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Re: E-MotorWerks JuiceBox - an open source 15kW EVSE

Posted: Wed Mar 11, 2015 6:36 am
by jpadc
racpuc wrote:I'm also having issues with my juicebox. Mine charges but the wifi feature has issues. I have emailed JB-support@emotorwerks.com on Feb 22. Still no responds. Anyone else have a better way of contacting them?
Complaining here has proven an effective method in the past for getting their attention. I've been very happy with my JuiceBox Basic -- its a good quality product, but their lack of customer support will likely keep me from getting another one. I'm semi in the market for a second one for when the car is in Wisconsin (very soon again now) but I'm not looking at another E-MotorWerks product for this very reason.

Re: E-MotorWerks JuiceBox - an open source 15kW EVSE

Posted: Wed Mar 11, 2015 12:07 pm
by racpuc
jpadc wrote:
racpuc wrote:I'm also having issues with my juicebox. Mine charges but the wifi feature has issues. I have emailed JB-support@emotorwerks.com on Feb 22. Still no responds. Anyone else have a better way of contacting them?
Complaining here has proven an effective method in the past for getting their attention. I've been very happy with my JuiceBox Basic -- its a good quality product, but their lack of customer support will likely keep me from getting another one. I'm semi in the market for a second one for when the car is in Wisconsin (very soon again now) but I'm not looking at another E-MotorWerks product for this very reason.
anyone have Valerun's email at emotorwerks?

Re: E-MotorWerks JuiceBox - an open source 15kW EVSE

Posted: Sat Mar 14, 2015 5:46 pm
by davewill
racpuc wrote:anyone have Valerun's email at emotorwerks?
You might try a PM. A lot of folks have their profile set to trigger an email notification when receiving one.

Re: E-MotorWerks JuiceBox - an open source 15kW EVSE

Posted: Wed Mar 25, 2015 8:05 am
by racpuc
Email and PM's have still gone unanswered

Re: E-MotorWerks JuiceBox - an open source 15kW EVSE

Posted: Wed Mar 25, 2015 2:31 pm
by dsinned
I currently own two JuiceBoxes, and I am not trying to make excuses for anyone, but fwiw, my experiences with technical support from this company has been stellar.

Unfortunately, like all small startup organizations, they tend to be spread too thin. They probably are getting a flood of emails daily, so I am certain it must be quite challenging to keep up with frequent requests for customer support. I have written them a couple dozen emails over the past several months; all but one promptly answered. That is a fairly decent track record. Thus, I have been successful in getting my fair share of technical support, both in terms of H/W and S/W issues with my JBs, via regular emails.

I have never needed to call eMW on the phone (although I have their number). However, I have the advantage of living about 25 miles from their location in the SF Bay Area. Since my first JB last Summer, I've been their a few times (including weekends) out of general curiosity to keep tabs on new product developments, as well as for direct "hands-on" technical support. Most businesses would not be overly receptive to customer visits to a production facility, but I had no problem just "dropping in".

Most recently, I had some fairly troublesome WiFi issues with both of my JuiceBoxes, for which Matt and Valery himself were extremely hospitable and helpful to resolve for me. Matt even made a "house call" one evening at absolutely no expense to me, to more fully understand the explicit nature of my home networking problem and made sure both "the fix" worked to my complete satisfaction.

I will not give out their business phone number (publicly), since I know they prefer customer contact via email, but their number is clearly shown on any eMW packing slip that ships with the product.

Re: E-MotorWerks JuiceBox - an open source 15kW EVSE

Posted: Wed Mar 25, 2015 10:17 pm
by racpuc
dsinned wrote:I currently own two JuiceBoxes, and I am not trying to make excuses for anyone, but fwiw, my experiences with technical support from this company has been stellar.

Unfortunately, like all small startup organizations, they tend to be spread too thin. They probably are getting a flood of emails daily, so I am certain it must be quite challenging to keep up with frequent requests for customer support. I have written them a couple dozen emails over the past several months; all but one promptly answered. That is a fairly decent track record. Thus, I have been successful in getting my fair share of technical support, both in terms of H/W and S/W issues with my JBs, via regular emails.

I have never needed to call eMW on the phone (although I have their number). However, I have the advantage of living about 25 miles from their location in the SF Bay Area. Since my first JB last Summer, I've been their a few times (including weekends) out of general curiosity to keep tabs on new product developments, as well as for direct "hands-on" technical support. Most businesses would not be overly receptive to customer visits to a production facility, but I had no problem just "dropping in".

Most recently, I had some fairly troublesome WiFi issues with both of my JuiceBoxes, for which Matt and Valery himself were extremely hospitable and helpful to resolve for me. Matt even made a "house call" one evening at absolutely no expense to me, to more fully understand the explicit nature of my home networking problem and made sure both "the fix" worked to my complete satisfaction.

I will not give out their business phone number (publicly), since I know they prefer customer contact via email, but their number is clearly shown on any eMW packing slip that ships with the product.
I have also tried calling them but have not reached anyone. Luckily my unit charges but the wifi does not work.
My first unit required me to ship it back (they upgraded my unit to their new AP ackme wifi module) and my current unit requires a power cycle to connect to my wifi but loses connection after less than 30 mins of charging. Trying to access the setup.com page of the juicebox yields a "page not found" site.

Anyone experiencing the same issues as me?

Re: E-MotorWerks JuiceBox - an open source 15kW EVSE

Posted: Thu Mar 26, 2015 9:45 am
by emotorwerks
racpuc wrote:I have also tried calling them but have not reached anyone. Luckily my unit charges but the wifi does not work.
My first unit required me to ship it back (they upgraded my unit to their new AP ackme wifi module) and my current unit requires a power cycle to connect to my wifi but loses connection after less than 30 mins of charging. Trying to access the setup.com page of the juicebox yields a "page not found" site.

Anyone experiencing the same issues as me?
I'm sorry to hear that you are having problems with WiFi connectivity. I would encourage you to contact us directly at JB-support@emotorwerks.com, as we don't have the resources and time to monitor all social media outlets. My apologies for the inconvenience.

Re: E-MotorWerks JuiceBox - an open source 15kW EVSE

Posted: Sat Mar 28, 2015 2:26 am
by jpadc
emotorwerks wrote:I'm sorry to hear that you are having problems with WiFi connectivity. I would encourage you to contact us directly at JB-support@emotorwerks.com, as we don't have the resources and time to monitor all social media outlets. My apologies for the inconvenience.
And that is what tone deaf sounds like.

Re: E-MotorWerks JuiceBox - an open source 15kW EVSE

Posted: Sat Mar 28, 2015 10:18 am
by racpuc
emotorwerks wrote:
racpuc wrote:I have also tried calling them but have not reached anyone. Luckily my unit charges but the wifi does not work.
My first unit required me to ship it back (they upgraded my unit to their new AP ackme wifi module) and my current unit requires a power cycle to connect to my wifi but loses connection after less than 30 mins of charging. Trying to access the setup.com page of the juicebox yields a "page not found" site.

Anyone experiencing the same issues as me?
I'm sorry to hear that you are having problems with WiFi connectivity. I would encourage you to contact us directly at JB-support@emotorwerks.com, as we don't have the resources and time to monitor all social media outlets. My apologies for the inconvenience.

I'm in contact with someone at emotorwerks now. Thanks for the follow up.

Re: E-MotorWerks JuiceBox - an open source 15kW EVSE

Posted: Sun Mar 29, 2015 6:47 am
by jpadc
racpuc wrote:I'm in contact with someone at emotorwerks now. Thanks for the follow up.
So complaining here did work :shock: