I’ve a serious issue with the EV charger (OHME) installed by Ovo in June.  It’s tripped out three times recently, and when I stood and watched it do it last night (after a few moments charging), there was a very significant smell of electrical burning from the mini fuse box it's attached to.  Clearly a potential fire risk.  I’ve tripped out the box again, but obviously it’s still physically connected.

I initially speak with Ohme as recommended on the Ovo Charge anytime site.  They back-heel it saying originally they can’t find my installation details (ovo mustn’t have sent them to Ohme).  I provide them and the pictures requested.  Ohme then back-heel it a second time saying that it’s actually the job of the installer (Ovo) to come out.

I speak to Ovo charger team who try to back-heel it saying it’s a Omhe issue.
(i.e both companies passing the buck)

To me it’s clearly an Ovo issue as they provided the equipment AND installed it and until it’s looked it ..

I’ve raised a complaint which can take up to 28 days (according to Ovo)!! to even get a response.  I’ve spoken mulitple times with the Ovo team who are sitting behind a view that Omhe need to trouble shoot before they can do anything and Omhe saying that it’s for Ovo to deal with…

All the while, I’m away from home wondering if something will have caught fire in my absence..

To say the service from Ovo on this (and to a certain extent Ohme) has been absolutely awful is an understatement.  It’s beyond words how poorly this has been handled by them and for something I would put one level down from a Gas Leak. It may well be that the box being tripped is absolutely ok and made it safe until it's looked at, however because the electrical burning smell was coming from the fuse box itself and not the charger - I cannot be certain.

We’ve now got Ovo saying that they have contacted Omhe and need to wait for them to troubleshoot (how you troubleshoot something which isn’t working before authorising a site visit I have no idea)… the fact remains that no-one qualified has looked at the issue and confirmed anything about the issue, and the end result will be that someone from Ovo needs to come out

When on earth Ovo needs Ohme permission to come out to the something which actually relates to the fuse box and therefore is the equipment that Ovo brought with them (not the charger) I have no idea.
Regardless of the outcome of that discussion between both companies - what would the end result be?  An Ovo engineer would need to come out.

1) If the Omhe charger is broken and the cause - Ovo enginner comes out to fix
2) If the fuse box is broken and the cause - Ovo engineer comes out to fix
3) No problem equipment, but the installation itself is wrong (water ingress, broken cables etc) - Ovo engineer comes out to fix

It's not as if the problem is going to fix itself!

After 4 phone calls, speaking with 7 different people, and countless emails - we're now playing a waiting game for two people to actually talk to each other and press the right buttons to get someone out.  I'm led to believe that will be hopefully be sorted by the end of the day!  That last chap to be fair did seem like was trying his best, but up until then I've had one poor response from another (I even had one Ovo rep ask me "what exactly are you using the charger for" - my answer of course being "errrr.. charging my car - what else would I use it for?")

If the item was broken, or even just tripping - I could 'maybe' accept someone taking a full working day to even get me an appointment - but for my particular issue - I think it would/should be more likely that I would have someone on-site by the end of day - not simply waiting to get an appointment.

What an awful experience up to this point..  Fingers crossed my garage hasn't burnt to a crisp before I get home.