Eon missed Tado installation appointment

Singh1111 · 9 January 2018 at 5:39PM

Is anyone aware of what’s going between EOn and JustEnergy.

I had a TaDo smart thermostat fitting appointment this morning that was missed. EOn mentioned that this is managed by third party JustEnergy who have a track record of missing appointments. JustEnergy said that the appointment was cancelled by EOn. Now I am sat here wasted my entire morning sitting and waiting for these guys.

There has been no effort from either JustEnergy or from EOn to at least let me know that the appointment has been cancelled.

I have raised a complaint with EOn and they said someone will get back to me to reschedule appointment but no ETA. I am now dreading if I miss their call, I might not get another appointment soon. And I have not been called yet by either their complaint resolution department or by their installation appointment rebooking department.

Surely, this is not how a company who I pay on time should be treating their customers. I have already paid for this installation.

Is there any way I can get this resolved quickly without wasting any more of my time.

jk0 · 9 January 2018 at 7:18PM

Singh1111 wrote: »

Is there any way I can get this resolved quickly without wasting any more of my time.

Ring to cancel, and make do with a manual thermostat.

(Frankly, I think these gadgets are more trouble than they're worth.)

badmemory · 10 January 2018 at 4:30AM

How did you pay?

E.ON_Company_Representative:_Helena · 10 January 2018 at 9:44AM

Good morning Singh1111 and welcome to the forum.

I'm sorry that the appointment hasn't gone ahead, I understand this is so frustrating, but you've done the right thing in starting a complaint.

This means that you'll have a complaint manager and a point of contact.

I would suggest speaking to us again and ask about the progression of the complaint and when your next appointment will be booked.

There is a specific [FONT=&quot]department[/FONT] that deal with these installations and it may be that the person you spoke to first has passed this to them.

I can't deal with this due to the level it's reached, but I can help you get in contact if you need me.

Thank you.

Helena

Singh1111 · 10 January 2018 at 11:49AM

Thanks, I rung this morning and got misleading information again after being passed around to 3 departments - customer service, customer operations and appointments. Just when I was about to be transferred to a 4th one, the customer service rep at installation department booked another appointment for me but I have not received a confirmation yet.

E.ON_Company_Representative:_Helena · 10 January 2018 at 12:05PM

Singh1111 wrote: »

Thanks, I rung this morning and got misleading information again after being passed around to 3 departments - customer service, customer operations and appointments. Just when I was about to be transferred to a 4th one, the customer service rep at installation department booked another appointment for me but I have not received a confirmation yet.

Thanks Singh1111 for letting me know.

You really should not have been passed about so much, especially with an open complaint on the account

I'm really sorry that you were.

It does sound like you have spoken to the installations now and the confirmation should come through soon.

I'm here if you need me.

Thank you

Helena

Eon missed Tado installation appointment

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