ChargePoint Corporate Headquarters, Campbell CA

Home charger failed 2 months past the 3 year warranty. All their tech support did is suggest that I unplug the charger and plug it back in. Most awful tech support. Given the circumstances I asked if I could get a discount on a replacement charger, but my request was denied. I reluctantly ordered a new charger but after 13 days I noted that it had still not been shipped. I contacted them to cancel the order. One week later I received an email advising me that, even though I cancelled the order, they were still going to ship me the charger and I will have to return it to them at my own expense.
Ended up spending $68 for the shipping to return this item.
After several hours of troubleshooting the initial charger, I determined that the issue was a network problem, which was not listed in their help section of the ChargePoint website.

CEO Pat Romano
Compensation Market total compensation ($usd 16.76M) is above average for companies of similar size in the US Market OVER ($usd 6.70M)

CHPT has less than a year of cash runway
Based on its current free cash flow
Bankruptcy Horizon Destination

ChargePoint is a scam. The support is awful. And they charge your card without your permission. I highly recommend you try other services if possible.

On 6/7 I called support after my charge stopped working the night before and didn’t charge my vehicle. Unfortunately this was not the first time this happened from a station failure but I remembered the time before I called, my home station was under warranty and was send another one ASAP. Great resolve from 2022, anticipating another quick resolve I explained fully with the Customer Service Agent as he was troubleshooting the issues with me that how this occurred a year before and he said there was a replacement device that the newer unit should have overcome this type of issue. He said the replacement I received from a warranty exchange was not a newer unit but another old unit and he would ask if a supervisor would approve a new replacement again.

My call was escalated to the supervisor Isacc, who took little time to explain to me that since my original equipment warranty had expired there was no replacement. I even twice explained that the unit I had was part of a warranty exchange a year prior but was not the unit that had revolved the reoccurring outage issue explained by the first CSR. Isac declined the replacement and said there is no warranty of a replacement. I requested to speak with his Manager and was passed to the final  Supervisor Vivian who declined to give me her last name she said she doesn’t have a last name. I immediately thought she will not help me and she doesn’t want me to remember her name.

For the 3rd time I explained the entire timeline and situation to Vivian, she also declined the replacement stating the warranty had already expired. I tried to get Vivian to understand that the unit I receive from ChargePoint directly was only a year old and my original had a three year warranty. Why would the one I received not have the same warranty? She said the station I received was not a new unit and it had no warranty of its own. I could not understand why I was not sent a new unit the first time when the outage occurred Vivian said she would help me escalate my request for replacement. I received this email to help tack my case but I didn’t see any verbiage providing details to what occurred. I’ve been a ChargePoint Holdings investor for several years and have watch dramatic changes but have remained encouraged by the product I supported and the service I received in the past. This situation really took me back to revisit these ideas. I’d like to request a replacement unit for the home charge I have be exchanged again since it failed in less that the warranty period I felt should be supported when sending another replacement product. If the newer models have resolved the outage issues then, please include that unti in this request. I’d really like to feel supported in these efforts. I’d also like to share my story with Management or Leadership.

Trying this approach in hopes to get some help and possibly show others what they may experience.

Seems to be an upstanding business. Innovation, quality, and pricing seem to be well balanced. When my electrical system is enhanced enough, I'm pretty sure I'm going to use one of their level two chargers.

I also like the effort invested into the various rate plans so the money spent on charging becomes very easy to account for.

I've previously ordered cards from them 3 times, never received any of them, roughly 50% of the times I try to use one of their stations it is offline, broken, or has been reset and will not initialise. Their website also does not list any email contacts, and their online help/contact form is broekn and doesn't allow you to select a category, so you can't submit a request.

My Chargepoint home charger started producing a burning smell and emitting smoke on 4/27/23. I called and filed a ticket with Chargepoint on 4/28 and never heard back. I have called 5 times since then escalating the ticket and there has been no response or resolution. I have checked with my electrician, Tesla, and Rivian and they believe the issue is with Chargepoint. The charger could have burned down my house if I had not have caught it right away! Crazy that Chargepoint has not followed up given the severity of the issue.

I just charged my Chevy at a Tesla Supercharger. I was amazed that it worked pretty much exactly how you would expect the first time without any fuss. I think unless ChargePoint has a major software update coming out soon it’s time to dump the stock. They don’t seem to understand that the software experience is equally if not more important than the physically hardware, which by the way are barely competitive with free stations from Volta and Shell.

I love the ChargePoint chargers and app. Super easy to use. It’s so user friendly. The only reason why they are getting three stars and not five is because their customer service on repairing their broken chargers is ultra slow. At my work in Menlo Park it has been over a month and a half and they still haven’t been out to repair one of the charger handles on the dual head charger. I keep reporting it to our maintenance and they said that ChargePoint would not give them a timeline on when they would be coming out. To me that is terrible customer service. If it’s going to take two months at least you can give the property owner a timeline that they could report to their employees without them having to keep bothering maintenance for updates. Once their repair service standards get better I will be changing my rating to five stars because they do have a lot of chargers everywhere and they are very easy to use.