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Green Building Bible, Fourth Edition
Green Building Bible, fourth edition (both books)
These two books are the perfect starting place to help you get to grips with one of the most vitally important aspects of our society - our homes and living environment.

PLEASE NOTE: A download link for Volume 1 will be sent to you by email and Volume 2 will be sent to you by post as a book.

Buy individually or both books together. Delivery is free!


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    • CommentAuthorowlman
    • CommentTimeOct 5th 2021
     
    CUSTOMER,-- SERVICE,-- HELPLINE:
    Whatever happened to each of those three words as far as energy companies are concerned.

    I've just wasted half a morning on and off trying to discover if my switch has been actioned or not. My new online account details are incomplete. I'm not a victim of the recent energy company closures, just a routine switch actioned before the latest news broke.

    The online Q&As keep sending you round in circles. The online "bot" chat, no operator, directs you back to the Q&As, as does the phone line.
    When, after a bellyful of Musak, (twice) Tom or Dick or Harry finally answers the phone, he then disappears to check, and 5 minutes later, ( more Musak ), the line goes dead (twice).

    Surely this can't be such a difficult problem to solve.

    Should the regulator force them to maintain a proper decent helpline and/or/plus email contact?
    • CommentAuthorrevor
    • CommentTimeOct 5th 2021
     
    It is the same everywhere. At least you did get an answer even though you got cut off. Try the DVLA, no bot, no one answers.
    Posted By: owlmanSurely this can't be such a difficult problem to solve.

    They need more people is bottom line, like most service businesses at moment.

    Posted By: owlmanhould the regulator force them to maintain a proper decent helpline and/or/plus email contact?


    Octopus is good might have to wait a couple of days for a reply before pandemic often same day also get named person replying
    •  
      CommentAuthordjh
    • CommentTimeOct 5th 2021
     
    Posted By: owlmanI've just wasted half a morning on and off trying to discover if my switch has been actioned or not.

    You've wasted even more of your time and some of mine by writing this rant without providing any real information. :bigsmile:

    Who is the new supplier?
    How and when did you contact them to request a transfer, and do you have a written record?
    Is the new supplier signed up to the Energy Switch Guarantee?
    Do you have any communications from the new supplier confirming the proposed transfer and the date it would take place?
    Has the date arrived and have you taken a meter reading?
    Have you had any further communications from the new supplier after the initial acknowledgment?
    How long after the proposed transfer date is it now?

    Basically, as long as you have meter readings for any important dates, I wouldn't worry. It will all get sorted out eventually.

    FWIW, Which publish a list of suppliers and their associated scores for customer ratings.
    • CommentAuthorphiledge
    • CommentTimeOct 5th 2021
     
    Cancelling your direct debit usually gets their attention pretty quick. When they get in touch ask your questions and apologise for cancelling the DD.

    Be concious that covid has hit lots of call centres pretty hard and its not really the companies fault if its got lots of staff isolating. Covid hit Symbio energies Indian call centre earlier this year and apparently they lost a fair few of their agents! Handled their customer contact very poorly but I did have a bit of sympathy with them.
  1.  
    +1, and the cashflow in those companies is pretty precarious so they are probably cutting back spending on customer service. The survivors will have less competition for customers anyway.

    MSE Energy Club do comparisons that include customer service ratings, no idea whether past performance is any guide to the future... They are advising not to switch at the moment as any new deal will be more expensive than what you already have.

    If you do get someone on the phone, tell them (nicely) you are unhappy, sometimes they are authorised to knock a tenner off your bill.
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