Npower>>>good or bad?

laurax_2

Im with them. We havn't had a bill since may and i'm sick and tierd of phoning thme to try and bloody pay the thing. I cant set up a monthly direct debit and they wont give me my account number to manage online. So I wouldnt recomend them, but I could just be one of the unlucky ones xx

undaunted

Blenheim wrote: »

Other people's mileage will of course vary, but my in my own experience their customer service, approach to dealing with queries and timescale for resolving a billing mistake were nothing short of appalling.

Bad enough for me to look seriously at the whole notion of switching which I had hitherto ignored as too much of a faff. In a way their chronic service did me a favour!

You are far to kind :rotfl:

Personally I'd say avoid Npower at all costs their attitude & service is abysmal hence they historically & repeatedly come at the bottom of numerous customer satisfaction surveys. Cheapest (if they are!) isn't necessarily always the best option.

Some examples of Consumer Focus (under historical), Uswitch & Which surveys (under independent) can be found from here http://www.consumerfocus.org.uk/energy-help-and-advice/energy-supplier-performance

No doubt you will find other comparison sites offer reviews too should you wish to look though I've personally seen few favourable reviews of Npower!

undaunted

ste1985 wrote: »

Like i said with the "Time's top 50 Call Centres" we know were in the top 50 but don't know what position, and compared to other major suppliers who entered, we don't know how well we stand.

Even if you were no.1 being top of 50 bad outfits doesn't make you good. I've dealt with a few & even worked in some call centres in the past myself & have yet to see a good one. Call centres may answer silly & relatively pointless issues but give them a real problem & I've yet to see one deal with it well. The fact that staff are more interested in call timings & dialer distributions than dealing with issues is a key part of the problem, the fact that they usually lack any real knowledge of or training in their industry another.

Companies favour call centres because they are cheap (even more so if you can farm it out to India) not because they are in the consumers best interests

ste1985_2

Well This is what i mean, everybody has and will have a difference in opinion, and like i said it's natural that some people will like and some hate another company... so its all down to personal preference.

With regards to what i said before about the time's top 50, yes i understand what your saying, and again we always used to have to watch our call times etc and it was all about the statistics, but i can honestly say now, our call centre doesn't monitor the length etc of our calls or stats, because they now understand that the important part is getting issues resolved no matter how long it takes on the phone.

Also with regards to satisfaction surveys from independent sources such as Uswitch and which, Npower even if they may be bottom, have improved the most out of all companies with an increase of over 11% compared to last year.

I realize just as much as you again that everyone has different opinions, and i know myself that the customer service I personally give is always 100% and i ALWAYS go the extra mile, to show that we as a company do really care about our customers even if we don't always get things right, first time round.

Zaksmummy

I must be one of the lucky one with dealing with N power. I transferred over in May on the sign online 18 tariff, took roughly 6 weeks, the first phone call I made to them was the initial set up with my electric meter readings, all was straight forward with no probs, even had nice friendly chat about weather and home towns. Direct debit payments set up with my input on how much to pay.

Today I did calculation of how much I have used with gas and electric and found that I am not paying enough for elecric and gas is in credit as it should be pre winter, so I rang them today with intention of putting my electric DD up by £10 per month, I was expecting a bit of resistance on their part but it was ok, guy was friendly and accomodating, agreed with me and so my DD have gone up pre 6 month bill due in November.

So far so good :T

ste1985_2

Zaksmummy wrote: »

I must be one of the lucky one with dealing with N power. I transferred over in May on the sign online 18 tariff, took roughly 6 weeks, the first phone call I made to them was the initial set up with my electric meter readings, all was straight forward with no probs, even had nice friendly chat about weather and home towns. Direct debit payments set up with my input on how much to pay.

Today I did calculation of how much I have used with gas and electric and found that I am not paying enough for elecric and gas is in credit as it should be pre winter, so I rang them today with intention of putting my electric DD up by £10 per month, I was expecting a bit of resistance on their part but it was ok, guy was friendly and accomodating, agreed with me and so my DD have gone up pre 6 month bill due in November.

So far so good :T

This is exactly what i mean, everybody has different opinions and experiences, and it's good to hear that you seemed happy with the service!

Gerrard_8_lfc

ste1985 wrote: »

but i can honestly say now, our call centre doesn't monitor the length etc of our calls or stats, because they now understand that the important part is getting issues resolved no matter how long it takes on the phone.

Yes Npower target employee's on call talk time and wrap time .

ste1985 wrote: »

Also with regards to satisfaction surveys from independent sources such as Uswitch and which, Npower even if they may be bottom, have improved the most out of all companies with an increase of over 11% compared to last year.

Morgan Stanley voted BG Most Improved customer service last year.

ste1985 wrote: »

I realize just as much as you again that everyone has different opinions, and i know myself that the customer service I personally give is always 100% and i ALWAYS go the extra mile, to show that we as a company do really care about our customers even if we don't always get things right, first time round.

With almost all your posts it like your begging for people to go to Npower.

My times with Npower are nothing short as diabolical they couldn't even get my meter reads correct. my final bill was wrong when I had given them the correct one. At one point the CS said I wasn't there customer because she couldn't find my account. I go where I get the cheapest deal but Npower are shocking and there CS is terrible.

EDF Customer
BG Employee

Cheers

mattcanary

I had an atrocious experience with NPOwer at the beginning of this year., They missed an all-day appointment in the cold winter to uncap the gas supply in my new home. An 8am-8pm appointment! Southern were able to offer me a 4 hour appointment slot - I had to get really angry on the telepho0ne and speak toi a manager at NPOwer before they reluctantly agreed to do this!

NPower may look cheap ont he surface, But they offer an underhand billing system with lots of hidden charges. Avoid!

lemontart

if you have pre pay meter and it goes wrong out of office hours they do not have 24 hr contact number to arranged for it to be dealt with

ste1985_2

Gerrard_8_lfc wrote: »

Yes Npower target employee's on call talk time and wrap time .






Morgan Stanley voted BG Most Improved customer service last year.



With almost all your posts it like your begging for people to go to Npower.

My times with Npower are nothing short as diabolical they couldn't even get my meter reads correct. my final bill was wrong when I had given them the correct one. At one point the CS said I wasn't there customer because she couldn't find my account. I go where I get the cheapest deal but Npower are shocking and there CS is terrible.

EDF Customer
BG Employee

Cheers

Hi, Firstly i will make it quite clear, which i think i have in many of my posts that, everyone has a difference in opinion, so it's all down to individual preference to which supplier you want to go with.

I would like to add, Call time (average handling time) and Wrap time (Aftercall work) we are NOT targeted on anymore, We used to have these in place however now we do not, because after alot of hard work from staff, to get the company to realize this and change it they finally did, which in turn has seen our customer service improve, because were now given the time to try and resolve calls.

Morgan Stanley may have said that for BG last year, and this year in the recent ''which' publication, they have shown that the most improved is NP, with an increase by 11%, where as other suppliers much lower increases.

Again... Im not BEGGING for people to come to npower, i just like to see what people are complaining about, as half the time there issues which are soooooo easy to sort, but for whatever reason haven't. There's always 2 sides to every story.