BC3
Posts: 30
Joined: Fri Apr 01, 2011 1:11 pm
Delivery Date: 26 Jun 2015
Location: Encino, CA

blink Customer Service Experience

Fri Apr 08, 2011 10:58 am

I had my blink L2 charger installed earlier this week. The electric charging part works great but it cannot connect to my wireless network. It seems silly to me that ECOtality is expecting electric contractors to conduct (pun intended) network connections. They worked very hard to get it to connect and even went to Radio Shack to purchase a 100ft network cable to test a hard wire connection to my network. No luck. I reluctantly signed off on the installation realizing the charger delivers electricity to the car (their job) and the network issue resides with someone else (me if it’s my network, blink if it’s the box).

I was hesitant to call blink customer service thinking the newness of the service would be a nightmare to deal. I couldn’t be more wrong. Yesterday I called from work and explained my situation. The customer service rep told me they would walk through the set up with me to troubleshoot. I’m on the west coast and they are on the east coast so I expected it would be days before we hooked up. Wrong again. The same night at 7pm PDT a blink rep called me to work on fixing the issue. He had a network technician on the line again as well. Long-story-short, the three of us spent nearly 1 hour working on the issue. Not to get into too much detail but my box was set up all wrong (IP address, subnet mask, etc… were all wrong). They also want me to have a stronger signal so they are contacting my local ECOtality coordinator to arrange for someone to come out and install a power line adapter to improve the network signal in my garage. The net tech and CS rep were super polite through the entire process – continuously apologizing for the set up issues and patiently walking me through my network set up. It’s comforting to know that blink has the resources in place to help with set up and future issues I might encounter with my charger.
Black SL-e delivered 3/31/11
ECOtality blink L2 installed 4/6/11
PV solar-powered household

derkraut
Posts: 1517
Joined: Fri Jul 16, 2010 7:39 pm
Delivery Date: 14 Jun 2011
Leaf Number: 004248
Location: San Diego vicinity

Re: blink Customer Service Experience

Fri Apr 08, 2011 11:14 am

BC3 wrote:I had my blink L2 charger installed earlier this week. The electric charging part works great but it cannot connect to my wireless network. It seems silly to me that ECOtality is expecting electric contractors to conduct (pun intended) network connections. They worked very hard to get it to connect and even went to Radio Shack to purchase a 100ft network cable to test a hard wire connection to my network. No luck. I reluctantly signed off on the installation realizing the charger delivers electricity to the car (their job) and the network issue resides with someone else (me if it’s my network, blink if it’s the box).

I was hesitant to call blink customer service thinking the newness of the service would be a nightmare to deal. I couldn’t be more wrong. Yesterday I called from work and explained my situation. The customer service rep told me they would walk through the set up with me to troubleshoot. I’m on the west coast and they are on the east coast so I expected it would be days before we hooked up. Wrong again. The same night at 7pm PDT a blink rep called me to work on fixing the issue. He had a network technician on the line again as well. Long-story-short, the three of us spent nearly 1 hour working on the issue. Not to get into too much detail but my box was set up all wrong (IP address, subnet mask, etc… were all wrong). They also want me to have a stronger signal so they are contacting my local ECOtality coordinator to arrange for someone to come out and install a power line adapter to improve the network signal in my garage. The net tech and CS rep were super polite through the entire process – continuously apologizing for the set up issues and patiently walking me through my network set up. It’s comforting to know that blink has the resources in place to help with set up and future issues I might encounter with my charger.
Pretty darn good service by Blink.....thanks for sharing.
Derkraut
Color: Cayenne SLE, ETEC trim
reserved: 5/15/2010
Leaf del. 6/14/2011
New Traction battery installed on 7/28/2017:

User avatar
wsbca
Posts: 505
Joined: Tue Aug 03, 2010 4:33 pm
Delivery Date: 0- 0-2011
Location: SL-E powered by 3KW AC Solar in SoCal

Re: blink Customer Service Experience

Fri Apr 08, 2011 11:31 am

In a similar vein, during our install the contractor contacted Ecotality/Blink support for help, and we ended up escalated to someone with solid skills who ended up figuring out and solving the problem by remotely connecting to my laptop, then using command line networking tools along with digging into our router config through its browser interface. It obviously helped that I had a laptop handy and was able to give them remote access, but it was impressive nonetheless. (They should promote the guy that helped us to the QA team for the software!)
I was promised a jet pack!

Long4Leaf
Posts: 139
Joined: Thu Sep 02, 2010 3:06 pm

Re: blink Customer Service Experience

Fri Apr 08, 2011 1:17 pm

On the non-technical side, my experience with them has also been excellent. Had an issue with the electronic signature of the agreement, fixed immediately. Took delivery of my LEAF but no charger, get scheduled within days. Very impressed so far.

User avatar
TRONZ
Posts: 2240
Joined: Tue Sep 21, 2010 11:01 pm
Delivery Date: 31 Jan 2011
Leaf Number: 202
Location: Denver, CO

Re: blink Customer Service Experience

Fri Apr 08, 2011 2:00 pm

I really like hearing success stories since Eco/Blink is holding $100,000,000.00 of our money. Does anyone know how many chargers they have installed so far???
Every start, is as good as any start can ever be. - Douglas Darden

Stats;
2011 LEAF SL VIN#202, Delivered 01.30.11. Now, by far, the oldest LEAF in Colorado.

BC3
Posts: 30
Joined: Fri Apr 01, 2011 1:11 pm
Delivery Date: 26 Jun 2015
Location: Encino, CA

Re: blink Customer Service Experience

Fri Apr 08, 2011 2:38 pm

TRONZ wrote:I really like hearing success stories since Eco/Blink is holding $100,000,000.00 of our money. Does anyone know how many chargers they have installed so far???
It's funny you mention the $100M. The entire time I was on the phone I kept thinking that this customer service model isn't sustainable. How much are they paying to have two highly qualified employees (1 was a senior network technician) based in eastern U.S. spend an hour on the phone with one customer when most cust serv models have those calls (the ones that make it out of an automated environment) routed to India.

Don't get me wrong, I'm grateful for the help - for once it's seems like an advantage to be an early adopter.
Black SL-e delivered 3/31/11
ECOtality blink L2 installed 4/6/11
PV solar-powered household

LBCev
Posts: 134
Joined: Tue Jul 27, 2010 6:04 pm
Delivery Date: 03 Nov 2011
Location: Long Beach, CA

Re: blink Customer Service Experience

Fri Apr 08, 2011 9:01 pm

Everyone I've dealt with from blink/Ecotality has been a class act. Most recently, I described the issues I was having with the charge timer and network connectivity in an email and they replied within five minutes with detailed instructions. Twenty minutes later the firmware fix was in and my EVSE is now working perfectly.
Delivery: 3/30/11
VIN: 785
Now solar powered!

SteveInSeattle
Posts: 455
Joined: Sat Jul 31, 2010 4:33 pm
Delivery Date: 03 May 2011
Location: Lake Forest park, WA
Contact: Website

Re: blink Customer Service Experience

Sat Apr 09, 2011 4:46 pm

I've sent several emails that were never responded to... I'm pretty sure I will need their help but thought I would wait until my Leaf comes before calling. I am reassured by these experiences.
2013 lease ended, purchased a red 2015 SL Premium from Ray Ishak at Magic Nissan. Good deal + rebates + $7500 tax credit + no sales tax = Leaf for Sentra money.

SanDust
Posts: 1363
Joined: Fri Aug 06, 2010 10:54 am

Re: blink Customer Service Experience

Fri Apr 15, 2011 6:10 am

Support is unbelievably good. It has to be hard for the support guys (and gals) since they are dealing with a thousand different pieces of equipment and customers with varying degrees of network knowledge. They may not be able to fix the problem but not for want of trying or knowledge.

User avatar
turbo2ltr
Posts: 1376
Joined: Fri Jul 30, 2010 11:13 pm
Delivery Date: 04 Feb 2011
Leaf Number: 185
Location: Phoenix, AZ

Re: blink Customer Service Experience

Fri Apr 15, 2011 8:02 am

Despite my vocal complaints on this board about my frustration in forcing me to "upgrade" my perfectly working Clipper Creek to a non-working Blink, I will say, they do seem genuinely concerned and working hard to make things right. I get calls from them every couple of days asking about how it's going. It looks like (at least for me) they finally got things right with v1.5 so that was only a few days of inconvenience.
Silver SL-e
Ford F450 Crew Cab Hybrid Conversion

Return to “Blink”