Very bad setup and poor planning
The charging point had disabled debit card charging but to download the app I had to walk out of the car park to get a signal.
I then walked back in to plug in the car and begin charging but then I had no signal. So I went out of the car park to start the charging session but it then would not work and locked the charger to my car.
I phoned your helpline from outside the car park and after about 5 minutes they managed to reset the charger.
It then unlocked from my car and I was able to restart the whole process going out of the car park to use the app and shouting to my wife who was inside the car park next to my car.
The whole process took about 25 minutes and was incredibly stressful.
I am afraid that if we have a choice of chargers in a town then we will not be using yours in future.
We expected that for the price you were charging we would get a superior service. We did not.
Reply from Osprey Charging
Hi Geoff — we’re really sorry for the stressful experience and the time it took to get going. Needing to leave the car park to get a signal, then having the connector lock while the charger was reset, is absolutely not the experience we want at Osprey. Contactless debit/credit payment should be available on our chargers; it sounds like the terminal at this unit was temporarily disabled and the on-site mobile signal made the app a struggle. We’ve raised this for an urgent check so we can (1) re-enable/repair the contactless terminal, (2) review the modem and signal strength at the site, and (3) look at the cable-lock behaviour so a session can’t get stuck in this way. If you can share the site location and charger ID (or your session time and the last 4 digits of the card used / app email) with our 24/7 support team, we’ll investigate your specific session. Our contact e-mail is: support@ospreycharging.co.uk. Thank you for flagging this — we’ll use your feedback to make the site more reliable. We hope you’ll give us another try.The Osprey Charging Team
