Faulty EV Charger - Nobody will take responsibility. Are there any options?

highnoon888

A few years ago, I contacted Octopus about getting an EV charger installed and they arranged a local installer to set up an Octopus branded EO Mini Pro 2 charger. As can be seen here, Octopus really did advertise EO chargers, built tariffs around them, and the equipment I have has their logo on it: https://web.archive.org/web/20210301072806/https://www.octopusev.com/eo

As soon as it was installed, it started to have issues. It would flip the fuse switch at random and make a thumping noise. Due to covid, they couldn't get anyone out quickly, and after a few weeks of back and forth it came right so I forgot about it.

A year later the fuse issue started again, I tried contacting the installer and they didn't reply. I logged it with EO and Octopus who said to go back to the installer. This continued off and on until this year where it has stopped reliably at all. I can leave my car plugged in all week and it might work 100% fine, or it will only work for 10-20m here and there and charge over the course of the week, but constantly be switching on/off. Sometimes it works fine for weeks, sometimes it doesnt work at all.

I have tried contacting the installer 20+ times, nobody will reply.

I've tried contacting EO, who say it is the installer's issue.

I have tried contacting Octopus, who say they have nothing to do this with and aren't part of the transaction and I have no standing to contact them.

EO recently announced they are discontinuing any smart features with that charger, so it doesn't even work for what it was advertised as. I've seen many people on here and Reddit start to take EO to small claims based on this alone.

I've tried to really press Octopus as they are adamant they have nothing to do with it, despite it being branded by Octopus, the whole install was arranged by Octopus, and the installer uses octopus@ in their email. 

I've endured a few months of back and forth with Octopus where they are clearly using AI to create nonsensical replies. In one instance, I sent video of it switching on/off rapidly and they replied saying "we are pleased your charger is working safely and reliably". Or, where I spent 3 weeks talking to one person who constantly assured me I had a formal complaint, who then suddenly said they can't accept complaints about EV chargers, no complaint is to be raised, and any communication that a complaint was raised is an error. I then complained about the complaints procedure and they have now issued a deadlock letter with the only recourse being CAB or Small claims court, stating the Energy Ombudsman isn't available for EV charger disputes.

I feel completely lost.

- EO says the installer is at fault.
- Octopus acts like they are a random unrelated party and have told me not to contact them about equipment with their logo on it, that they arranged to be installed, that I purchased to use with their tarrif. 

- The installer has never acknowledged the issue since I first raised it.

Can I actually take this to the Ombudsman, despite Octopus's position? Should I take it to small claims? If so.... who? Octopus, EO, the installer?

molerat

I suppose it all comes down to who you paid.

When exactly was " a few years ago"  as mentioning Covid could mean you are close to / outside the 6 year limit.

Who actually installed it, local one man band or bigger company ?

MWT

Who did you pay for the EO Mini Pro 2, the installer or Octopus?

... and if it was not included, who did you pay for the install?

... and how many years ago was this?

Keep_pedalling

After all this time you are not going to be able to get any recourse from whoever you paid to install it without getting proof that your issues are caused by a faulty installation or an inherent fault within the charge point. To do this you are going to have to pay an electrician to establish exactly what the problem is. 

Are you getting any LED error codes coming up on the unit?

https://static.rapidonline.com/pdf/eo_mini_eo_basic_led_guide_v1.pdf

Ectophile

After so many years, your most realistic option is to find a local electrician who does car chargers.  Get them to work out what's gone wrong.

If it's been over 6 years, you have little in the way of consumer rights.  Even if it's less than 6 years, you still need an electrician to work out what's gone wrong and tell you (in writing) if it's an inherent fault with the installation or the charger.  After so many years, that's not going to be straightforward.

mmmmikey

Hi, not what you want to hear but to be honest I don't think you've got the basis for a successful claim against Octopus if they didn't sell you the charger, and I don't think you'll get anywhere with a claim against EO either if they've already referred you back to the installer. This might seem desperately unfair but that's the way it is. It also seems unlikely that you'll get anywhere with the installer without taking legal action and that course is risky as it will involve expense on your part with no guarantee of success. So I think you really have two choices here - either pay someone to look at the existing unit and/or installation to see if you can get it working, or scrap it and start again. It sticks in the throat to say this but however justified you are in your complaint against the various parties collectively I think you're unlikely to succeed in progressing this with any of them individually. So IMHO this is probably one you're just going to have to take on the chin and move on from

Qyburn

If the "fuse switch" is an MCB I suggest replacing it just in case it's gone iffy. They're only a few quid. 

mmmmikey

Qyburn said:

If the "fuse switch" is an MCB I suggest replacing it just in case it's gone iffy. They're only a few quid. 

Good point - do you know if this should be a Type C MCB (sounds possible for this type of device), and if so I wonder if that is what is fitted, or just a bog standard Type B?

EDIT - have just checked the manual, looks like it should be an RCD rather than an MCB, could be either Type A or Type B.

born_again

TBH, given they are no longer smart chargers. Bite the bullet get a new charger that will allow connection to a smart tariff 👍