Posted by: @toodles

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@majordennisbloodnok Indeed so Major; my previous message to Darren was thus:

I feel for you... If compensation was more easily available, a lot less products would enter disguised beta testing in our market.

It seems sensible to first focus on getting it resolved.

Get your hot water working ASAP, ask them for a firm deadline within 48h.

At that point you're only out £210.

Then decide if its worth your effort. 

Posted by: @toodles

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@majordennisbloodnok Indeed so Major; my previous message to Darren was thus:

Darren (myenergi) 29 Jan 2026, 16:45 GMT Hi Mike, Ive said i will organise an installer to rectify the wiring. We cant pay any compensation im afraid.    Darren Level Four Support - Team Leader

 

Me 29 Jan 2026, 15:12 GMT Darren,     I think I have made it abundantly clear that we have a need for hot water without delay; you wrote that you would only wire the Eddi as you seem to think it should have been wired. To my way of thinking, this was all you were prepared to do and so I have requested the services of Cinergi to return to the normal operating status we enjoyed previous to the failure. As for you stating it would not cost us anything - it has already cost me £210 and I appear to be without any hot water for the foreseeable future as you show no intentions of wiring the Sunamp as it was previously. We can sort out how you compensate us later please.   Regards,

A good response, I'd say, for refocusing them on their priorities without conceding anything.

If I were you, I'd have a chat (if you haven't already) with Citizen's Advice Bureau. They'll be able to quote chapter and verse about your specific rights under consumer law about recompense for costs you've incurred. I would, however, also check with them about terminology; as I can see, you're after being repaid where you're out of pocket as a direct result of their mistakes and not trying to be paid over and above that for intangibles like distress and discomfort. If that's correct, I would see that as recompense rather than compensation, and I only say this in case the term "compensation" has a specific legal meaning that might complicate matters. CAB would obviously be able to advise here as well.

It seems, looking on the MyEnergi forums, that @toodles is not alone in noticing problems with MyEnergi's support problems. There's a thread here that was started in November last year and has now got to six pages so far. Given the thread started off with

Looks like MyEnergi's customer support, certainly in the UK, has fallen off a cliff. Loads of recent sad reviews on TrustPilot, including my own.

I think you'll see it's not exactly complimentary.

Poor @toodles is not having a good day. Got an email from him earlier today and there are massive issues with the way MyEnergi wired up his Sunamp so he's still without hot water. I'm sure we'll get the full rundown soon.

I've also escalated the matter to MyEnergi's management, but it's unlikely to help given how big they've become as a company. I'm always disappointed when companies with good products just get to the point of not caring.

Posted by: @editor

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I've also escalated the matter to MyEnergi's management, but it's unlikely to help given how big they've become as a company. I'm always disappointed when companies with good products just get to the point of not caring.

Agreed, @editor, but even good products go wrong from time to time. I'd far rather have an OK product with good long-term support prospects than an excellent product and be on my own after purchase.

I've said before that I've been pretty happy with my Zappi. However, on the back of this show of lack of customer support, I could no longer in all good conscience recommend any MyEnergi products and I most certainly would not be prepared to buy another from them when we get another EV. I'll be voting with my feet.

@majordennisbloodnok An update:

This morning, Cinergi electrician attended and wired up the Eddi correctly (He told me that the fitter’s wiring was ‘horrendous’) so we now have hot water again!!!! There are still a number of configurable settings to be refined but at least we have the means of a shower now. Though it still baffles me why the MyEnergi fitter could not have accomplished this himself a full week back. Even that was some 12 days after I first did battle with the MyEnergi AI ChatBot, come back Marvin, all is forgiven! Regards, Toodles.

@toodles, I was going to "like" your last post, but couldn't choose between the "bang on" emoji for the fact you're back up and running with hot water or the "cowboy" emoji for MyEnergi's benefit. As a result, I've resorted to another reply to say I'm glad you're in a better place now.

As for the AI chatbot, I can't think of any way MyEnergi could choose to better disenfranchise customers with poor eyesight, difficulty in typing or any of a number of other accessibility issues. This wouldn't be a problem if a customer services phone line were available but their web site, as you know, is very explicit; if the call handlers think the caller is an end user they are directed to hang up immediately (at the bottom of this page). That's a grotesque kick in the nadgers for anyone who's been good enough to give them hard-earned money in exchange for what's supposed to be a good service.

I mentioned that I first ‘did battle with the AI ChatBot’, a slight clarification for anyone who has not been blessed with such an experience. As @majordennisbloodnok points out, they don’t want the riff raff clogging up the telephone help line as that is for a ‘Fast Response’ for installers - that in itself is a joke if the time my Cinergi electrician spent on their phone line trying to get to a human voice is anything to go by! When he eventually did hear a human voice it was to tell him that he could not request a replacement Eddi - I as the mere customer would jolly well have to endure the AI ChatBot system to request it myself!!! I had attempted to use the chatbot facility on the Monday the Eddi failed (12th. Jan) but, found each attempt was met with an aborted attempt to speak to a human. I was promised they would contact me (several times) but they failed to do so each and every time. The Wednesday the Cinergi electrician came (14th. Jan.), I spent more hours trying to get access to a human - it wasn’t until Friday 16th. Jan. that I made contact for a replacement unit to be sent out to me. It took the fitter 2 failed days of promised visits and finally on Friday 23rd. Jan. he came and ‘mis-fitted the unit, didn’t test it and went off to the next job. At this stage there was still a full week’s worth of argy bargy ahead of me…. All the time being reassured that they were escalating the issue and it was being dealt with as a priority!!! Regrets, Toodles.

@toodles, honestly, none of what you’ve described should be considered acceptable or normal. I just don't get it.

This is exactly the sort of thing that drives homeowners round the bend and gives the wider industry a bad name. Being funnelled into an AI chatbot because you’re deemed 'not the right kind of customer', only to then be told by a human (eventually) that you must use the chatbot anyway, is Kafkaesque. Especially when the fault is with their hardware, not user error. Bonkers!

What really stands out here is the compounded failure. It’s not just the initial Eddi failure (things break, that happens) it’s the layered nonsense afterwards. Promised call-backs that never happen. Escalations that go nowhere. Installer-only fast response lines that aren’t fast and don’t respond. Comical. Then, when someone finally turns up, the unit is mis-fitted, not tested and abandoned while you’re left holding the problem. 

The irony is that these companies lean heavily on automation and gatekeeping supposedly to improve efficiency, yet in real-world fault scenarios it does the exact opposite. It slows everything down, strips accountability out of the process and pushes the burden of chasing, documenting and coordinating back onto the homeowner. Yesterday alone I lost track of how emails you exchanged with their support team.

If nothing else, your post will help others go into these systems with their eyes open and maybe think twice about how much "support" MyEnergi offers when the tech stops behaving.

@editor An expression used by a TV character (never seen it myself but have heard it parodied many, many times) comes to mind…’I don’t BELIEVE IT’

Posted by: @editor

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The irony is that these companies lean heavily on automation and gatekeeping supposedly to improve efficiency, yet in real-world fault scenarios it does the exact opposite. It slows everything down, strips accountability out of the process and pushes the burden of chasing, documenting and coordinating back onto the homeowner. Yesterday alone I lost track of how emails you exchanged with their support team.

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Purely from a business process perspective, this is bad implementation of flawed logic.

A lot of companies look at automation and think "Ah, now we can replace the humans doing that bit of our workflow with something automated". What they should be thinking is, "Here's this new piece of technology that can automate certain things. In the light of that, how do we want our workflow to operate?"

• Jumping on a horse is a quicker way than walking of getting to someone to tell them something.
• Getting in a car is quicker than using a horse. Same process, made faster.
• Using a telephone avoids the need to travel to tell that person something. Different process, more efficient and effective.

Seems MyEnergi are trying to turbocharge a Reliant Robin.