I too was very unhappy about the lack of customer service or, indeed, any kind of service from BP Pulse and called Motability, I too was brushed off with a casual “we know, but its who you have to use” response.
I too went and purchased a charger + install from another firm.
I’ve not cancelled my BP Pulse unit, its still in their system since early June, we chased them up about our lack of install several times, so far, no response beyond the acknowledgement of the order. 5 months. Its beyond ridiculous. Most EV charger firms are installing in around 2-3 weeks provided your fuses etc are up to scratch.
Its just not good enough for Motability to fob us off with a very very sub-par performer (and product) in the market, they should have proactively changed to podpoint or similar on realising BP Pulse and their woeful charger were so crap.
In life, it's not who you know that's important, it's how your wife found out.