Podpoint Avis 121

Email communication slow but the guy who came to fix my podpoint was excellent - thorough, efficient and explained it all. Thanks to Matt Lofthouse
Ian Burton

I have been repeatedly failed by this dreadful company. Accordingly I wish to cancel my order with them, to return the equipment supplied and be provided with a full refund amounting to £1614 paid. Even worse than this their contact form DOES NOT WORK as it refuses to accept my email address and first name although these details have been correctly supplied . I pointed this problem out to them but THEY HAVE DONE NOTHING TO CORRECT THE FAULT

The absolute worst company to try and deal with ever.
They eventually answer the phone but are totally useless and do not have a clue or give a stuff.

Rarely ever respond to an email, on hold for about 1 hour every call to then be cut off or talk to someone that doesn't know why you have been put through to them.

Avoid this company at all costs, as it will cost you ....

Rubbish customer service. Takes days to respond to email and phoning them with the rate they progress with calls in a queue suggests only one person is manning the phones.

Two stars as the operatives that I eventually speak to are human and pass on messages to non a customer facing ‘success’ team
That’s where it stops and after reading all of the negative comments in relation to this company…. We are probably all wasting our time reviewing it as they continue to offer an appalling service
A PodPoint was installed and then after a number of requests commissioned
Then nothing!
We have discussed activation on six occasions and had the same reply every time
‘We will pass the info on to our non customer facing success team to get the unit activated and keep you informed when we get some information’
The ‘out’ is…. If they don’t get any information…. They won’t get back.
Been waiting a month now for the point to go active ….
Pretty useless really
Frightened to think what may happen when they switch it on…..if they switch it on!

Shocking customer service. Been promised the earth and got no feedback after several phone calls.

Not even installed yet and service has been terrible. About to phone BMW and complain.

If you are thinking about purchasing or leasing an EV don’t opt for Audi or PodPoint! A year of issues that they both acknowledge are related to their products but are still no closer to rectifying. For a 3rd time this week my car has failed to charge more than 1-2% which is less than useless!They are happy to take your money and receive the multiple emails and calls you repeatedly make but make very little if any attempts to provide a resolution. I would have given 0 stars but the system does not allow for that.

AWFUL. AWFUL. AWFUL. Preserve your mental health by avoiding. Lots of promises for call backs. Nothing in reality. Nothing at all. BMW currently offer free Pod Point 7 kw charger and installation. Don’t be enticed. It’s not worth it. This company is as awful as they get. Avoid.

Appalling end to end experience, except they are very good at the sales process and taking your money.
After waiting over weeks to get the installation done, it took 2 days of chasing to get the pod to actually start working.
And even now it wont charge above 4.2kw. But I spent a small fortune buying the expensive version ! Oh what a fool I was. WARNUING- go anywhere else, literally anyone but Podpoint.

What an appalling outfit. If you get the right person, the customer service is reasonable, but there's a lack of customer issue ownership most of the time. They're very pleasant on the phone, but then nothing happens!

We realised we had a problem with the wifi connection, when PodPoint tried to change a setting remotely following solar panel installation. PodPoint then told us the unit had not been connected to wifi for the last TWO YEARS! Why this fact has only just emerged is beyond me. I suspect they wanted to get me out of the three-year warranty period, so they could then charge £190 for an out-of-warranty call-out.

I duly paid the money, and after many phone calls, a time was arranged.

Yesterday the engineer came, told me it needed a new PCB (another £410 that needed to be paid immediately!!), fitted it and then (surprise, surprise) couldn't connect it to the wifi. He said it must be a faulty PCB, but it's a bit of a coincidence that we still have the same wifi problem we started with.

I had been dealing with someone in particular in the technical team (apparently, my account manager, I discovered today - who knew?). He didn't respond, even though I copied the chief executive.

All round terrible customer experience.

Avoid!

We had two chargers installed at two different work sites, one is offline and giving out free electric and the other is not working.
Absolutely no aftersales service, they just want your money up front.
Dont bother and go with someone else

Pod point installed an EV point for me (paid for by Jaguar) this morning after a 6 week wait. I expected the wait given the end of the grant scheme, but the installed unit cuts off after 30 seconds of charging with a fault indicated. I contacted them for help and got a bot reply telling me that they are very busy but someone will reach out soon.
Deploying equipment that doesn't work will keep their helpdesk very busy. In my opinion the technician should have tested the final function of the unit on load before leaving.

Update: Support contacted me by phone next working day after a 4 day weekend. It turned out the installation technician had connected the induction loop around the wrong mains wire, preventing the unit from working. Support were able to diagnose and change the unit electronics to give me half power charging. Fortunately I have the engineering training to fix it once it was explained to me what was wrong rather than waiting for a visit and running on 1/2 power until then.

Would have left zero if I could have. Recommended by land rover ( who have also been hopeless) we received a series of emails asking for various images of fuseboxes wires etc. The first set were sufficient and on receipt of the second set we were told we would need an electrician to upgrade. Our house is twenty years old not something from the 18th century. No response were challenged, no reply to further emails. On hold to their customer helpline for 20 minutes to be told that's all they can do. Shocking service do not use !!!!

Placed my order before the required cutoff point for UK Grant, only to find out they didnt have any fitting dates before the 1st April, so will not qualify, also car is being delivered and 12th March, so I will not be able to charge at home. Cancelling order as I found a more responsive company.

Had a charge point fitted early last year. All going well until recently when I tried to use charge scheduling for the first time. Initially there was a problem because I discovered my charge point had never been connected to my WIFI. This should have been part of the installation but was never done. If it had been done at installation they would have realised that it was placed too far from my router! This meant that I had to pay for an extender at a cost of £20 which I feel should be refunded. Now that WIFI connection OK, the charge scheduling still will not work. The charge point light is blue, when I set the schedule and when I plug in it flashes green as it should. Car has been checked and has no times set itself and is not full so it should charge, but doesn't. I can now only charge as normal like I did before, but had to remove all my schedule times to do so. A lady at support centre says I have a faulty charge point and escalated the problem. Next thing I get is an email suggesting its not working cus I have no schedule set. I had to turn of all the timer settings in order to charge my car!! Do these support people actually know how to use an EV?? And by the way, pick up the phone to discuss issues rather than assume what's happening and sending wasteful mails!

I can't believe how quick and simple it has been to get the charger installed. I ordered my new car on Dec 27th during the Christmas holidays and there was a charger point included in the offer. I didn't expect to hear about it until some time in 2022, but I received an email for Pod Point on 29th December. The forms were broken down into simple steps which I could follow easily and was given an installatioin date of 28th January very quickly. On Tuesday 25th I was phones and asked if they could come on the Wednesday 26th to which I agreed. They were due between 8 and 12 noon.
The Electrician arrived promptly at 10 past 8 and after a brief chat about where I would like it fitted he set to work. He was pleasant, effecient and worked in a tidy fashion, even taking the cable a slightly longer route so as to keep it less obvious on my wall. The process was completed by 9:45 and he then gave me a quick demo (and another chat) before going on his way.
The process worked for me perfectly and I can only say that their procedures worked for me.

Thank you.