EON Saveonline 2 v's 3

E.ON_Company_Representative

Hi ricster,

Sorry for the late reply. Sorry also for the problem you’ve encountered. I'd like to have a look in to this a little further. I'll get back to you by next Monday/Tuesday. I know this will be the last day of the 'acceptance window', so to speak, but I hope that's okay.

Thanks

Brian

ricster

E.ON_Company_Representative:_Brian wrote: »

Hi ricster,

Sorry for the late reply. Sorry also for the problem you’ve encountered. I'd like to have a look in to this a little further. I'll get back to you by next Monday/Tuesday. I know this will be the last day of the 'acceptance window', so to speak, but I hope that's okay.

Thanks

Brian

HI, many thanks. If you want me to forward you the email then I can do.

Cheers

Former_E.ON_Company_Representative:_Malc

Hi ricster

Brian is not around at the moment and has asked me to continue with the query you raised about our quote tool. Hope this is ok.

We have had a response from our website support team following the question Brian asked last week but I'm afraid it isn't good news.

Products disappear from the quote tool the moment they are withdrawn from sale. Consequently, any saved quotes disappear at the same time as they are no longer valid.

We have raised this has an issue since the current message, as you correctly point out, clearly gives the wrong impression. This is unacceptable and our support people are looking at changing the wording to better reflect the actual circumstances.

Sorry I can't offer a more positive answer ricster and for the inconvenience caused by this mis-leading message. Give me a shout if you need any more info as will be happy to help.

Malc

ricster

E.ON_Company_Representative:_Malc wrote: »

Hi ricster

Brian is not around at the moment and has asked me to continue with the query you raised about our quote tool. Hope this is ok.

We have had a response from our website support team following the question Brian asked last week but I'm afraid it isn't good news.

Products disappear from the quote tool the moment they are withdrawn from sale. Consequently, any saved quotes disappear at the same time as they are no longer valid.

We have raised this has an issue since the current message, as you correctly point out, clearly gives the wrong impression. This is unacceptable and our support people are looking at changing the wording to better reflect the actual circumstances.

Sorry I can't offer a more positive answer ricster and for the inconvenience caused by this mis-leading message. Give me a shout if you need any more info as will be happy to help.

Malc

Okay, so that basically means that the quotation that I had before August 31st on an offer that expired on August 31st which was clicked on before August 31st is no longer valid to me, and basically means that I CANNOT move to Eon on the Saveonline2 offer?

Former_E.ON_Company_Representative:_Malc

Hi ricster

Sorry for the delay replying and for the inconvenience caused by the confusing message on our quote tool.

You're absolutely correct; the quotation you saved for Saveonline 2 is no longer valid and you will not be able to move to us on this tariff using the online switching tool.

Again, really sorry for the lack of clarity on our website about this issue which is, quite frankly, poor. Will continue to press for an improvement in this area.

Malc

Hammer_Time

Hi All,

I'm on Eon Fixonline 6 (1 April 2011), if I change to Saveonline 3 do I pay the £30 cancellation fee?

I have checked a comparison website and it stated I would save £195.00 via Energy helpline however, just check 2 others and they stated £45.00 Help!

Gary

Former_E.ON_Company_Representative:_Malc

Hi Gary

There is a cancellation fee for breaking the terms of Fixonline 6 before the contract end date on 1 April 2011. However, this may or may not be charged. It depends on the circumstances at the time.

You can switch online or, alternatively, drop an email to the address in my Profile and I will be happy to do this for you.

Hope this helps Gary. Let me know if I can help further as will be glad to do so.

Malc

pigeonpie

I was thinking of switching to E.on from EDF, who may not be the cheapest but their CS is excellent. I decided that the switch sites were too confusing so tried to call E.on to get the tarifs per kwH for gas and electric, only to be summarily told to 'check it online' and that the CS lines can't help with what E.on charge per kwH, nor with working out what my annual bill would be, based on an exact figure just received from EDF.
I would not touch E.on with a bargepole if this is how they treat new, putative customers. Just imho Gary, be careful out there. Comparison sites are very misleading, it is best to ring the company for the correct offer info - but can't do this with Ms E.on!

Former_E.ON_Company_Representative:_Malc

Hi pigeonpie

I'm really sorry you received such a poor response when you called us. This is just not acceptable.

Our agents are there to help and advise customers not to refer them to our website.

Whilst our website is a decent source of info it is not the only avenue available and you were absolutely right to call in for more details.

This may be a case of a bad agent or it may be a lack of training for the individual concerned. Whichever, it is not the level of service I would expect and it is certainly not company policy.

If you email your details to the address in my Profile I will feed back your experience to the relevant managers.

Again, I am sorry you received such tardy service and will be happy to help you in any way you wish.

Malc

ephorate

This is for either of the 2 EON reps, Brian and Malc, who seem to monitor this forum. I rec'd a letter from EON this morning (1st of Oct) stating that my current Saveonline v1 plan was coming to an end which was a complete surprise to me. The letter stated that I would be automatically transferred to the Energy online standard, which when you cut through the arcane charging structure is 7.3% plus £6 per year more expensive. The letter also stated that if I did not want to go onto this tariff I should change to another before 1st Oct, a little tricky given the timing.

Three questions,

Why has V1 ended for existing customers,
Why have I automatically been put on a more expensive tariff and Can I still change to a cheaper option with effect from the 1st Oct, assuming there is one?

Many thanks