How do you get in contact with their support team now. It doesn't seem that long ago when they would answer the phone. Now you are just left on hold.
My battery is only charging to 45% and I have no, apparent, means of raising this with them to get any support. This is very very poor.
Richard
RichardChester See other identical messages from other people. The helpline seems swamped at the moment and unfortunately all you can do is wait.
You might get a quicker response by going via your installer
Likewise, trying to get some answers on system failures over past few days. No response on support line, trying at different times of day, and installer also proving very elusive. Anyone know what’s behind these problems before I start escalating?
geoffreycoan
I'll give them a call but the installation is about 18 months old now.
Does anyone know if they are on Facebook and X?
RichardChester There is a users group on Facebook, similar issues re support but sometimes issues get picked up and resolved by users on the group.
Maybe they want to see if their customers are for coffee ..
Do we need to be concerned? During the recent storm I had issues with my AOI and tried to call GivEnergy only to find that tech support was not available to home users. I sent in a request for help via email and absolutely nothing , not even an acknowledgement. I’ve spent a lot of money with them only find an extremely poor level of service. Is this typical and is the company in some sort of financial difficulty or were they simply just snowed under with requests for help?
brinmcallister Look at trustpilot reviews (recent reviews filter) and read away. Been going on for probably 3 months now. Note the installer reviews and reference to "pushing everything onto installers even years after install".
Make of it what you will.
My EV charger has been offline for a week now, both installer and I have sent emails.. still waiting a response !!
I did a recent email support question and got a quick response but it seems to be an AI or bot response because the advice related to key words in the email and completely missed the actual issue. Still waiting for a further (human) response... 🙁
I've had an issue going on nearly 6 months now with a battery (capacity issues) and the customer service has been a battle at every step. They did swap my 8.2 battery out, but have left me with one without a serial number which seems a bit odd, and this new one is having problems as well.
My last email from them a couple of weeks ago said that as my system was 4 years old (it's not, it's 3 years), that 75% useable capacity of my 8.2 battery is to be expected. The battery is supposedly warrantied to maintain at least 70% capacity up to 10 years old, so 75% after three years isn't looking good. I've no confidence they would honour their warranty anyway.
I'm now at 10 days with no response to my last email suggesting that they calibrate this new battery.
Very much regretting my choice of a Givenergy system right now.
Incom I'm now at 10 days with no response to my last email suggesting that they calibrate this new battery.
you can initiate a calibration yourself in the portal and not have to wait for GivEnergy support, just set the time you want it to start at - its under remote control.
Once you set a calibration up you can’t cancel or change it. When a calibration is running you can however change the charge and discharge rate, so for example to do a slower calibration which has been suggested in the past to be a good solution to improve the battery SoC tracking, or to stop charging until a cheaper overnight rate you set the charge rate to zero
geoffreycoan Cheers, I'll give that a try!
I was reading about Polestar electric vehicles and noticed this paragraph towards the end:
The company will also look to challenge Tesla with its Polestar Energy home energy solution. It says it makes home charging “smarter, more efficient, and cheaper”, and can cut home top-up costs by up to 30 per cent via the Polestar Energy app. It’ll launch soon, collaborating with Octopus Energy in the UK.
Good to see more competition, hopefully will bring prices down and specifications up.
I’m having trouble contacting GivEnergy customer service, been on hold continuously for 2 days. They do contact me via email on occasions but always with an excuse. I have a 2x battery set up and my app only shows a secondary battery ( apparently it’s meant to be like this) but it’s taken 2months to get to this answer…….. total BS
I’m having trouble contacting GivEnergy customer service, been on hold continuously for 2 days. They do contact me via email on occasions but always with an excuse. I have a 2x battery set up and my app only shows a secondary battery ( apparently it’s meant to be like this) but it’s taken 2months to get to this answer…….. total BS
[unknown] I emailed yesterday. Had a reply immediately. 8 emails later ,not resolved. |I assume they went home @5pm. No continuation of contact this morning. Tried phoning and gave up after 20 mins
brinmcallister I emailed yesterday. Had a reply immediately. 8 emails later ,not resolved. |I assume they went home @5pm. No continuation of contact this morning. Tried phoning and gave up after 20 mins
Does anyone live near their offices? I feel a visit would be justified...
Barnboy73 I emailed yesterday. Had a reply immediately.
Could the reply have been auto-generated by an AI program?
I’m getting really concerned that GivEnergy is about to go bust. It’s got all the symptoms, no support, upset customers and installers and they just don’t seem interested. Exactly the same symptoms as when their recommended installer went bust.