My experience from the outset wasn't great. I had an EO Smart Home charger installed, that turned out to be not very smart; it wouldn't respond to commands from the app (the only way of controlling the unit), and had to be hard reset often. Waking up to an uncharged car is more than inconvenient; only made more frustrating by the Monday to Friday opening hours of EO's phone lines, meaning I couldn't get support there and then. The biggest frustration came with poor CRM. If I called up, the person answering the phone wouldn't have a record of my details, my charger, or all the previous calls to-hand. In other words, I was repeating myself and going through the same processes every time, with no success. Fast-forward a year, and the problems persist despite multiple troubleshooting attempts with EO. Fortunately, my case was handed to Thomas at that point, who took ownership from then on. Long story short, Thomas stayed in touch, and ultimately arranged for a new charger to be installed. Despite there being an issue with the new installation, Thomas checked in frequently meaning we were able to diagnose the problem quickly without going through basic (and unnecessary) troubleshooting steps. Even after the installation was corrected, Thomas checked in to ensure things were working as they should; it's this level of personable customer relations that I appreciate, and is an example of how customer service should be. I now have a working charger (so far so good), and faith somewhat restored in EO with an extended warranty as a goodwill gesture, in lieu of spending a year with a faulty charger!