Confessions of a frustrated EV buyer
After years of wanting to be an EV owner (and patiently waiting for prices to drop), a stunning electric blue Hyundai Kona now graces my driveway. Trading in my trusty 2008 Honda CR-V for this tech-filled beauty really has felt like stepping into the future.
While I could go on about how wonderful the Kona is with its modern safety tech, ridiculously fast acceleration and quiet, smooth ride, I feel I need to address a more pressing issue: the shockingly poor experience I had buying my used EV.
This isn’t about bashing dealerships, but about highlighting crucial areas for improvement so others can avoid my EV buying blues.
A comedy of errors
My EV buying journey started with a frustrating series of mishaps. First, a trip to a dealership forty-minutes away to compare a Kia Niro and Hyundai Kona ended in disappointment when the Niro was mysteriously missing from their site even after calling ahead to check the vehicle was on location. We were instead offered a test drive of a Peugeot E-2008 instead, but it was ultimately unavailable due to a fault.
Next, a visit to a slightly closer dealership where they did have an electric Niro physically on site, but the test drive proved uncomfortable with an overly attentive salesperson who admitted to limited EV knowledge.
Was this the one?
Finally, my partner and I found our Kona! Or so we thought. Despite a scheduled appointment, we waited 40 minutes to even see the car. When we finally got the keys, the rain was pouring, and we found out the car had a mere 21 miles of range. The salesperson insisted on accompanying us on a short, slow test drive, which felt inadequate for such a significant purchase. Yet was all we could really do with the almost-empty battery.
Despite these hurdles, we decided to buy the car. However, with the dealership closing in 30 minutes, we rushed through the paperwork. When we asked about nearby charging stations, the staff were clueless, but they also claimed that providing a nearly empty EV was “normal practice.”
Even though we had a dwindling battery, we set off for home. Well, to the nearest charger. Finding a working public charger in the dark proved challenging, and our hopes sank when we pulled up to a fast charger, but realised the Kona lacked a fast-charging cable. It only had a 3-pin granny charger in the boot. Tears, frustration, and cold rain marked this low point in our EV adventure.
We returned to the closed dealership, hoping to leave the car and sort it out the next day. Luckily, someone was still there and they agreed to charge it overnight.
But our ordeal wasn’t over yet…
The next evening, after an hour’s drive back to the dealership, we were greeted with the news that the charger had malfunctioned, leaving the car with only 60 miles of range. Not the full 250 – 300 miles we were hoping for. After another delay and what appeared to be a faulty charging cable, we finally got our Kona charged enough to get us home and equipped with a proper fast-charging cable.
Lessons learned: a dealer’s guide to EV success
This experience, while ultimately resolved, could easily put off potential EV buyers. Here’s what dealerships need to get right:
- Make sure your online listings are accurate and don’t waste customers’ time with phantom cars.
- Train your team on the nuances of EVs, including range, charging times, regenerative braking, and available charging cables.
- Provide ample time for test drives and, where possible, allow customers to experience the car independently. If accompanied drives are necessary, ensure salespeople are knowledgeable and not overbearing.
- Ensure EVs have sufficient charge for a proper test drive and, crucially, the customer’s journey home. Aim for at least 80% charge.
- Be familiar with nearby charging infrastructure and provide this information to customers. Bonus points for having a map of local chargers!
- Double-check that the car has all the necessary charging cables. This is essential for a positive first impression and a smooth transition to EV ownership.
As a customer, to avoid potential pitfalls, I recommend calling ahead to confirm the EV is fully charged and ready for your test drive. Before leaving the dealership, make sure that the charging cable is in the car and you’re aware of charging stations en-route before you set off if the car isn’t fully charged for any reason.
The shift to electric vehicles is accelerating, and dealerships must adapt to meet the unique needs of EV buyers. By providing knowledgeable staff, a smooth test drive experience, and essential charging information and equipment, dealerships can ensure a positive transition for customers embracing the electric future.
