Enel X Way 4+

Another disappointed customer

Like the last review, I had my charger for a while and was perfectly happy with it and had no issues.
One day it stopped working and after many attempts to get it to work I finally called customer service. They informed me that the app had migrated to the new EnelX Way app and that the old one with no longer work. They did this without ever informing me or as I’m assuming anyone else. I spent an hour and a half on the phone with her tech to try to get my car charger working and it finally did. However, the next day it did not work again. I have been on the phone on several occasions and have sent countless emails back-and-forth trying to get my every time they get it going again for a short time before it tells me that it won’t charge again. I keep getting error messages on the app saying “something went wrong”. I also got a message on my dashboard, saying to check the charger and my charging has been canceled. I don’t understand why this won’t just work. I also don’t understand why this company will not fix the problem immediately. I’m sure they’re getting overrun with complaints. All I want to do is charge my car and I can’t even do it. This app has been a disaster and is a complete piece of junk! who thought that plugging in your car to charge would be so difficult? shouldn’t we be able to just plug in our car and it charges? Why is there an app controlling this that is doing what it wants and shuts down the charging?

Frustrated Customer, and Horrible App

I’ve owned my JuiceBox for more than 3 years and was very happy with its operation as well as the previous JuiceBox app. I was forced to move to this Enel X Way sometime the middle of June. I wasn’t able to log in initially and (since it was new) patiently waited ~3 weeks before submitting a service ticket. My service ticket was submitted on 11 July. I am still unable to log in (now 29 July) and my ticket is unresolved. I have received sporadic responses from technical support despite my issue being upgraded to “Level 3” on 16 July.

I’m now making my voice heard publicly. Since my app isn’t working, and my JuiceBox went offline with the app change…I cannot adjust my charging schedule or preform on demand charging (not needed often in Hawaii). Yesterday I needed to supplement my normal charging for about 2hours, which I should have been able to do at home…nope, not currently due to this app issue. Due to my need and schedule, I had to find a Level 3 charging station and pay for the service. The cost of doing this isn’t and issue…it’s the fact I have the capacity to charge they way I need to at home…and I cannot currently. I was trying to pack for an international trip and could have easily done this at home…but I couldn’t and had to take additional time to go charge somewhere vs. doing it at home. Very frustrating.

Is Enel X Management Tone Deaf?

There are no shortage of issues that I, and other users, are experiencing with the forced move to this new app. I have to completely reset my Juicebox no fewer than 3 or 4 times a week because it just won’t charge my car when I plug it in. The Smart Charge “feature” doesn’t work at all as it will either start charging when it shouldn’t or won’t charge when it should.

Support tickets are going unanswered for weeks and it’s becoming apparent that Enel X has really messed up this migration. Just looking at the app reviews in the iOS and Google Play stores tells the story of how users were forced from an app that actually worked, to one that wasn’t even tested before being released and has rendered their hardware inoperable in many cases.

My frustration is directed to the Enel X leadership who made the call to force users to a non-functioning platform and app and since then, hasn’t said a word to address the concerns, one-star reviews, or very upset customers who spent hundreds of their hard-earned dollars on a product that essentially doesn’t work any more. And it’s unfortunate that they will not see this review as they sit in their offices giving themselves bonuses and patting themselves on the back instead of working to address the issues they allowed to happen.

Risposta dello sviluppatore ,

Thanks for your feedback, this definitely doesn't seem right. Please contact us at +1.844.584.2329 or support@evcharging.enelx.com and we'll do our best to get your app up and running.