The company’s sudden exit from North America and an open investigation into fires and malfunctions leaves owners in the lurch
A JuiceBox charger in use at Consumer Reports’ Auto Test Center
By Keith Barry
If you own a JuiceBox electric vehicle charger, you might have to change the way you charge. Enel X Way North America, JuiceBox’s parent company, announced that it is shutting down operations in the U.S. and Canada. As a result, owners will lose access to smart charging, phone apps, and customer service.
In addition, days after Enel X Way’s announcement, the National Highway Traffic Safety Administration opened an investigation into JuiceBox chargers after a series of consumer complaints about electrical fires and malfunctions. One complaint alleges that using a JuiceBox charger led to an explosion that burned down a house, and another claims a car caught fire in a driveway while charging with a JuiceBox.
Whether it’s an item as small as the $90 Spotify Car Thing Music Player or as big as the $53,000 Fisker Ocean EV, ownership can be complicated when companies shut down, especially when their products rely on software and servers that are no longer maintained. Consumer Reports has spoken out against manufacturers that require a subscription or specialized software to operate a product that consumers already own, a practice known as software tethering, and has advocated for the Federal Trade Commission to address the issue.
“Keeping a connected device alive costs money in terms of cloud costs and developer costs,” says Stacey Higginbotham, policy fellow at CR. “Frankly, it is irresponsible for companies to produce these products without planning for their demise, which is what we suggest they do.”
As JuiceBox ends its operations, we’ll walk you through what to expect.
Can You Still Use Your JuiceBox Charger?
Yes. According to Enel X Way, individuals who have a JuiceBox installed at home can still charge their cars, but they won’t be able to change any settings—including maximum charging output—because connectivity and smart features won’t work.
If your JuiceBox is set to a low charging output because the circuit it’s plugged into can’t handle a higher amperage, be aware that the charger could reset to a higher default maximum charging output and trip your circuit breaker, causing a fire risk. (Note that the JuiceBox Pro 48 should be hardwired on a 60-amp circuit breaker, which should minimize the fire risk.) We contacted Enel X Way and its parent company, Enel, to ask more about software limitations, but did not receive a response.
How Do You Schedule Charging if Your JuiceBox App and Software No Longer Work?
After Oct. 11, 2024, all JuiceBox software and apps will be discontinued, which means owners will no longer be able to schedule or monitor charging through their chargers. The good news is that nearly all EVs come with built-in settings that replicate those same features.
“If you’re trying to take advantage of incentives or lower electric rates that your utility might offer for off-peak charging, you can usually schedule charging on your vehicle’s infotainment screen or through the car’s smartphone app,” says Gabe Shenhar, associate director of CR’s auto test program.
In some cases, EV owners who receive a recurring discount from their utility provider for enabling communication with a smart charger will still be able to do so after their JuiceBox turns into a “dumb” charger, as long as their vehicle is also eligible.
A JuiceBox charger installed at CR’s Auto Test Center.
Consumer Reports
What About Commercial JuiceBox Chargers?
That’s a different story. Enel X Way says that commercial charging stations will stop working entirely when software support ends. But a third party, ChargeLab, says it is working on solutions to ensure that JuiceBox workplace, fleet, and commercial charging stations will continue to operate even after their servers are disconnected. Operators of these chargers should contact ChargeLab directly.
What About Repairs and Warranty Coverage?
We’re not sure yet. According to Enel X Way North America, the company is in the process of appointing an “experienced third-party” to manage any remaining obligations. The company says that further information will be provided on a claims information page, which is not yet available. We reached out to Enel X Way, Enel, and the claims email listed on Enel X Way’s home page to find out more, but have not heard back.
If you purchased your JuiceBox recently, you may be able to return it to a retailer or take advantage of a credit card’s warranty coverage benefit if something goes wrong. If you experience a safety issue with your charger, you can submit a complaint to NHTSA. If you’re looking for a new charger, we’ve had good experiences with several alternatives.
Ultimately, the responsibility for continued functionality should fall on Enel X Way, says Stacey Higginbotham, policy fellow at Consumer Reports. Manufacturers of software-tethered products should set aside money to support future warranty coverage or to reimburse owners for lost functionality.
“You can’t squeeze blood from a turnip, which is why having an escrow set aside for support and maintenance is the right thing to do,” she says.
App-free usability could even be factored into the product design, such as including fundamental controls on the device itself.
Nissan’s EV charging app.
Photo: Nissan
Can You Update You JuiceBox Software Yourself?
Kind of. A group of JuiceBox owners put together Juice Rescue, a community dedicated to creating software that replaces some smart features and putting pressure on Enel X Way to release source code and intellectual property.
Higginbotham says similar community efforts have helped “rescue” other orphaned products in the past, but warns that they aren’t usually geared to average consumers who expect a plug-and-play experience. “Sure, it can be done, but it’s usually done by tech-savvy hobbyists,” she says.
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Post time: Oct-09-2024