Case ref: 00880687 I first contacted Wallbox on 23rd June about our charger being faulty and only working intermittently and here we are 4th September and still no resolution. After sending a ridiculous number of photos, videos, screen recordings, uninstalling the app, rebooting the charger and standing outside next to it for 45 mins at a time (multiple times!) to cycle through all their steps, I still had no joy. They don’t send anyone out, they don’t pick up the phone to speak with you. Everything is done via email. Wallbox expect you to reply within 3 days or they close the case - I had two young kids on summer holidays throughout this process so finding long stretches of time to follow the lengthy instructions was tricky sometimes. Especially if we’d charged the car elsewhere as for some of the suggested documentation the battery can’t be on 100%! (Wallbox don’t apply the 3 day response time to themselves btw!) after reopening our case, they identified the issue and said they’d send out a new cable to me. I received the cable. Just the cable-an internal ribbon thing. No instructions on installation. I don’t even know how to open up the box to see where it goes! Would they send someone, did I have to figure it out myself? I emailed on 26th August to ask and haven’t heard from them since. Every 3 days I send an email following up on my initial email and literally nothing back. I’m emailing service@ email address so even taking someone being away on holiday in to account you'd think there’s someone checking it? Or are they ghosting me? Multiple times I’ve explained ways to improve the customer service and even the process of reporting a fault (very clunky and not user friendly). I suspect it’s a process issue rather than a person issue as everyone who’s emailed has been as helpful as they can (and they are always courteous) but I still can’t charge my car with kit that I spend 000s on less than 2 years ago!I sorry to say that I absolutely wouldn’t recommend Wallbox to anyone after my experience.
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Wallbox is a global company, dedicated to changing the way the world uses energy in the electric vehicle industry. Wallbox creates smart charging systems that combine innovative technology with outstanding design and manage the communication between vehicle, grid, building and charger.
Wallbox offers a complete portfolio of charging and energy management solutions for residential, semi-public and public use in more than 80 countries.
Founded in 2015, with headquarters in Barcelona, Wallbox’s mission is to facilitate the adoption of electric vehicles today to make more sustainable use of energy tomorrow. The company employs over 700 people in Europe, Asia, and the Americas.See more
