Write don't Ring!!

Cardew · 15 February 2007 at 12:50AM

Reading these threads, there must be literally hundreds of posts that say:

“I have rung them many times over the past xx months.”

“I have spent hours on the phone listening to music”

We all know that the customer service centres for most utility companies are poor. A phone call on a complicated issue will rarely get dealt with correctly and you inevitably will have to call again, deal with a different operator and start again. You have absolutely no proof of what you and the utility company said to each other.

It is so much easier, cheaper and less time consuming to write a simple letter and send it recorded delivery. If it looks like a complicated issue, copy the letter to the appropriate regulator; they won’t initially take action but they will have it on file and it will certainly provoke a response from the utility company.

If we all flood these companies with letters, it might prompt them to staff these call centres properly so they can deal with issues correctly.

masonic · 15 February 2007 at 9:09AM

I don't think it's even necessary to send it recorded. The fact that you have record of the correspondence will help immeasurably if you need to follow up the problem. Plus, IMHO, someone is far less likely to fob you off with incorrect information if they have to put it in writing.

tripled · 15 February 2007 at 12:30PM

I don't think you should send the copy to energywatch in the first instance, after all, they will be flooded with correspondence too and that might cause a backlog. However I do agree with the point Cardew is making, namely why keep banging your head against a brick wall?

elektra · 15 February 2007 at 1:44PM

I agree to a point but if you have been sent a bill that you are not going to pay because it is so wrong then you need to speak to a person to make sure a hold gets put on bill and therefore reminders, debt collectors not sent.
It doesn't help getting bill sorted but stops the reminders.

Melly31 · 25 February 2007 at 4:57AM

I totally agree with Cardew, having spent numerous hours on the phone to several different Gas & Elec companies over the last year, my advise would be to hang up the phone, don't waste your breath & STOP putting yourself through all that stress for no apparent reason!
Instead just click on the following link:
http://www.energywatch.org.uk/help_and_advice/how_we_can_help/make_a_complaint/index.asp
.......fill in the details & i guarantee you will have a response within 2wks-TOPS!
As for not sending your complaint to energywatch in the 1st instance-WHY NOT? It doesn't matter how many times you contact your provider, it will NOT get you anywhere, it just delays the process & stresses you out!
As for not sending a letter by recorded delivery? WHAT??????????
If you can't fill it in online-ALWAYS SEND IT RECORDED DELIVERY, recording the correspondance IS recorded delivery, it records the fact you've sent a letter & it records the fact the recipitant has received your letter, what else are you going to give as a record? A letter on your pc you mite never of sent????
Yea that helps?!?!?!

seven-day-weekend · 25 February 2007 at 9:18AM

Although I agree on the whole, I wrote a letter to NPower eleven months ago and STILL haven't received a reply!

Changed suppliers nine months ago!

sweetnest · 25 February 2007 at 9:28AM

Well, i tried writing to BG 3 times, no response, i then sent a letter recorded delivery, no response, i then tried to get their attention sending via special delivery...no response...i tired energy watch, they couldnt get them to respond, after months

my saviour at that time was britishgasworker who used to be active here..

You could say i was banging my head against a brick wall. Totally frustrated, but it`s happening again, i have a problem (4 payments havent shown on their system) and i`m having no response to me e-mails and letters, on the phone i was told to send in bank statements..which i have.

Why can`t they respond to us !!

beeniemac · 26 February 2007 at 9:58PM

As a employee of a utility company, working in a correspondence department, I wholeheartedly agree with cardew.

It is also my opinion that a letter is far more likely to be dealt with properly and accurately. Telephony staff, in my experience are under much more pressure to get the customers off the phone asap, to get the AHTs as low as possible, to get their lovely bonuses. On my correspondence department we have much more time to look into an account, in depth and to construct a far more detailed reply, which the customer can keep a hard copy of.

Its probably cheaper too, with a first class recorded delivery letter costing about £1.00 - rather than 20 minutes spent on hold on a 0870/other extortionate rate number!

But please be nice, remember that the person dealing with your letter is not responsible for the mess that you have been left in!

newmommyjen · 28 February 2007 at 9:29PM

what about sending a email?

Write don't Ring!!

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