EO Charging vehicle charger

Luke_C2023

I'm new to this and usually I'm pretty clued up on my statutory rights, but this one from EO has me stumped. 

About 2 years ago I purchased an EV charger through EO who directed me to their approved installer Energise EV and I received a discount due to the government grant (by doing this I gained a 2 year warranty with EO). Less than one year later the charger failed and was replaced. However the replacement has never worked as described since October last year and EO have been unable to solve the issue. In fact their customer service has been appalling, failure to respond,  ignoring correspondence, not providing escalation contact details, the works! I requested a refund in writing to include the government grant and the making good of any holes from the installation. However EO are saying they are willing to refund the charger but the remaining costs are between me and the installer. This sounds like rubbish, but before I seak legal advice can anyone in here provide any words of wisdom?

Oh, and avoid EO Charging product like the plague!!!

Aylesbury_Duck

It doesn't sound like rubbish to me, it sounds like you have two separate contracts, one for the purchase and another for installation, with two different companies.  Aren't you still in the two year warranty period, or does "about 2 years ago" mean you're beyond it?

If you received a discount in the form of a government grant, why do you expect EO to refund the gross amount?  That would be betterment.

Grumpy_chap

Luke_C2023 said:

I'm new to this and usually I'm pretty clued up on my statutory rights, but this one from EO has me stumped. 

About 2 years ago I purchased an EV charger through EO who directed me to their approved installer Energise EV and I received a discount due to the government grant (by doing this I gained a 2 year warranty with EO). Less than one year later the charger failed and was replaced. However the replacement has never worked as described since October last year and EO have been unable to solve the issue. In fact their customer service has been appalling, failure to respond,  ignoring correspondence, not providing escalation contact details, the works! I requested a refund in writing to include the government grant and the making good of any holes from the installation. However EO are saying they are willing to refund the charger but the remaining costs are between me and the installer. This sounds like rubbish, but before I seak legal advice can anyone in here provide any words of wisdom?

Oh, and avoid EO Charging product like the plague!!!

You seem to be asking for a refund that exceeds what you paid, unless I have read this incorrectly.

Why would you want all the installation and cable holes etc removed?
If you had an EV charger installed, presumably you still need an EV charger, so any cables installed can remain and the faulty charger simply changed out for whatever new charger you select to replace it.
A refund of the cost of the charger seem appropriate.

Have I missed something somewhere?

RefluentBeans

Agree with what’s been stated above. 

Technically the government should probably also get the money back they gave for the grant. You don’t get to keep it. 

It’s an interesting situation - taking the warranty out of the picture (as warranties are not consumer rights and can have their own rules in relating to labour etc), if a product is faulty under the CRA after 6 months, can the retailer opt to not refund the fitting fees? I assume they can’t charge fees to take a product out, but what about the fees to put it in?