安全のため任意保険ロードサービス等で移動を検討",
      "充電履歴を確認し後日改めて連絡"
    ],
    "constraint_violations": [],
    "notes": "必須ポイントはすべて網羅。追加の安全案内は有用だが、内部ソース引用はやや冗長。"
  },
  "autoQaScore": 5,
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}