Nightmare with free home charger - EV Charging Centre / Chargemaster

1954 Views 9 Replies 4 Participants Last post by flipper, Aug 29, 2014

chris ward

Discussion Starter · Aug 29, 2014 (Edited)

Just thought I would share my nightmare experience with EV Charging. We are new to this electric vehicle malarkey. The Boss Lady ordered an Outlander PHEV. Unbeknown to me she registered for a free home charger via Chargemaster, they emailed her to get her to contact EV Charging Centre t arrange an appointment.

At the same time I had contacted a local company, Solway renewables who were really helpful expliaing the various options , type 2 sockets etc etc. Unfortunately I coudlnt proceed as an appointment had been made with EV Charging centre, Tuesday 19th 9:00

I arrnged for a half day holiday on Tuesday 19th. received a call on the preceding Friday to say the stock hadnt arrived and could we re-arrange for 26th 10:00. Not happy to have to take another 1/2 day but reluctantly accepted. They were patronising and kept saying 'sorry' but couldnt explain why I had been led up the proverbial path and lied to. Pathetic customer service IMHO (actuall worse than that but didnt want to use naughty words

)

Yesterday called Suzanne from Solway Renewables (the local company) who is making arrangements for us. As we are now having to do this via the new scheme thsi will take a little while to process the papwerwork etc. Why didnt I just get Solway to do it when EV first cancelled - kicking myself.

Cannot stress how helpful Suzanne has been. Perhaps EV Charging should pay her to train their staff on how to deal with Customers.

Moral of the story. Deal with local companies who you can trust wherever possible

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kentish zoe

· #2 · Aug 29, 2014

Welcome to the wonderful would of ev's. Search the threads for many similar stories (or worse) and just wait till you have to sign up for charging cards .

chris ward said:
Just thought I would share my nightmare experience with EV Charging. We are new to this electric vehicle malarkey. The Boss Lady oreder an Outlander PHEV. Unbeknown to me she registered for a free home charger via Chargemaster, they emailed her to get her to contact EV Charging Centre t arrange an appointment.

At the same time I had contacted a local company, Solway renewables who were really helpful expliaing the various options , type 2 sockets etc etc. Unfortunately I coudlnt proceed as an appointment had been made with EV Charging centre, Tuesday 19th 9:00

I arrnged for a half day holiday on Tuesday 19th. received a call on the preceding Friday to say the stock hadnt arrived and could we re-arrange for 26th 10:00. Not happy to have to take another 1/2 day but reluctantly accepted. They were patronising and kept saying 'sorry' but couldnt explain why I had been led up the proverbial path and lied to. Pathetic customer service IMHO (actuall worse than that but didnt want to use naughty words)

Yesterday called Suzanne from Solway Renewables (the local company) who is making arrangements for us. As we are now having to do this via the new scheme thsi will take a little while to process the papwerwork etc. Why didnt I just get Solway to do it when EV first cancelled - kicking myself.

Cannot stress how helpful Suzanne has been. Perhaps EV Charging should pay her to train their staff on how to deal with Customers.

Moral of the story. Deal with local companies who you can trust wherever possible

Save

Reactions: 2

Edd Beesley

· #3 · Aug 29, 2014

chris ward said:
Just thought I would share my nightmare experience with EV Charging. We are new to this electric vehicle malarkey. The Boss Lady oreder an Outlander PHEV. Unbeknown to me she registered for a free home charger via Chargemaster, they emailed her to get her to contact EV Charging Centre t arrange an appointment.

At the same time I had contacted a local company, Solway renewables who were really helpful expliaing the various options , type 2 sockets etc etc. Unfortunately I coudlnt proceed as an appointment had been made with EV Charging centre, Tuesday 19th 9:00

I arrnged for a half day holiday on Tuesday 19th. received a call on the preceding Friday to say the stock hadnt arrived and could we re-arrange for 26th 10:00. Not happy to have to take another 1/2 day but reluctantly accepted. They were patronising and kept saying 'sorry' but couldnt explain why I had been led up the proverbial path and lied to. Pathetic customer service IMHO (actuall worse than that but didnt want to use naughty words)

Yesterday called Suzanne from Solway Renewables (the local company) who is making arrangements for us. As we are now having to do this via the new scheme thsi will take a little while to process the papwerwork etc. Why didnt I just get Solway to do it when EV first cancelled - kicking myself.

Cannot stress how helpful Suzanne has been. Perhaps EV Charging should pay her to train their staff on how to deal with Customers.

Moral of the story. Deal with local companies who you can trust wherever possible

At least your car has the backup dino juice, it's a lot more frustrating for BEV's when this kind of thing happens...!

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Reactions: 1

chris ward

Discussion Starter · #4 · Aug 29, 2014

kentish zoe said:
Welcome to the wonderful would of ev's. Search the threads for many similar stories (or worse) and just wait till you have to sign up for charging cards .

Yes I am so pleased we decided on a PHEV so we arent relying on the cards necessarily. Have already learned that Ecotricity (think thats what they r called) are free. As boss lady is limited to 12000 miles p.a. she will mainly be doing shortish journeys in the main. I opine that her time is worth too much to be hanging around for the slow chrgers so wont be using them but will use rapids at waitrose hexham for her monthly trips to newcastle , 1/2 hour so get a coffee etc / a bit of shopping.

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kentish zoe

· #5 · Aug 29, 2014

Yes ecotricity are currently free, very rapid and convenient (at all ikeas too) but you will need a free RFID card from them https://www.ecotricity.co.uk/for-the-road/registration-form - you will probably need a different card for the waitrose charger but not sure who runs it in that area..........

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Reactions: 1

flipper

· #6 · Aug 29, 2014

The Hexham charger is CYC - Charge Your Car.

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chris ward

Discussion Starter · #7 · Aug 29, 2014

flipper said:
The Hexham charger is CYC - Charge Your Car.

Thanks - cant believe how helpful everyone is on this forum

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chris ward

Discussion Starter · #8 · Aug 29, 2014

flipper said:
The Hexham charger is CYC - Charge Your Car.

Do you happen to know if I can use the CYC app at this unit please ?

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kentish zoe

· #9 · Aug 29, 2014

Well the whole issue of the different chargers is a big problem so it is handy to get some advice, (we currently have 3 cards and 2 phone apps for our Zoe but we don't bother with any paid for ones at the moment.)
Incidentally, many ev drivers have swithced their home supplier to Ecotricity in support of their positive stance for EVs as well as because they only use renewable energy sources. There is also a feeling that at some point they will need to charge for use of their rapid chargers but they may keep it free for Ecotricity customers , but this is only pure guesswork.......

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flipper

· #10 · Aug 29, 2014

chris ward said:
Do you happen to know if I can use the CYC app at this unit please ?

You should be able to - and there is also a telephone number you can call if necessary.
(This charger was upgraded a few weeks ago - I recall there were some issues with it recognising cards but I haven't seen any reports recently, so it should all be good).

If you're worried, you could tweet @CYC - they are very good at replying on Twitter.

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