E on meter change problems!! Grrrrr

Fire_Fox

Complaining in writing is almost always the way to get a satisfactory result and probably the best way to get notes on her account. Does your mum have an emergency 'button' that hangs around her neck (not sure what they are called) and a telephone on the wall next to the bath?

E.ON_Company_Representative

I’m sorry to hear of these problems lindos90,

The payment of £20 is right; it’s basically a guarantee of service payment. If the guarantees are broke you may be entitled to the payments.

Regarding the situation as a whole, I think its time you made a formal complaint.

Get this is writing to the complaints department detailing all the failed appointments and the exact circumstances your mother is in. Details of your mother’s mobility issues/sensitive equipment can be recorded on the account. If this is done unscheduled appointments shouldn’t happen and special service is given for these kind of appointments.

Half of the problem so far seems that these have not been recorded as of yet.

If the meter exchange is a regular statutory meter exchange then the complaint needs to be made to E.ON energy services department. I’d write to the retail complaints team and let them handle it.

Brian

lindos90

Fire_Fox wrote: »

Complaining in writing is almost always the way to get a satisfactory result and probably the best way to get notes on her account. Does your mum have an emergency 'button' that hangs around her neck (not sure what they are called) and a telephone on the wall next to the bath?

She has a large buttoned phone, with a second remote handset in her bedroom. She usually has a mobile phone (never used it, just for emergencies) in her apron pocket.

Im in the process of trying to get her rehoused to live near us, and hopefully we will look into a pendant alarm then.

Its just fustrating that Eon take no notice of Phone calls or even messages left infront of the meter!

I will tell her to leave her mobile in reaching distance when she is reclined in her chair or in the bath just in case.....but why the heck should she have to do this every day really, just in case they turn up before the planned day on 4th May, just because they dont bother to record and pass on important info!?!

lindos90

E.ON_Company_Representative:_Brian wrote: »

I’m sorry to hear of these problems lindos90,

The payment of £20 is right; it’s basically a guarantee of service payment. If the guarantees are broke you may be entitled to the payments.

Regarding the situation as a whole, I think its time you made a formal complaint.

Get this is writing to the complaints department detailing all the failed appointments and the exact circumstances your mother is in. Details of your mother’s mobility issues/sensitive equipment can be recorded on the account. If this is done unscheduled appointments shouldn’t happen and special service is given for these kind of appointments.

Half of the problem so far seems that these have not been recorded as of yet.

If the meter exchange is a regular statutory meter exchange then the complaint needs to be made to E.ON energy services department. I’d write to the retail complaints team and let them handle it.

Brian

Thank you for your reply, so are you saying I complain to the retail complaints team and they raise it with the energy services dept?

Is that the address ive been given today (see above post) 241 high street? Would there be a name I could write to instead of 'complaints dept'?

E.ON_Company_Representative

The problem is the complaint needs to be looked at by Energy Services. However if you send the complaint to the Directors' Office (see bill reverse) they'll make sure all the account details are updated on our side before raising the complaint with the Energy Service side of things.

My concern from the retail side is that your mother hasn't been put on our priority service register yet. When we flag accounts with this the information is sent to the Meter Operating arm of the business and is useful for other things as well.

Write to PO Box 9069, Nottingham, NG1 6PG, put it for the attention of the Customer Service Director. Alternatively and for a slightly quicker response you can email this department from the contact us page on the website.

Brian

lindos90

E.ON_Company_Representative:_Brian wrote: »

The problem is the complaint needs to be looked at by Energy Services. However if you send the complaint to the Directors' Office (see bill reverse) they'll make sure all the account details are updated on our side before raising the complaint with the Energy Service side of things.

My concern from the retail side is that your mother hasn't been put on our priority service register yet. When we flag accounts with this the information is sent to the Meter Operating arm of the business and is useful for other things as well.

Write to PO Box 9069, Nottingham, NG1 6PG, put it for the attention of the Customer Service Director. Alternatively and for a slightly quicker response you can email this department from the contact us page on the website.

Brian

So I need to contact the Nottingham dept then, not the one I was told today on the phone? (what is that address for then?)

Are you saying that the Nottingham dept will be able to deal with her complaint as well as getting her info put on her account?

When I called today they also daid something about the account being set to 'delta', have you any idea what that means?!

Thanks for you help!

lindos90

E.ON_Company_Representative:_Brian wrote: »

Customer Service Director. Alternatively and for a slightly quicker response you can email this department from the contact us page on the website.

Brian

Sorry, but cant find 'customer service's on the 'contact us' page, the 'home energy' seems the most appropriate, but does not mention complaints or customer service...

http://www.eon-uk.com/contactforms/contactus.aspx

E.ON_Company_Representative

Yes, write to the PO Box address above. Or use the email address on the website.

The Nottingham address won't deal with all aspects of it, but you will have someone to liase with in the Directors' Office.

Delta doesn't ring any bells to be honest, it may be the name for Energy Services database. Not sure.

Brian

E.ON_Company_Representative

lindos90 wrote: »

Sorry, but cant find 'customer service's on the 'contact us' page, the 'home energy' seems the most appropriate, but does not mention complaints or customer service...

http://www.eon-uk.com/contactforms/contactus.aspx

Use, [EMAIL="DirectorOfCustomerService@eonenergy.com"]DirectorOfCustomerService@eonenergy.com[/EMAIL]

Brian

Fire_Fox

lindos90 wrote: »

She has a large buttoned phone, with a second remote handset in her bedroom. She usually has a mobile phone (never used it, just for emergencies) in her apron pocket.

Im in the process of trying to get her rehoused to live near us, and hopefully we will look into a pendant alarm then.

Its just fustrating that Eon take no notice of Phone calls or even messages left infront of the meter!

I will tell her to leave her mobile in reaching distance when she is reclined in her chair or in the bath just in case.....but why the heck should she have to do this every day really, just in case they turn up before the planned day on 4th May, just because they dont bother to record and pass on important info!?!

There could be a power cut at any time or the chair could break down, that is why I am suggesting making sure your mum can contact people, not defending [STRIKE]the indefensible[/STRIKE] Eon. My experience of many large organisations is the customer service telephone operatives cannot deal with any out of the ordinary situation. In most cases a letter gets a result, tho to be fair to the Eon Company Reps who post here they do seem to be able to resolve issues pretty quickly.