Puredrive Energy Ltd Avis 

If I could give half a star I would. Zero customer service, despite this involving a product under warranty. Their customer service phone line drops out and after approximately 12 emails over the course of months and months I have received one response saying a ticket would be raised and have heard nothing since. Would not recommend to anyone. Unless you enjoy paying to replace expensive items which are still under warranty.

Difficulty Getting Hold of Customer Services. We have had a pure drive battery for a while ( well actually 2 at different properties) one battery has had a few issues that has settled down the other keeps having issues with the Venus part that connects to the domestic router this has now broken twice and we are looking at the 3rd occasion - Report - 48952165996. The difficulty I have experienced is getting an answer from Customer Support in order to then get an engineer to come out to the job. Your waiting times to receive an answer to your call it is unjustifiable. The computer say's your call will be answered in 9 minutes however it exceeds this by sometimes 30 minutes when you give up or the call gets cut off when they offer call back facility they don't call you back this is only the first hurdle quite often they want to email some instructions to follow and then you have to call them back after following them so you have to go through this all over again. What makes it worse is I always need help from the other half to go through these instructions they aren't complicated it's just the location of the router therefor two people are stuck with this awful contact issue it's enough to put you off buying the product for that reason alone - Please get more people to answer the phones. Following this experience Will from PD customer services contact me the following morning stated he was arranging an engineer to attend. At the time of writing this update 11.10.2026, I have no date for the engineer to attend I have asked the engineer who comes out also investigates why this particular part has now failed 3 times causing the app and control of the battery to go offline especially as we are approaching the winter period when controlling your battery is now more important than ever!

Had a problem with my Solar panels, spoke to Charlie who helped despite this not bring a straightforward battery issue first - really helpful advice and signposting which sorted the issue, Charlie then checked in with us to ensure we had no other issues. Great customer care and service.

A team member named Charlie was a support assistant for me through email and followed up via telephone, he was a very helpful and polite man great customer service.

I contacted Will Clews at Puredrive to help sort out an issue with our app, which had stopped working. He managed to remotely send instructions for getting data flowing again, and went over and above, helping us update to a new app. He was efficient, helpful and answered a few other questions that have helped us get the best out of the system. Highly recommend!

Puredrive is branded as Duracell Energy in the UK, and this relates to the Duracell Energy App.

When working, this is a really good and useful app, showing how much solar energy is produced at what time, the level of the battery charge, import and export of electrical energy.

After contacting everyone, I finally got a call and Maja sent an e-mail to reset the app via the inverter comms. Unfortunately, after 12 hours the app went offline and the reset did not work. This time, Maja contacted their IT to remotely reset.
Fingers crossed this lasts :-)

For a week and a half the app has gone loopy, recording sunshine (=solar energy production) throughout three nights, the battery being charged over 3x its capacity and production/consumption values (which ought to be equal) which are out of synch.

Deletion and relaunch of app did not help, local log-in (possible a month ago) failed earlier today.

At this stage, I cannot be sure whether it is the app or the inverter comms unit which is broken here.

Finding access to their customer service form is not straight-forward, nor does it do anything: twice a form was filled out and twice - absolutely nothing happened, not even an acknowledgement and case ticket number.

This is beyond acceptable for such a high-value installation.

Charlie.S fixed my system, I had an issue with reconnecting my system to the WiFi, he was very polite and explained it very clear.

I have repeatedly emailed customer services regarding a potential fault with my system and never had a response. i have looked for a phone number to call them and ask why they repeatedly ignore emails but there is no phone number or if there is its well hidden.

I called Puredrive with a charging issue. Charlie S guided me through how to correctly set it and sent me to the FAQ’s, thankfully now it has been working for a week.

Once you manage to get someone on a call, they are pleasant (hence the two stars and not one) but the overall service is hugely unreliable, with scant responses to problems. I have been waiting weeks for replacement batteries. They finally were installed this week and I was promised the whole system would work - but no, it's not working AGAIN. I have gone through two heatwaves without a battery now, so am still paying for night energy and gas - normally ZERO during the summer months. I would really like to bill you for the costs I am incurring. I can't quite see how you can claim that you have 'award winning customer service' - have you won that because the staff are friendly, even if they don't respond to the issues you have? Just getting an email saying "we are working on the problem" is insufficient. I am NEVER called back, despite explicitly asking for a phone response, and the emails you do (infrequently) send, as I said, tell me nothing. I am very very frustrated by my experiences with PD and won't be recommending you to anyone any time soon.

No response from tech support. On 9 May 26 I requested assistance setting up the Duracell App with my 3 year old Pure-drive 2 and Solis inverter. Plenty of promises in the early days but the app still does not work. Now being completely ignored - it’s 9 July and app has never worked. I don’t think they really care about Puredrive customers now they have rebranded to Duracell. I have zero confidence in Puredrive/Duracell support and worry about the level of support in case of battery problems in the 10 year warranty period. I would definitely not recommend this company based on my recent experience.

Great customer service, thanks to Charlie transferring me from the Puredrive - Duracell Energy app and then explaining”

Charlie was so helpful and done a great job resolving my issue!! Highly recommend 👌🏻

It has been horrible couple of months with puredrive, this is second time I have my issue with its battery in less than 6 months time. It does not work at all!
Even worse it's their service, first I need to wait for 20 mins for someone to pickup my call, second my problem is never been solved. Except say 'nothing I could do, I have put you in the list". I have been waiting for 3 months since battery stopped working and called over 10 times now. The answer is still 'waiting'. What if the quality of the product is so poor, at least you are expecting with a bit better service, but definitely not.
I will suggest anyone who is considering their products please consider carefully. It's a lot of pain after choosing them. I just have no choice now.

Had a lovely chat with a young lad Charlie S, he did an amazing job guiding me from the Puredrive app to the Duracell Energy app and it works perfectly! He also talked me through how to use it which made it crystal clear to me. Thanks again!

I have updated this review as since posting on here the response by Maggie has been incredible- Careful Puredrive/Duracell someone is going to poach Maggie - All companies need a problem solver and Maggie is the answer- fantastic response - thanks

As mentioned by others - used to have really helpful end user help team - now something has changed - loads of calls and loads of broken promises of call backs - so I am left with nothing working and they refuse to answer phone now - they make you listen to music for half an hour then - answer machine kicks in and your message go’s nowhere. Shocking shocking shocking - avoid at all costs if considering this company and its new owner Duracell Energy’s products

The battery installation is unreliable. It's been fine for the past year, but recently plagued by problems which have been countrywide. It needs to be sorted out. The problems are fixed quickly, but shouldn't keep happening. I advise anyone considering the company to join the relevant Facebook group and think about it.

I recently changed our Internet Service Provider (ISP),
This involved getting a new router which operates at speeds of either 5Ghz and /or 2.4Ghz. The latter speed connects more easily to equipment which may be external to your property. In this case our Duracell Inverter for our solar panels and Duracell battery.
The process is a bit complicated, requiring a Bluetooth connection to be made with the Dura1 app which then allows the connection to the router. Charlie Shakespeare at customer sevices was an immense help and endlessly patient as I struggled to get it right. I found that the Inverter's dongle which links to my router was faulty and Charlie sent a replacement which I fitted. This time the connection process worked and I look forward to many years of service with my router connected successfully. It is very comforting to know Puredrive Energy have such helpful people like Charlie to help customers, especially in the long term. I cannot thank them enough for getting my internet connection fixed.

Great support from Charlie, 10/10

When the Puredrive batteries were installed as part of a PV system, the system worked well and the customer service was exemplary. What a contrast with now. Customer service is non existent. emails ignored a formal complaint 10 days ago also ignored. Long waits on the 'phone only to be told after half an hour of putting up with the 'music' to leave a message: also ignored.
The problem? The Duracell app has ceased to function and I can not programme the batteries via the app to charge at off peak rate. The old Puredrive app used to function flawlessly. What a change in the wrong direction.