Puredrive Energy Ltd Avis 

Technology can go wrong, unfortunately, but when you've spent thousands of pounds on a Solar / Battery system, you want it working...100%.
My problem couldn't be solved remotely over the phone, so Tyla at Puredrive organised a site visit for me. The Puredrive engineers gave the battery system a through overhaul and all is running okay now. A job well done.

I had a battery that was 3 years old and I noticed a slight deterioration in performance. In a few days I had an engineer that tested it and declared it needed to be replaced. Not only was it covered but he already had one with him and it was replaced without any fuss. Thanks also to Katie and Tyla customer service team. Katie for arranging the visit in the in the first place and Tyla for being so patient and helping with some app issues subsequently.

Marc and Will arrived promptly as notified by text. They were knowledgeable regarding issues with Puredrive batteries and failure modes. Checked all components of my solar/battery system and replaced the faulty battery within 40 minutes.

The company who installed my solar/battery have been useless because they basically don't know what they are doing. However this is not the case with Puredrive who have been excellent and despite the solar companies best efforts to mess things up, always manage to sort things out from their end.

Just a quick thanks to Marc and Charlie for an excellent outcome to my problem ref battery charging on my system. Arrived promptly post an advance call, nice friendly tone and helpful. Relaxed, casual and polite and enjoyed a cuppa on arrival. Marc was V informative regarding my issues and explained in detail the whats and where fore's. In attendance for well over an hour with the system reset and functioning as new. The outcome was totally positive with a replacement battery fitted as the icing on the cake. Both were a credit to the company, once again many thanks and a nice way to finish the day.
Don Acton MBE

Had an issue with a Puredrive battery under warranty and used their customer service line. Katie was very efficient in our call and the outcome was an engineer visit to replace the battery the following week. Charlie rang ahead to confirm his arrival time and the battery was switched out very quickly, new one connected, and the inverter settings tweaked to the latest set up. Everything has been working perfectly since. Excellent support and customer service - so pleased I chose Puredrive batteries

I was impressed with the speed of response from Maja, the customer service adviser. I was informed along the way of what was happening and the issue was resolved by the software team. I was informed to get get back in touch if I had any further issues. I felt listened and valued as a customer.

If only every customer support representative was a star like Will!

His patience and perseverance to resolve our problem this morning was commendable. He is very good at his job because my dad is 85 years old and I am in my sixties. Will had to talk us through technological and online App instructions which appeared complex for us. Yet, he never showed any frustration. Friendly, expertly knowledgeable and he even went to the trouble of following up with our installer so that an appointment could be organised to fix our batteries.

My sister and I are planning to purchase solar panels & batteries and we will be buying them from an installer affiliated with Puredrive Energy Ltd/Will.

PS. He also saved the installer’s review by confirming that the installer Thomas Somerville of Sharp Energy Ltd had informed them of the problem. So he treats installers using Puredrive Energy Products with the same respect and courtesy that he showed us.

I had a problem with one battery not charging. Two guys from Puredrive visited and changed the battery. Very efficient service , keeping me informed on what was happening. They showed me the system was back running properly and even showed me features on the app to make the system more efficient for how I use it . Well done Guys.
I was followed up by Tyla from customer service to confirm he had run a check and all was running as it should.
Thanks to all from Puredrive.

I believe the hardware is good but the software and total lack of support are abysmal.
The software charges at the exact wrong time - when electricity is expensive - and doesn't charge at all during the cheap period.
The controls don't work as they say they do.
The company was apparently sold to duracell and since then do not even bother replying to email at all.
Cannot now upgrade the system as I understand they don't produce batteries compatible with the one I bought only 3 years ago.

UPDATE: I was able to get in contact with puredrive by posting comments on their instagram page - I was called within one hour (compared to multiple emails over a month with no reply).

The person I spoke to was very technically knowledgeable and we worked out a solution - which was to avoid using PureDrives scheduling algorithm (which doesn't work). I'm now using Solis's scheduler directly which has been working perfectly for a couple of months.

Tyla was very quick to answer my questions and the Software team were super quick to fix an issue on my account. Very impressed with the level of service and follow up email.

Marc contacted me an hour before his ETA and again when 5 minutes away from my home which helped in knowing someone was definitely coming. Marc was very knowledgeable and soon found an issue with my 5kw battery. Hugh provided the muscle as the 60kgs battery pack had to be replaced. Marc also contacted the software division as the app had been providing missing and corrupt data. The lads were very pleasant and polite and represented the company well. They were both happy to stay for additional time to ensure the system was working correctly and the data provided by the app was accurate. This home visit certainly lowered my level of frustration having phoned Head Office numerous times over the previous 3 weeks (hence 1 star missing).

Just wanted to mention Marc for his amazing help today. He stayed an extra two hours after finishing time to help troubleshoot issues with a system and managed to get it sorted. He is a credit to the company, will happily start using more Duracell as you don’t get customer service like this anywhere else. Thanks again.

You can really tell how good a company is by their customer service after purchase. I’ve had my Glow Green system for two years trouble-free, but when a fault occurred, both Glow Green and Puredrive went above and beyond to resolve it quickly.

Special thanks to Richard at Glow Green and Katie at Puredrive—they handled everything responsibly, even coordinating with third-party suppliers, and kept me informed throughout. Despite me not always being the easiest customer, they took full ownership and ensured everything was reinstated.

Highly recommend Glow Green for Solar and Puredrive for their batteries and outstanding customer service.

Well I contacted Puredrive with a general query got a great response from Charlie sorted out my query even interfaced with my inverter supplier.

A company to do business with

Many thank
John

Issue with why the battery was being charged by the grid not the solar panels. Sent in a query to support, got an answer from Will within 2 hours.

I needed help in setting up access to my Puredrive batteries and connecting them to the Solis reporting system. Charlie got back to me very quickly and talked me through what I needed to do and he sorted his side very quickly.
Fantastic service.

Had an issue with my battery. Puredrive sent 2 engineers who went above and beyond to get my battery fixed. In the end they decided to replace the battery, you can’t say fairer than that! Puredrive stick by their warranty, which is refreshing in this day and age where a lot of companies use technicalities to avoid their obligations, Thank you!

Marc and Ren visited my property after I reported a problem with one of my batteries. They were super friendly and knowledgeable and replaced the faulty unit with no charge or issues. Would highly recommend.

Have 2 dead batteries waiting to be replaced since feb 18th. These batteries are only a couple of years old. It is July and still no sign of these batteries. Abolsute shambolic company. Do not use this company ever.