Review Time
Unfortunately not able to give 0 starts - the charger has not worked properly since migration from Shell. Now had message to say that my Shell card is disabled and can’t use my own home charger which I have paid for. I can request a new card from 50five but for some reason they want my bank details and to charge me for new card.
Instructions are really confusing and customer service is none existent.
If anybody reading this managed to get any support or answers from 50five would be great to hear as I am now at the end of my tether!
Unfortunately not able to give 0 starts - the charger has not worked properly since migration from Shell. Now had message to say that my Shell card is disabled and can’t use my own home charger which I have paid for. I can request a new card from 50five but for some reason they want my bank details and to charge me for new card.Instructions are really confusing and customer service is none existent. If anybody reading this managed to get any support or answers from 50five would be great to hear as I am now at the end of my tether!
Migrated from Shell, my home charger worked probably for a couple of days and then went offline. I opened a ticket on 21.11 and few days later I got a mail recognising that “you’ve been experiencing some issues with your charge point following the migration” (yes… of course… not working at all!!), asking to reset the charge point and to feed back. I did. Nothing. After a week, another mail, identical. I did the same. Nothing. Now radio silence since beginning of December. Called but no indications: “it will take some time to fix, not days but hopefully not months” (sic!). Dreadful experience, I feel conned by this company and by Shell, too.
This is a disgrace of a company. I've migrated from Shell Recharge 2 weeks ago with no notification that this was even happening. On transfer the Shell Recharge app stopped working so I couldn't charge my car from my home charger. I ordered a Shell card in order to start charging my car, now I'm being charged 75p/kw and £55 pre-authorisation each time. This is a Home Advanced 2.0 home charger which I've bought and paid for 4 years ago, I shouldn't be charged anything. Shell say it's not their problem. Contacted 50five now twice by phone and being told the issue is escalated, not a single phone call back in a week, no visibility on what's being done. The call handler said he can't help, has no knowledge and can't put me through to anyone, he could only put details down on the system. The website says you can order a 50five card - there is no link to order one, the chap on the phone said he'd heard of them from people also complaining and had no idea how to get one, nothing on the app to order one. The tariff is set at 0.0p on my 50five app. Called their UK office, told I was No.1 in the queue and then a recorded message to say they were busy and leave a message - not a single response. I've looked at ChargeUK, the UK trade body and they are not part of it. This is costing me a fortune and this rabble don't give a s@*t about their customers.
Our contract for a domestic charge point transferred from Shell. Resulr is a shambles.Avoid the company! Does not respond to their "tickets". An example - they created one on 27th October as at 16th Nov - no follow up.More concerning is the failure to clarify risk or when they will respond to my current problem. Original telephone statement "escalated to second level support".I have an untethered cable it will not now untether from the charging point. Do not know if it is safe to use. I rang again yesterday response "probably safe" NOT A GREAT COMFORT
The migration from Shell Recharge gave me hope that the disastrous service received from Shell Recharge would be improved. Early indications after speaking to “Lee” were encouraging - he tried hard to resolve my issues. Under developed software a lack of response to voice mail No answers to on line tickets (their preferred method of response - 152263 & 154713) and a EV charger that has not worked for circa 4 weeks, has convinced me that both organisations are not ready for reliable customer serviceConverting data from Shell’s floored data (I have not committed to any subscription but Shell started charging me) Is an error and this inadequacy has me now considering on paying for a replacement business to provide a charger.Either way this is costing money which 50five seem not to consider when resolving problems. Just not acceptable.
I was moved to this company from Shell Recharge. There was no communication to say it had been migrated, so one day the shell app stopped working, I had to quickly get signed up in the new process, only to discover their app doesn't allow remote starting of charging, so already worse than Shell app.The charger worked a couple of times, then began switching off/on contunally, and not charging the car. Reported over a week ago, one email (that went to spam box) said they reset something and to try again, no change, so still without a charger. Just get told that they are busy after the migration .. which I can believe with how badly it's gone. I'd say shocking, but these days customer service seems to be the lowest priority for companies, so this was expected.
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At 50five, we aim to provide our customers with the best smart home and heating solutions. Our innovative thinking paired with our vast knowledge on heating solutions ensures you are fully aware of the solutions available to you.
We are all about smart home technology at 50five. To be specific, innovative solutions which make life more comfortable, safer and cheaper. Not only do we provide smart advice for every smart device, we also provide installation and servicing on products purchased with us.
Everyone should be able to make their home smart. As a leading provider, 50five are central to making smart home technology available to everyone in the UK. See more
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