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

Pssst

Apologies Monkey--well in an ideal world people would get efficient service instead of being fobbed off like this. unfortunatley its a standard payment so theres no haggling. I'd up it to £30.

reginaphlange

OP, I know what you've been through....I'm currently in the middle of it myself!

Meter displays "call help". I phoned E.ON at 4pm waited the 4 hours like they said and guess what....we're still sitting in a now freezing cold flat.

Rang at just gone 8pm (now on a 0845 number, not freephone) and waited 50 mins to speak to someone - received no apology for my wait. He then went on to say that he would contact National Grid and would put me on hold ... again! I asked how long I'd be put on hold for (due to previous wait on my phone bill) he said 'won't be long'. After another 15 mins of listening to the same piece of classical music he came back to say that the issue has been logged and engineers are aware that they need to come out to me. I asked how much longer, he didnt know. I asked do they come out 24 hours, he didnt know. He went on to say that many other people are in a similar situation....doesn't really justify the wait for anyone though!

So, he we are at 10.30pm huddled around a heater I had to go out and buy just before the shops closed (one of the best purchases I've made in a long time!)

The difference between me and OP is that we haven't got any children here.

I think this situation is disgusting. E.ON more or less blamed the wait on the cold weather. Umm....this is the UK....it is now November...who thought it would be cold this time of year? :rolleyes:

Grrr .....or should that be Brrr!

space_rider

The 0800 363 363 number still works.

Monkey1984

reginaphlange wrote: »

I think this situation is disgusting. E.ON more or less blamed the wait on the cold weather. Umm....this is the UK....it is now November...who thought it would be cold this time of year? :rolleyes:

Grrr .....or should that be Brrr!

I don't think E.on have helped the situation but its not E.on that will be coming out they use a Meter Asset Manager such as National Grid Metering. This is who will be coming out.

Unfortunately people only notice they have problems with there gas meters when the temperature drops (for obvious reasons), So its not a shock that they have stated its the weather.

I think the drop in temperature this week has caught National Grid by suprise, I had to call the emergency number earlier on for a client and there was a queue which is extremely rare.

Excuse the pun but they sound a bit 'Snowed Under' with work.

**sparkle**

If i'm really honest i felt a little insulted by this 'compensation', but i didnt really know whether i should complain or not, it's not so much the amount but the fact that it kinda got given to us in one hand then taken straight back again. Also we have sent the original payment card back to them so we can get the money back what was on it (we had £12 on the card).
Yet to hear from them about this - but then left us with no credit in the new machine..cheek!

**sparkle**

So..(forgot to mention this in the post above) i have decided i am writing to ask for the compensation by cheque. Dont know if they will even bother to reply tho - i really dont expect much courtesy from this company ...

Pssst

There you see sparkle,you know its right dont you and you feel that they have worked one over on you. dont let them get away with it girl. Get that cheque in your hot little hand.

On another point..perhaps,and i only say perhaps,National Grid would love to give exemplary service and its staff feel great shame at what customers have to endure but also perhaps it has something to do with the swingeing cuts in operating costs that Ofgem doles out to National Grid every time they review the companies expenditure?

Thats right, National Grid Gas Distribution is a regulated industry. It is regulated by the idiots at Ofgem. Ofgem continually cuts cuts and cuts the money it allows Nationl Grid to operate to the point where there are not enough resources and manpower to do the job. So in the end,blame the peoples champion, the pen pushers and bean counters at Ofgem....a bunch of idiots who have harmed the industry far more than helped

Joyful

I know that there has been an unprecedented amount of calls in the last 2 weeks re gas meter errors. The volumes to my call centre have almost doubled to what they normally are at this time of year. Although all companies ( including the meter operators) have their normal timescales for call outs this has caught everyone out. They cannot pull an extra 80% of Engineers out of thin air. I know this does not help if you are sitting in the cold but please do not take it out on the staff as it is out of their control.

Also as many people are switching the gas on for the first time and seeing it eat up their credit they all think they have faulty meters. Unfortunately for them it's the cost of gas. This also means volumes are high ( but this was expected and planned for).

It is in the interest of all parties to have happy Customers and quick call outs and they are all hoping this will be short lived.

lemontart

word of advice when calling national grid metering number take option 2 then option 2 again - under no circumstances take option 1 as this puts you through to the gas emergency service who cannot help you at all nor transfer you



Telephone: +44 (0) 121 424 8000 national grid metering take option 2 then 2 again and then listen to the options offered

**sparkle**

Just to update everone kind enough to give me advice we recieved a cheque for £40 today from eon after we said the initial £20 that was credited to our account was not acceptable. A result!!