Octopus Electric Vehicles Anmeldelser 5 439

Timely service and good communication - refreshing to actually see things work as they should!!

Jack J’s customer service was fantastic! Clearly very knowledgeable, had time for my numerous and changing questions and was incredibly proactive in helping get the car I desired! He made the whole process simple! Appreciate the help Jack!

Called 3 times with no concrete answers

The personal lease ordering process is mysterious. I've had three changes of delivery dates on the online tracker, and a note to say the dealership has arranged a delivery date with me. I don't know who the dealer is, I don't know when it's coming - the dealership has never made contact. Octopus's side have been helpful in checking in to find out that I don't have the information I would need to get the car. Other than that, it's a very confusing and frustrating process. Quick to take my money with no telling when the goods will be received.

It was very reassuring to have a named person overseeing the process of getting a personal lease EV. Aaron was incredibly responsive, clear and patient with dealing with any questions I had during the process. I am recommending the Octopus EV deal because I think it is good value and also because of the personalised support from people like Aaron.

Angel and Mathu at Octopus EV were super friendly and helpful from the moment I enquired about leasing an EV from them. The whole process was very smooth and easy and I'm really happy with the vehicle I've got. I'd highly recommend if you're looking for a way to swap to an EV.

Bryony Cresswell was the lady that assisted me. Her customer service is excellent. She answered all of my questions and concerns in a very helpful and friendly manor. She is an asset to the company. Just wish all of my customer service experiences could be like this.

In January I ordered an EV through Octopus. For some odd reason the installers refused to install a charging point at my property , despite several identical properties at the development having received them. The chap I was dealing with offered me £950 to arrange a self-install, which I did. Despite MANY calls and emails and several promises that the £950 is on the way, I have yet to receive it some 4 months later and am returning the car and commencing legal proceedings. So much for the amazing Octopus Customer Service!

Was easy to use the website and the customer service was great. No pressure tactics were used after a phone call and was happy with the process.

I was guided along the whole process from start to finish and all my questions were answered, even the charger install went well the 2 engineers were great and did a fantastic job.

Amazing service provided by Lucy. She was professional, helpful, and ensured everything was handled efficiently. A great example of strong customer focus and support

Robyn E was super helpful, friendly and efficient- her customer service was greatly appreciated; Octopus should really value staff like this who deliver great service to customers!

Kept updated throughout. A pleasant experience!

Joined the scheme through my employer - everything about it was good! Great comms at start when looking for a car, and once decision made they kept in touch. Both Idris at the start, and now Nabi through the aftersales process excellent - thank you. Recommend.

Angel was amazing, friendly, informative, professional.. simply first class. Its rare to speak to someone nowadays that treats these interactions with the credence they deserve. Awesome job!

Service was good on the front end getting the vehicle. When it comes to getting the charger installed, I am more than a month down the line and still no further forward.
Had one of their "experts" suggesting to me that for him to get a better look at my fuse that I should cut into the wall around it - struggling to find the words to describe what a stupid thing this is to ask members of the public to do around electrical fixtures.
Beyond that I'm stuck in the middle of Octopus and Northern Powergrid trying to get someone to take responsibility for pushing this forward and getting the fuse changed. Unclear why as the only person in this conversation with no experience around electrical fixtures that I am the one expected to coordinate this.
Also submitted a complaint and am now past the 10 working days they quoted and still heard nothing so if you are going to deal with Octopus be prepared for a similar experience.

Ordering my EV was a smooth and genuinely enjoyable experience from start to finish with Octopus. I was kept informed every step of the way without ever feeling overwhelmed with information, which made the whole process feel easy and stress-free.

Aaron was fantastic—super responsive and always got back to me the same day with clear answers to any questions I had. He really helped prepare me for my EV journey.

So far seems like a great scheme and Bryony and the team have been very helpful and responsive to questions. ⚡️

Delivery was on time great service overall

Lots of human contact! And quick replies to queries! Makes a pleasant change!

Editing the first review. After a promising start, where I enjoyed good communication from the whole team, on experiencing significant challenges connecting the various apps to all the equipment, I feel quite let down and disappointed. Updating the review to provide some insight into what others might have to endure should they opt for the same choices. Quite the saga, so apologies for the length of this.

Firstly, on delivery of the vehicle, I was left to fend for myself. No instructions of any description. Not even a quick start guide. This was compounded by the EV team providing conflicting advice and guidance from multiple sources, principally on how to integrate the charger, EV and Octopus Energy (OE) app. What followed over the ensuing two weeks was rather farcical. The EV team were not terribly helpful here, failing to take ownership of the issues and pointing to OE as the culprits and insisting they had to provide solutions.

Essentially, I believe this all stems from my choice to install an Ohme charger, rather than an Octopus brand. The difficulty began upon attempting to connect to the OE app, which involves a number of convoluted steps to achieve this goal. Despite following the instructions to the letter (at least, the set of instructions I finally received), the various bits of tech simply refused to talk to each other.

Getting the system to a stage where I can charge the car overnight and have confidence it will be ready in the morning seems to require considerable effort and a number of steps across multiple apps. Not really what any reasonable person would describe as "intelligent".

On plugging in the car, I am required to authorise that action in the Ohme app. No problem with that. I move across to the Octopus app to initiate the process, only to find I am now required to log in to the Ohme app, being forced to re-enter my email address and password. Every time. Despite approving the plug in seconds earlier.

Now in the Ohme app, I am required to enter the current charge level. It's unable to detect this automatically. So, over to the car's app to get the current value, set the target to 80% and ask for it to be ready for 0530. The Ohme app proceeds to set its own schedule, but not to have the vehicle ready by 0530, instead setting it up to start charging at 0530. Outside of the peak rate and firmly inside of the peak rate period. I cannot understand why the process would determine this to be the "intelligent" path to follow.

The answer seemed to be to set up my own routine in the Ohme app, to ensure the car would be ready for 0530 and provide the reassurance I need that the charging occurs in the off-peak period.

So, in summary, it seems that I have to engage in a number of steps within multiple apps to get charge into the car. I cannot see what it intelligent about the octopus app, nor why it is necessary as the work is manually undertaken in the Ohme app.

After all this, a final health warning: OE set an arbitrary deadline of 7 days to ensure the App and charger/EV are connected and you are securely on their Intelligent Octopus Go tariff. All the confusion and delays meant that I exceed this timeline, and was summarily booted off the tariff without warning and placed on a different tariff which was backdated to the previous day, ensuring any charging activity over that past period was set at a higher rate! OE reinstated that eventually, but quite why they need to do this escapes me.

I appreciate that not all of these issues rest entirely with the EV team. What is within their control, however, is providing clear and transparent information to customers on the reality and mechanics of using the equipment they supply. Ideally, this would be provided at the point where choices over which services and infrastructure is installed are made. Had this been available to me, I would have made a different choice, as what I have been left with is very much not what I anticipated at the outset.

The EV team have tried to help and their efforts have been communicated as genuine. This is appreciated. That said, they have also consistently failed to take ownership, preferring instead to point to others and suggest the fault lies with them, which is only partly true.

It really need not be this difficult. After all this complexity, I cannot in all conscience recommend the scheme to others seeking to install the same equipment. I know colleagues who have enjoyed a more positive experience, but they all opted for equipment within the Octopus ecosystem. Perhaps that is the answer.

I hope this helps to inform any decisions in some way. Good luck, and great stamina if you managed to get to the end!