E on meter change problems!! Grrrrr

lindos90

E.ON_Company_Representative:_Brian wrote: »

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

Brian

Thank you for being patient with me!

(Dont have any of her bills to see whats on the back of it, she just gave me the 'meter change' letters)

I will email the above today!

lindos90

Fire_Fox wrote: »

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.

Yep, completely take your point about power cuts or breakdowns. But they are unforseeable, eon have been given my mums info four times by me, as well as the times she called before I got involved, this is just poor communication.

The fustrating thing is, the letters my mum recieved all said that when she called to arrange an appointment, she was to tell them about sensitive equipment, medical equipment or if she was frail, so I would have thought they would have been able to deal with it, she wasnt just ringing out of the blue with this info, they had asked for it!

Anyway, ive got better and quicker advice from Brian on here, than in the two months we have been calling Eon, so hopefully things are looking up!!:beer:

Thanks to all who advised me, and the £20s will be a nice bonus fpr her too if they credit her account!:T

lindos90

Email complaint sent, received automated reply that I thought may have names/numbers useful for anyone else having a similar problem, so ive copied and pasted it for you..


Dear Customer

Thank you for your email and making us aware your complaint *. We will carry out a full review and reply to you within ten working days.

If you would like a response sooner, please call us on 0115 843 4013. Our working hours are 8am - 6pm Monday - Friday, and 8am - 4pm Saturday. [FONT=Times New Roman, serif]

[FONT=Verdana, sans-serif]Kind regards
[/FONT][/FONT]
[FONT=Times New Roman, serif]
[FONT=Verdana, sans-serif]Scott Walker
Directors' Office[/FONT][/FONT]

dom300186

Make sure she is registered as disabled on the account and possibly on the priorty register look up eon caring energy

Pincher

Too many keyboard monkeys.

All they do is type something on a computer. You can force them to type in a novel if you stay on the phone long enough. Who is going to read it?
Your mother could be on a life support machine and nobody will know about it.

The departments that run engineering visits properly call you to confirm in the morning or the day before, because the rubbish the telephone rep wrote down was non-sense, and cannot be relied on, so they can get access and special situations sorted before wasting a valuable engineer's time.

The only power you have is to DENY ACCESS. It's not an emergency, so they don't have power to break in. If it's a communal meter closet, you have to make the sign look important like "Life Support equipment, DO NOT disconnect, Contact: *****************"

Unfortunately we live in an unaccountable culture that only responds after they are cornered, because it's much easier to pay £20 then run a company properly.

Some one should make a movie where Jim Carrey kidnaps a chief executive to demand better service. That should have lots of resonance with the audience.

lindos90

Well, had a very prompt reply from my email, firstly it explained that I had contacted the wrong place, but they would deal with it.

They agreed that my mum had recieved poor service and that she has been on their priority services register since 2008, and that the 'unplanned' visit should not have occured.

They confirmed no one will come until the arranged visit.

But unfortunatly they said:

Finally, the failed appointments do not fall under E.ON's guarantee's of service as they were not appointments made by your supplier, the supplier is not even aware of recertification's until we receive the updated meter details sent to us.



but then they said..

Regardless of the above, I have still added a £60.00 credit to your Mother's account as I feel that compensation is due for the poor customer service.

:T:T:T


Pity it was an email from a 'no reply' email, as I couldnt send a thank you. So hopefully no more attempts to changethe meter without notice, and a nice little bonus on her account!! (thanks to MSers and Eon!!!!):beer:

...have but a BIG luminous sign strapped to the meter though, just in case!

spiro

lindos90 wrote: »

Finally, the failed appointments do not fall under E.ON's guarantee's of service as they were not appointments made by your supplier, the supplier is not even aware of recertification's until we receive the updated meter details sent to us.

I am not sure I agree with what they have said, the company exchanging the meter is working on their behalf and you had an agreed appointment.

lindos90

spiro wrote: »

I am not sure I agree with what they have said, the company exchanging the meter is working on their behalf and you had an agreed appointment.

Yes, I didnt really understand what they ment, she has eon electricity bills, it was an eon letter, an eon call center and an eon van that came!?!...probably something to do with separate business units maybe, but if that was the case, when would her 'supplier' ever actually be liable for the £20, as they would always be 'subcontracting' within eon, and therefore percieve they were not liable..crazy.

Anyway, dispite what they claim, they did agree to a credit anyway, so guess I cant grumble!:beer:

spiro

Lets wait and see if any of the EON reps post their view on this point.

E.ON_Company_Representative

Hi,

Guaranteed Standards of Service are standards that we set ourselves when delivering certain services to our customers.

These Guarantees are sent to all our customers in a document when they join us. The document outlines when payments for not delivering these services are applicable.

Statutory meter exchanges do not fall under these standards.

This is due to statutory meter exchanges being delivered by the Meter Operators in each area, and not by the supplier.

For example, an E.ON (supplier) customer may live in the London area and would therefore not have E.ON as their Meter Operator. The paperwork, appointment and engineers carrying out of the work would have no connection to E.ON, so if the appointment was to not go ahead, this would be the responsibility of the relevant Meter Operator for the area.

In this case, the Meter Operator is E.ON Energy Services, therefore as a result any complaint regarding the service from E.ON can be investigated and compensation paid if deemed applicable by Energy Services. This would however not be a Guarantee of Service, but a separate form of compensation.

Lindos90, email me your details (via my profile) and I can arrange for Energy Services to send you a form where you can request compensation for any failed appointments.

Hope this clears it up a bit.

Brian