24 hours with no gas supply..appalling customer service.

Pssst

A supply interruption means a loss of supply at the incoming service, i.e a network /infrastructure failure.

A PPM malfunction is exactly that and that is whats happening in this situation. AFAIK without checking,the liability to compensate lies with the supplier who then gets it from NG metering ( i think,without checking). This may explain why the job wasnt passed over until today, i.e to offset any failure of SOS liability but i can only speculate !

As you say,and as quoted,the SUPPLIER shall send an appropriate person. That could be anyone that the supplier deems appropriate and/or whom they choose to engage to undertake their meterwork..

Ah yes,market liberalisation and metering competition...supposed to be good for the customer wasnt it? Now everyone fights over who does what and the customer is the loser.

Premier_2

So does that mean the OP can expect to receive up to £40?

i.e. £20 for not responding within 4 hours and possibly another £20 for not being informed of and receiving their entitlement to £20 within 10 days?

Pssst

Premier wrote: »

So does that mean the OP can expect to receive up to £40?

i.e. £20 for not responding within 4 hours and possibly another £20 for not being informed of and receiving their entitlement to £20 within 10 days?

It would be much better if the industry were fully integrated as in the British Gas Corporation days as then she wouldnt be sat freezing..

She will need to write to EON,recorded,head the letter COMPLAINT,be concise,ask why her initial call wasnt passed through,and also why she didnt receive the SOS as advertised. Also request the applicable compensation.

**sparkle**

Well, Nat grid eventually turned up at 3.30pm (27 hours after initial call).
They told us they had only recieved the booking info at 1.25pm that day, so it only took eon 25 hours to pass this on to national grid!!:mad:

We recieved a letter of apology from eon with £20 compensation which Grrrrr:mad: ....is being credited straight to our account...so i feel we have not really had any compensation at all! But hey..:T..at least we are warm...

Pssst

Did the nice man say what was wrong with it? I would request that they send you a cheque for £20. I'd also check if you are actually entitled to more. The compensation is to compensate you for the inconvenience you have endured as a result of their poor service. It is not a part share in their company! i.e they havent really given you much as they have taken the decision to reinvest their 20 in their company via your account! you might have wanted to go out for a good drink to calm your nerves after their appaling performance..dont let them off with it girl..get that 20 notes back off them..:)

Monkey1984

Pssst wrote: »

Did the nice man say what was wrong with it? I would request that they send you a cheque for £20. I'd also check if you are actually entitled to more. The compensation is to compensate you for the inconvenience you have endured as a result of their poor service. It is not a part share in their company! i.e they havent really given you much as they have taken the decision to reinvest their 20 in their company via your account! you might have wanted to go out for a good drink to calm your nerves after their appaling performance..dont let them off with it girl..get that 20 notes back off them..:)

Since they are on a pre payment meter then it should be sent by cheque anyway. Surely to put a credit on there account they will never see it (Its not credited onto there next top up)

And to be fair £20 for 27 hours off supply is not bad going since that will probably keep you in gas for at least 5 days.

I wouldn't complain personally.

fiesta13

Can any one advise me on this I changed from british gas to scotish power
I am on a pre pay meter I was paying £10 a week now its gone to £35 a week they have said they will put new meter in when guy came to look he said it wont make any differance they have just fobbed me of I could be paying someones arrears (I have just moved into rented house )he also mentiond the chip in the card could be wrong please help I cant afford £35 a week

Pssst

Fiesta-if you move into a new premises and it has a prepayment meter in it,you must NOT use any old gascard that is already there. You must contact your supplier to request a new gascard for yourself.

Reason is that the previous occupier may have had a debt. That debt may still exist on the meter and if you use the old card,you'll simply be paying off their debt for them!

The idea is that you are supplied with a new card,this should reset the meter and clear any debt (assuming YOU dont have any) and then you are on track and running correctly.

Sometimes,despite a new card being supplied,this doesnt reset the meter or doesnt work. In such cases,an engineer visit is required to reset the meter.

If the gas supplier says they are going to send you a new card AND that they will be sending someone to reset the meter,DO NOT put the new card in the meter. Keep it safe until the man comes,does the reset and he can then initialise your new card in the meter.

If you do put the new card in before the man comes,when he resets it,your new card will not work! HTH

Pssst

Monkey1984 wrote: »

Since they are on a pre payment meter then it should be sent by cheque anyway. Surely to put a credit on there account they will never see it (Its not credited onto there next top up)

And to be fair £20 for 27 hours off supply is not bad going since that will probably keep you in gas for at least 5 days.

I wouldn't complain personally.

From the OPs post,it appears they are simply crediting it to her account,i.e they are giving it back to themselves !

They should actually be paying it out by cheque so that the OP can decide what she does with it. Its her compo,not theirs.

also i think £20 isnt much considering all the stress,inconvenience and costs involved sitting on phone lines listeneing to music as well as sitting freezing,having to use alternative heating and even buying takeaway if she cooks by gas.

Monkey1984

Pssst wrote: »

From the OPs post,it appears they are simply crediting it to her account,i.e they are giving it back to themselves !

They should actually be paying it out by cheque so that the OP can decide what she does with it. Its her compo,not theirs.

also i think £20 isnt much considering all the stress,inconvenience and costs involved sitting on phone lines listeneing to music as well as sitting freezing,having to use alternative heating and even buying takeaway if she cooks by gas.

Might be a misunderstanding here - I suggest that giving the cheque would be the better option.

I think £20 is adequate for 27 hours - What do you think would be a fair level of compensation then?