"Very poor customer service response"

Emailed support on 10th September to report a faulty Zappi charger. 15th September chased for any response. Got a response on 19th September from Kieran who was helpful. I provided the requested details, and we confirmed it was an out of warranty repair, and I should package it up, pay an inspection fee and return the unit.
I then heard from Sarah on the 20th September who sent an RMA and bank details for the inspection fee. Paid same day, and the unit was packaged up and posted on the 22nd September with tracking info provided.
Nothing heard until I chased on the 3rd October for an update, and was advised that coincidentally the unit had been inspected and could be repaired. The fee was provided less the inspection fee, and once paid the repair could start.
Once again I paid immediately and the repair was instructed same day (3rd October). I chased on the 9th October, nothing. Got a response on the 10th saying it had been repaired and would be shipped same day.
Chased on 13th October for tracking as hadn't seen anything. No response.
Chased on 16th October, still radio silence.
Phoned on the 18th October and spoke to someone who advised that the unit had been requested to be shipped but was still sitting with them! They would have it shipped immediately.
Finally got hold of the repaired unit on the 19th October from raising the request on the 10th September. Not sure how long it would have taken if I hadn't chased all the way through.
Not a great experience myenergi.

"The Zappi unit kept tripping and I was…"

The Zappi unit kept tripping and I was informed that the rate of charge had been reduced by 50%. This has made no difference and the Zappi trips at least three times every charge which means I have to constantly check the charger.
I would also like to mention that trying to contact them by phone is a complete waste of time as it is never answered. Emails take at least a week for a reply. What does this tell you about the company. I have now replaced this EV Charger and I would recommend all not to purchase the Zappi Chrarger.

"How long do you think a Zappi charger should work for?"

Warranty? Would you expect this item to last more than 3 years? I certainly would!

I am extremely disappointed with MyEngergi. Everything was great, until there was a fault.

We had our Zappi installed 8th September 2020, but didn't start to use it until we took delivery of our EV 23rd September 2020.

On 16th October 2023 (this year). The car failed to recognise the charger and now wont charge.

MyEnergi's stance is there is a 3 year warranty and we are more than 2 weeks outside of that warranty.

The Consumer Rights Act 2015 makes it an implied term of the contract, that goods be as described, fit for purpose and of satisfactory quality.

MyEnergi you are in breach of contract. I've owned the product between 6 months and 6 years, I am within my statutory rights to ask for it to be repaired!!!

You says I to have to pay a local installer to remove the device, pay to send it back to you, then pay you (£50) for you to look at it. Once you have looked at it you will then then advise how much it will cost to repair (and deduct the £50 off this charge) - why aren't you sending some out to my property to resolve the issue? I am happy to pay a contribution to the cost, but this is ridiculous!!

"Fantastic customer service and products."

Had a fault on my zappi rang and spoke to will and ria. Fantastic service. There are plenty of charger companies out there so glad I chose myenergi their products and customer service are second to none.

"Excellent company"

Just had the EV charger Zappi fitted a few weeks ago and am really pleased with it. It’s great how the myenergi app tied together the zappi, libbi, solar panels, batteries and import / export of mains. Easy to use and understand

"Great service, fast replies"

Great service. Responses on my support ticket came through within minutes - extremely quickly. The problem needed some to and fro communications which successfully sorted my issue.

"Earlier this week my Zappi stopped…"

Earlier this week my Zappi stopped working correctly. I tried to solve the problem myself, but couldn't. I contacted Myenergi-support and the problem was solve at once. Tom Baldwin did a great job so thank you so much.

"Excellent Customer service all round"

I contacted MyEnergi support re a potential fault on my EV Charger. Their response was virtually immediate and positive. They agreed to swap the Charger virtually without question. The rest of the process including sending the replacement and its installation was handled with professionalism and punctuality. What a brilliant job and excellent customer service. I could have asked for better. So refreshing to encounter a business and its agents (Essex Vehicle Charging) that care and delivers on their promises. Great job!!

"Terrible quality control and service…"

Terrible quality control and service response. We had our initial one installed late April/early May of this year. The first one developed a fault after around 3 months (comms error), as this was holiday season, it took around 3 weeks before a replacement could be installed by Myenergi. This was installed and working well until around 5 weeks later and the second unit has developed a fault. This time it’s an RCD failure requiring a new part to be sent to me before they can arrange an engineer to change the part. This means, over the 6 months we have paid for it, we are likely to be without it working for around 5-6 weeks. I also think they need to consider their Logistics. Why do we have to wait for get parts to be sent direct to me when service parts could be kept on the service van? Oh and whilst they are at it, keeping a customer waiting to speak to someone for over 20 mins is not best practise either. 😡

"Problem with app"

Quick contact made and problem solved efficiently and accurately.
Polite and well mannered person on the phone at first and went to email to avoid queuing