Thought I’d add my experience with delivery/collection today to this thread. I do think that there is something not quite right in these processes at the moment that would benefit from smoothing out.
Want to stress that the delivery driver himself was a really nice guy and keen to be as helpful as possible. The vehicle came from Gefco in Corby. It was a different base compared to the Zoe (which came from Upper Heyford).
Main problem for me was that the delivery was scheduled for 5-9pm, but I got a call at 11am from the driver to say he was an hour away from me. I explained to him that I was expecting delivering from 5pm and so I was on a journey from Brighton up to Heathrow to collect my partner arriving on a flight. Luckily, at that moment, we were less than 5 miles from each other on the M25, so we arranged to meet at a service station. We did the handover of vehicles there (took probably about 20 minutes by the time we’d both done all the photos) and then I carried on, on my way.
The driver said that he had been booked to do the delivery at the wrong time. Clearly someone is miscommunicating somewhere along the chain, between Onto telling me the delivery will be 5-9pm and the driver being told 12-5pm.
The handover process was a bit painful. The driver explained that Onto required no fewer than 30 photos, each of which had to be uploaded live, at painfully slow speed, using an app. He asked for signatures at the end of each vehicle. In the end I had to cut and run because I was late for pickup at Heathrow. He called his HQ and they were fine with letting me go. They acknowledged their app was being buggy.
I thought the handovers were supposed to be contactless. The means, presumably, they shouldn’t require signatures.
In terms of the equipment received, everything was A-OK, including the physical key, with the exception that I am missing the 3-pin charger (assume it is in the post to me?) and also missing the locking nut.
Because I had the car 6 hours early, I could not start the booking in the app The process for ending the previous booking in the app was also not intuitive. I also keep getting a pop-up telling me to renew my previous booking because it will expire “-21” days ago.
Once I got the booking started, I tried to report that the locking nut was missing through the “report damage” function in the app but this just returns error messages.
Finally, I haven’t received any communication from Onto about the delivery/collection since the original “Swap Confirmation” email when I made the booking about 4 weeks ago. That email contains a link to the “Swap Guide” which has some useful instructions. But nowhere have I been asked to fill out the online forms for delivery and collection. If it weren’t for this message board, I wouldn’t know they existed.
All in all, the delivery, swap and collection process feels a bit broken at the moment. Think there is some “process optimisation” that could be done here!